Patient satisfaction with health care service delivery in Primary Healthcare facilities in an arid and semi-arid context in Kenya

Abstract Background: Patient satisfaction with services offered in primary healthcare (PHC) facilities is a critical factor for health outcomes especially in arid and semi-arid regions. These regions are characterized by static and migratory population necessitating differentiated primary healthcare models. This paper highlights patient satisfaction levels and its associated factors among patients attending public and faith-based organization PHC facilities in Turkana County. Methods: The landscape analysis was conducted in Loima and Turkana Central sub-Counties. This study utilized client exit interviews to assess patient satisfaction as a measure of the quality of PHC services. Insights about daily hospital care and quality of care were assessed in PHC facilities. Patient satisfaction was measured by a single question that targeted 442 patients asking them to rate their overall satisfaction with PHC services. Factors associated with Patient satisfaction were analyzed using bivariate and multivariable logistic regression. Results: The overall patient satisfaction with PHC services was high, with 95% of patients reporting to be satisfied. Over half (55%) and more than a third (37%) of the patients’ satisfaction with consultation and pharmacy services respectively. The satisfaction level was lowest for laboratory services (13%).15% reported to have paid for services. Two factors were significantly associated with patient satisfaction: willingness to recommend the facility to other people and means of transport used. Patients who would recommend the facility were more likely to be satisfied than those who would not (OR=8.86, p =0.005). Patients who used a motorbike were less likely to be satisfied than those who walked to the facility as their means of transport (OR=0.21, p=0.008). Conclusion: Patient satisfaction with PHC services in Turkana County is influenced by social determinants factors linked to access to the PHC facilities. In such contexts, patient satisfaction can be improved by addressing gaps associated with location and distance of the facility, means of transport used to access PHC facilities and willingness to recommend the facility. These findings have implications for policy makers, health managers, and health workers and brings out the need to consider such factors in designing PHC service delivery models in similar settings.