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Published:
Oct 25, 2025DOI:
10.4314/gjds.v22i2.3Keywords:
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© 2018 The authors.
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Patients’ satisfaction with Community-Based Health Planning and Services in Nadowli-Kaleo District
Abstract
This study examines patients' satisfaction with Community-Based Health Planning and Services (CHPS) facilities in the Nadowli-Kaleo district, using the refined SERVQUAL model. A total of 30 items, encompassing the five dimensions of the refined SERVQUAL model (tangibles, responsiveness, reliability, assurance, and empathy), were evaluated. Data were collected from 406 patients across 10 CHPS zones using an embedded mixed-method design, with questionnaire and interview guide as the data collection tools. The findings indicate that the majority of respondents were either very satisfied or satisfied with the services provided by CHPS facilities, with an overall mean satisfaction score of 1.1, indicating a satisfactory rating. However, a considerable proportion of respondents expressed dissatisfaction with the appearance of the buildings (34.3%), availability of equipment (30.4%), comfort during waiting times (22.6%), and availability of healthcare professionals at all times (17.6%). These findings suggest that despite general satisfaction with CHPS services, the specific areas of dissatisfaction reveal patients’ unmet needs and expectations. Addressing these gaps is essential to enhancing the quality of care and strengthening the effectiveness of CHPS in meeting the healthcare needs of rural populations.
