Patients’ Profiles and Their Satisfaction with the Quality of Health Services Offered in Primary Healthcare Centers in Anambra State, Nigeria

Abstract

Background: The primary healthcare center (PHC) is the initial point of contact for individuals seeking healthcare within their community. Its purpose is to deliver comprehensive health services that cater to patients' unique needs and expectations. However, patient satisfaction from primary health centers has received negligible attention. This study aimed to evaluate patient satisfaction levels with healthcare services provided by primary health centers in Anambra State, Nigeria. Methods and Materials: We conducted a cross-sectional study in twelve primary health centers with a descriptive design employing Chi-square, Cramér's V, and linear regression to assess the relationship between patient profile and their satisfaction. Servqual dimensions were used to investigate whether a statistically significant correlation exists between patient profile and patient satisfaction level. Result: A total of 385 individuals responded to the survey. The responsiveness dimension of the Servqual dimension had the lowest mean score among the five dimensions assessed. No significant correlations were found between patient satisfaction levels and patient profiles: sex, age, marital status, highest educational attainment, and average monthly income. Conclusion: When assessed with the Servqual dimension, patients’ satisfaction with the quality of health services offered in the PHCs in Anambra state indicated a suboptimal level of satisfaction. Enhancements in infrastructure and healthcare worker training are essential to elevating the quality of health services provided.