EFFECTS OF SENSITIZATION OF HEALTH WORKERS ON QUALITY OF SERVICE AS PERCEIVED BY MOTHERS OF CHILDREN ATTENDING IMMUNIZATION CLINIC AT ALANAMU HEALTH CENTRE, ILORIN

EFFECTS OF SENSITIZATION OF HEALTH WORKERS ON QUALITY OF SERVICE AS PERCEIVED BY MOTHERS OF CHILDREN ATTENDING IMMUNIZATION CLINIC AT ALANAMU HEALTH CENTRE, ILORIN

Abstract

Patients’ perspectives on quality of health care have often been discounted by healthcare professionals based on the belief that patients have limited knowledge on what constitutes technical quality. However, consumers of health care services make judgments about quality of service by assessing factors they can appraise such as courtesy and waiting time after arrival at the health centre among other things. Patients tend to be critical of poor communication and provision of information from health professionals.
A quasi-experimental study was carried out among mothers of children at Alanamu Health Centre and control group at Okelele Health Centre, to determine quality of service as perceived by mothers of children attending immunization clinic and effects of sensitization of health workers on their perception of quality of service.
The study was carried out in three stages of pre-intervention, intervention and post-intervention. Baseline data was collected from 150 mothers each in the study and control groups using a pre-tested structured questionnaire (as exit interviews) and focus group discussions at pre-intervention. The intervention carried out was sensitization of health workers at Alanamu health centre. Post-intervention assessment was carried out three months after the intervention using the same questionnaire used at pre-intervention and focus group discussion.
Respondents ranged between 16-48 years and mean age was 28.5+ 5.2years, majority were Yorubas (82.7%) and more than 60% of them had at least a primary school education. At pre-intervention, more than 50% of mothers had estimated their waiting time to be more than 60 minutes before they were attended to and about 40% of them had felt the waiting time was too long. Less than 85% of mothers had received
information on immunization ( immunization due for visit, side effects of the vaccine and next appointment) and only 26.6% had felt they needed more information on immunization. More than 80% of respondents had rated the health worker as treating them with respect, polite and approachable. More than 70% were satisfied with waiting time, information received, seats provision and the way they were treated by the health worker. Overall satisfaction was high (98.0%) and more than 90% of the respondents were willing to re-attend immunization in the facilities. The intervention had a significant effect on estimated and perception of waiting time (P=0.0000), information dissemination to mothers (P=0.0007) and level of satisfaction with care received (p=0.0000). The intervention however did not have significant effect on mothers’ general perception of the way they were treated by health workers (p=0.2824) and overall satisfaction with the service they had received (p=0.2475).
Patients’ perception of other services should be determined and a periodic sensitization of all health workers should be carried out to improve service provision. There is need to carry out a regular assessment of quality of care based on a more objective assessment.

Title Page———i

Certification——–ii

Dedication———iii

Acknowledgement——-iv

Abstract ———vi

Table of Content——–vii

 

Chapter One

1.0 Introduction ——-1

1.1 Statement of Problem——4

1.2 Purpose of the Study——5

1.3 Significance of Study——8

1.4 Limitation——–9

1.5 Scope of Study——-11

 

Chapter Two

2.0 Review of Related Literature —-12

2.6 Summary of Literature Review—- 19

 

Chapter Three

3.0 Research Methodology and Procedure—22

3.1 Population ——–22

3.2 Sample and Sampling Technique—-22

3.3 Validation of the Instrument —-23

3.4 Reliability of the Instrument —–23

3.5 Data Analysis——-23

 

Chapter Four

4.0 Presentation and Discussion of Result—24

4.1 Analysis and interpretaion of Data—25

4.2 Discussion of Results——38

 

Chapter Five

5.0. Summary, Conclusion, and Recommendation  –40

5.1 Summary——–40

5.2 Conclusion——–41

5.3 Recommendation——42

References ———45

Appendix 1——–47

Appendix ———50

EFFECTS OF SENSITIZATION OF HEALTH WORKERS ON QUALITY OF SERVICE AS PERCEIVED BY MOTHERS OF CHILDREN ATTENDING IMMUNIZATION CLINIC AT ALANAMU HEALTH CENTRE, ILORIN

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