TY  - JOUR
AB  - Purpose– In Kenya, gaps exist in health service provision to slum residents, especially service availability and access to quality care. There is also little information on the health status of people living in slums other than in Nairobi. The purpose of this paper is to generate evidence for use in designing interventions to improve health services in four mid-sized slums in Embu, Nyeri and Thika, Kenya. Design/methodology/approach– A cross-sectional survey of clients receiving services in health facilities was conducted in the targeted slums. Data were collected through face-to-face interviews. Factor scores were generated using the Rasch model; simple and multivariate logistic regression analyses were done using the R statistical software. Findings– Overall, 81 per cent of the 203 participants reported being satisfied with health services. Most clients (89 per cent) reported that health facility staff greeted them warmly; 82 per cent said their consultation was private. The facility type, waiting time and client experience with service providers determined their satisfaction (p<0.05). Practical implications– Healthcare managers can improve client satisfaction levels by understanding the client flow in their facilities and addressing causes of client dissatisfaction, such as long waiting times, while at the same time promoting facilitating factors. Originality/value– The authors use latent variable modelling to compute client satisfaction scores, which were dichotomised into two categories and fitted into a logistic regression model to identify factors that influence client satisfaction. Health facility clients in the four slums are satisfied with services and have confidence the providers will serve them in a friendly and professional manner that promotes respect and quality care. The paper recommend healthcare managers in similar settings carry out client flow analysis and institute remedial measures to address long waiting times. Qualitative studies are recommended to determine the reasons behind the high satisfaction levels reported in this study.
VL  - 28
IS  - 7
SN  - 0952-6862
DO  - 10.1108/IJHCQA-12-2014-0110
UR  - https://doi.org/10.1108/IJHCQA-12-2014-0110
AU  - Wambua Jonesmus Mutua
AU  - Mbayaki Regina
AU  - Munyao Paul Musya
AU  - Kabue Mark Mugo
AU  - Mulindi Rose
AU  - Change Patrick Mose
AU  - Ikamati Rudia
AU  - Jahonga Ruth
AU  - Ambalu Rachel
AU  - Maranga Wamae
AU  - Mudany Mildred
PY  - 2015
Y1  - 2015/01/01
TI  - Client satisfaction determinants in four Kenyan slums
T2  - International Journal of Health Care Quality Assurance
PB  - Emerald Group Publishing Limited
SP  - 667
EP  - 677
Y2  - 2024/05/10
ER  -