End - users’ perception of quality of care of children attending children’s outpatients clinics of University of Nigeria Teaching Hospital Ituku - Ozalla Enugu

BACKGROUND: Knowledge of the specific details of end-users actual experiences with health system helps to identify areas for improvement in ways that standardized satisfaction measures are less able to provide in order to save lives, uphold public confidence and trust in healthcare delivery. The aim of the study was to assess the end-users’ perception of the quality of clinical services rendered to children attending paediatric out-patient clinics of University of Nigeria Teaching Hospital, Ituku – Ozalla, Enugu. METHODS: A cross sectional descriptive study was undertaken using exit point interviewer administered pre-tested/semi-structured questionnaire. Assessment of perception of quality of care was undertaken in three service areas; waiting time, attitude of staff and comfort of the waiting hall. Data was analyzed using SPSS 16.0 and presented as percentages. Chi-square was used to compare means (p < 0.05). RESULTS: A total of 367 respondents were interviewed. Over 50% of them were generally satisfied with overall quality of care. 329 (89.6%) were very satisfied with quality of doctors’ services, while the least satisfaction was with the quality of medical records services 139 (37.9%). Majority of the respondents 197 (53.7%) spent between 3–6 hours for each clinic visit and most of the waiting time spent was in the medical records and consultation. CONCLUSION: The care – givers perception of the general quality of care was adjudged high. However, overall waiting time was perceived to be unsatisfactory. Efforts should be made to reduce the time spent by clients while accessing care in the facility. ELECTRONIC SUPPLEMENTARY MATERIAL: The online version of this article (doi:10.1186/1756-0500-7-800) contains supplementary material, which is available to authorized users.