Client satisfaction with communication skills of health care providers

Abstract

Quality face to face communication between health providers and clients lead to information transfer that affects compliance, adherence, clinical outcomes and satisfaction. Safe motherhood plus emotional and psychological support may be enhanced through effective communication during ante-natal care. Several researchers have shown that communication breakdown may affect client satisfaction. Whereas, true progress has been made globally in terms of increasing access and use of ante-natal care services, little has been done to determine the satisfaction of women with the communication skills of the health care providers. The objective of the study was to determine extent of clients satisfaction with communication skills of health providers at ante-natal clinic of Moi Teaching and Referral Hospital . Eldoret, Kenya. This was a descriptive study design which utilised interviewer administered questionnaires and observation checklist to collect data through systematic sampling of the clients. Emergency clients or those who required admission were excluded from the study. A total of 384clients were interviewed. Data analysis was done using Excel and SPSS computer packages which generated frequencies, percentages, chi-square and correlations. Therefore, satisfaction levels were presented in tables,figures and narrative. The study found that 70% of the clients were satisfied with the existing communication skills except 30% who were dissatisfied due to various reasons. Giving clients enough time to express themselves, greeting and introducing oneself to the clients by name were statistically significant. The client socio-economic factors were however, statistically insignificant to satisfaction for all cadres of healthcare workers (P values; 0.119, 0.556, 0.910 and 0.963) for doctors, nurses, record clerks and lab technicians respectively. Engagement, Education and Empathic and facilitation skills were statistically significant and yielded satisfaction. It may be concluded that majority of the clients (70%) were satisfied with communication skills of the health care providers, However, a significant number (30%) were not satisfied due to communication breakdown. It is recommended that the Hospital should plan and implement continuing education seminars to improve communication skills of Health care providers in order to enhance client satisfaction. Further research should be done covering the hospital and all staff who interact with clients in order to determine the extent of the problem.. The findings of this study would be useful to the Health service managers in improving communication between health care providers and clients in order to enhance satisfaction.