Evaluation of the quality of service delivery in private sector, primary care clinics in Kenya : a descriptive patient survey

Simple item page
dc.contributor.authorMohamoud, Gulnazen_ZA
dc.contributor.authorMash, Boben_ZA
dc.date.accessioned2021-01-26T10:47:00Z
dc.date.available2021-01-26T10:47:00Z
dc.date.issued2020
dc.descriptionCITATION: Mohamoud, G. & Mash, R. 2020. Evaluation of the quality of service delivery in private sector, primary care clinics in Kenya : a descriptive patient survey. South African Family Practice, 62(1):a5148, doi:10.4102/safp.v62i1.5148.
dc.descriptionThe original publication is available at http://www.safpj.co.za
dc.descriptionPublication of this article was funded by the Stellenbosch University Open Access Fund
dc.description.abstractBackground: The quality of service delivery in primary care (PC) is an important determinant of clinical outcomes. The patients’ perspective is one significant predictor of this quality. Little is known of the quality of such service delivery in the private sector in Kenya. The aim of the study was to evaluate the quality of service delivery in private sector, PC clinics in Nairobi, Kenya. Methods: The study employed a descriptive cross-sectional survey by using the General Practice Assessment Questionnaire in 378 randomly selected patients from 13 PC clinics. Data were analysed using the Statistical Package for Social Sciences. Results: Overall, 76% were below 45 years, 74% employed and 73% without chronic diseases. Majority (97%) were happy to see the general practitioner (GP) again, 99% were satisfied with their consultation and 83% likely to recommend the GP to others. Participants (97%) found in receptionist helpful and the majority were happy with the opening hours (73%) and waiting times (85%). Although 84% thought appointments were important, only 48% felt this was easy to make, and only 44% were able to access a particular GP on the same day. Overall satisfaction was higher in employed (98%) versus those unemployed (95%), studying (93%) or retired (94%) (p < 0.001). Conclusion: Patients reported a high quality of service delivery. Utilisation was skewed towards younger, employed adults, without chronic conditions, suggesting that PC was not fully comprehensive. Services were easily accessible, although with little expectation of relational continuity. Further studies should continue to evaluate the quality of service delivery from other perspectives and tools.en_ZA
dc.description.urihttps://safpj.co.za/index.php/safpj/article/view/5148/0
dc.description.versionPublisher's version
dc.format.extent12 pages ; illustrations
dc.identifier.citationMohamoud, G. & Mash, R. 2020. Evaluation of the quality of service delivery in private sector, primary care clinics in Kenya : a descriptive patient survey. South African Family Practice, 62(1):a5148, doi:10.4102/safp.v62i1.5148
dc.identifier.issn2078-6204 (online)
dc.identifier.issn2078-6190 (print)
dc.identifier.otherdoi:10.4102/safp.v62i1.5148
dc.identifier.urihttp://hdl.handle.net/10019.1/109023
dc.language.isoen_ZAen_ZA
dc.publisherAOSIS
dc.rights.holderAuthors retain copyright
dc.subjectMedical consultation -- Evaluation -- Kenyaen_ZA
dc.subjectPatient satisfaction -- Kenyaen_ZA
dc.subjectMedical care -- Evaluation -- Kenyaen_ZA
dc.subjectPrivate healthcare industry -- Evaluationen_ZA
dc.subjectPrimary care (Medicine) -- Evaluationen_ZA
dc.subjectGeneral Practice Assessment Questionnaireen_ZA
dc.titleEvaluation of the quality of service delivery in private sector, primary care clinics in Kenya : a descriptive patient surveyen_ZA
dc.typeArticleen_ZA
Files
Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
mohamoud_evaluation_2020.pdf
Size:
836.72 KB
Format:
Adobe Portable Document Format
Description:
Download article
Download
License bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed upon to submission
Description:
Download
Collections
Research Articles (Family Medicine and Primary Care)