Health consumer expectations and perception of quality care services at primary health care level in Nigeria

  • Mohammed Saka Department of Epidemiology and Community Health,College of Health Sciences, University of Ilorin, Ilorin, Nigeria.
  • Tanimola Akande Department of Epidemiology and Community Health,College of Health Sciences, University of Ilorin, Ilorin, Nigeria.
  • Aishat Saka Department of Pediatric and Child Health, College of Health Sciences, University of Ilorin, Ilorin, Nigeria.
  • Hassan Oloyede | khassanuss@yahoo.com Department of Epidemiology and Community Health,College of Health Sciences, University of Ilorin, Ilorin, Nigeria. https://orcid.org/0000-0003-2120-2157

Abstract

The success of universal coverage of health at primary health care level depends on patient’s perceptions or judgment on quality products and service rendered by the health personnel in the hospitals. Quality of health care services can be determined by gap between perception of what is offered in term of services and expectation from the health consumers. The study examined the expectations of health consumers and perception used in judging the quality of health care services at the primary health care level. A cross-sectional study was carried out among randomly selected health consumers that had received health care services in the hospitals designated as primary health care facilities in Kwara State Nigeria. Overall health consumers’ means score expectations was 6.57 while perception was 5.80. Though was high in favour of females with no statistical significant difference. However, correlation test revealed significant association in socio-demographic variables such as age, occupation and educational status. Conversely, relationship was inverse in terms of increase in education attainment with lower perception value (p<0.001). Expectation-perception gap was a major determinant of quality of health care services at primary health care levels. Significant relationship occurred between heath consumer’s age, occupation, educational status and overall expectation-perception of quality health care received. It is recommended that hospital management need to monitor the link between the expectations including perception of services received by patients for quality improvement at primary health care level.

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Published
2021-02-24
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Keywords:
Quality health care, expectation, perception, PHC
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How to Cite
Saka, Mohammed, Tanimola Akande, Aishat Saka, and Hassan Oloyede. 2021. “Health Consumer Expectations and Perception of Quality Care Services at Primary Health Care Level in Nigeria”. Annals of African Medical Research 3 (2). https://doi.org/10.4081/aamr.2020.55.