Table 2. Differences in client and health staff perceptions of healthcare quality.

Quality care proxies	Mean Ratings			Wilcoxon test
	Health staff	Client	Mean Diff.	z-stat.	p-value
Complaint lodging, handling and feedback	Mean b	Mean
Avenues for complaint in health facility	3.57	2.49	1.09	33.5	0.0000 a
Satisfaction with place/desk for lodging complaints	3.66	2.68	0.98	35.3	0.0000 a
Process of lodging complaint at the health facility	3.61	2.73	0.88	33.0	0.0000 a
Respect, compassion and supportiveness of health staff	Mean	Mean
Compassion and supportiveness of health personnel	3.31	1.90	1.41	30.4	0.0000 a
Respectfulness of doctors/medical assistants/nurses	3.24	1.91	1.34	-37.8	0.0000 a
Equal treatment for insured and uninsured patients	1.24	2.48	-1.24	16.4	0.0000 a
Adequacy of information provision, staff and services	Mean	Mean
Adequacy of consulting rooms and medical equipment	2.74	2.32	0.41	24.5	0.0000 a
Access to all prescribed drugs from the facility	3.00	2.38	0.62	36.7	0.0000 a
Satisfaction with health services provided by health staff	3.62	1.95	1.66	37.4	0.0000 a
Information provided by the health facility	2.07	3.68	-1.61	22.3	0.0000 a
Sufficiency of good Docs./Med. Assistants/Nurses	2.63	2.11	0.52	34.3	0.0000 a
Overall waiting time at the health facility	3.24	2.14	1.11	37.3	0.0000 a

Source: WOTRO-COHEiSION Project Household and Health Facility Surveys (March, 2012)

^aWilcoxon-Mann Whitney test statistically significant (p<0.0001)

^bMean values are based on average rated satisfaction rankings of clients and staff per health facility. High values suggest better satisfaction with particular quality care component while lower values depict least satisfaction with quality of health services. Comparison for differences between staff and clients responses was done using the Wilcoxon-Mann Whitney test.