In order to be accountable to their populations, county governments need a way to know what patients think about the accessibility, quality and affordability of health care services. A systematic client satisfaction survey is an efficient way to find out:
This Client Satisfaction Survey has its origins in Kisumu County, where it was carried out in 2016 and 2018 by the Kisumu County Health Management Team (CHMT), with support from the Support to the Health Sector Programme.
Health service users at a selection of county health facilities are randomly approached by enumerators and interviewed using a standardised questionnaire. The survey questions assess clients’ satisfaction with different aspects of health service delivery, including distance travelled, waiting time, facility cleanliness, information provided by health workers, fees charged, and adherence to service charters. Enumerators capture clients’ responses electronically, via tablets or mobile phone, which saves time, reduces data entry errors, and facilitates data analysis. Survey findings are written up, shared and discussed by members of the CHMT and Sub-County Health Management Teams (SCHMTs), as well as with Facility In-Charges, quality improvement teams, and representatives of health service users.
A specially designed guidance note – How to implement a Client Satisfaction Survey in the health sector – provides CHMTs, quality improvement teams and facility in-charges with simple, step-by-step instructions for planning, implementing and analysing the results of a Client Satisfaction Survey.
Conducting regular client satisfaction surveys allows CHMTs, Facility In-Charges and quality improvement teams to generate systematic evidence about achievements and challenges in health service provision, to prioritise areas for improvement and to allocate resources accordingly. The results of client satisfaction surveys can be fed into the development of Annual Work Plans at the county and sub-county level, and into work of quality improvement teams in individual facilities.
This approach to conducting a Client Satisfaction Survey was shared at the 2018 Devolution Conference, where it generated much interest among delegates from other parts of Kenya. This guidance note was developed a resource for CHMTs in other counties who would like to implement a Client Satisfaction Survey of their own. It provides step-by-step instructions for planning, implementing and analysing the results of such a survey.