Women's satisfaction from delivery services in public sector health facility in district Hyderabad

Date of Award


Document Type


Degree Name

Master of Science in Health Policy & Management (MSc Health Policy & Mgmt)


Community Health Sciences


World health organization (WHO) relates client satisfaction with secondary prevention in perinatal mortality because more satisfied women will be more likely to follow healthcare provider's instructions. Quality services are important for the health of beneficiaries. Client satisfaction is one of significant indicators for effective utilization of health services. It not only measures individual approach towards health services, but also assesses how these services meet the one's need and requirements. Almost 99% of maternal deaths occur annually in underdeveloped countries. Assessment of satisfaction of pregnant women in receiving healthcare services from health facilities is one of tool to assess quality of health care services. Provision of maternity services does not indicate utilization of services by women, nor will this guarantee for required best outcome for women. Positive and negative behaviour of health care provider is one of vital component in services delivery for women satisfaction on utilization of labor services. Aim of Study: The Aim of this research was to explore factors related to women satisfaction during utilization of delivery or labor services in district Hyderabad Province, Sindh, Pakistan at public sector health facility. The study may contribute in providing basis for maternal and child health evidence based service improvement and will help to reduce Maternal Mortality Ratio (MMR) and improve quality of service delivery in public health care system. Methods: A facility based cross sectional study with exit interview of delivered mothers were conducted from July to September 2017, in one public sector secondary care health facility in district Hyderabad. Quantitative methodology was used to evaluate patient satisfaction on quality care for labor/ delivery services. Data was collected on structured questionnaire and through observation checklist for patient satisfaction. The data was analysed through SPSS version 22.0 software package. Results: Total 102 (Detail calculated by Epi-info software) women visiting health facility for delivery services were interviewed from 1St July 2017 to 21st July 2017. Results were presented in frequency and percentage and overall patient's satisfaction was assessed on component of quality care. This study finding showed overall mothers' satisfaction with delivery services was 55%. Participants falling in various age group 39% were between 21-25 years of age group. Around 29% were between 26-30 years of age, 15% were in 31-35 of years and 15% were above 35ears of age. Whereas 29% respondent were below primary education level. 25.5% respondent had never attended any formal educational institution. 20.6% and 9.6 % had completed their primary and secondary education respectively and only4.9% of the respondent had college level education. Among satisfaction level 55% were satisfied with medical services. 67.6% respondents were found satisfied with health care provider behaviour. Less than 50% satisfaction level were found from physical environment and pharmacy services. Ccnclusion: Overall mother's satisfaction from health facility delivery services were 55%, these considered to be suboptimal in this study. The results strongly propose that more effort could be done to improve services so that the service could be more patient centred. In this study by using observation checklist the researcher observed several conditions in the provision of delivery care that can be possibly improved comprising proper procedure of waste disposal, continuous supply of electricity and waiting and consultation area with privacy before seen by health care provider. Key Words: Maternal satisfaction, labor services, delivery services, deliveries, utilization, public health facility', perception, Quality of care.

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