Table 3.
Sample 2: distribution of service satisfaction
| Item | Service users (n = 150) | Caregiver (n = 150) | ||||||
|---|---|---|---|---|---|---|---|---|
| Strongly disagree N (%) |
Disagree N (%) |
Agree N (%) |
Strongly agree N (%) |
Strongly disagree N (%) |
Disagree N (%) |
Agree N (%) |
Strongly agree N (%) |
|
| The health worker treated me with courtesy | 0 (0.0) | 5 (3.3) | 104 (69.3) | 41 (27.3) | 0 (0.0) | 5 (3.3) | 83 (55.3) | 62 (41.3) |
| The health worker listened to me carefully | 0 (0.0) | 3 (2.0) | 110 (73.3) | 37 (24.7) | 0 (0.0) | 7 (4.7) | 90 (60.4) | 52 (34.9) |
| The health worker explained me things in a way I understood | 1 (0.7) | 5 (3.4) | 115 (77.2) | 28 (18.8) | 0 (0.0) | 5 (3.3) | 112 (74.7) | 33 (22.0) |
| The health facility was clean | 0 (0.0) | 5 (3.3) | 103 (68.7) | 42 (28.0) | 1 (0.7) | 1 (0.7) | 88 (58.7) | 60 (40.0) |
| The waiting area was clean | 2 (1.3) | 12 (8.0) | 118 (78.7) | 18 (12.0) | 0 (0.0) | 13 (8.7) | 110 (73.3) | 27 (18.0) |
| The latrine was clean [don’t use toilet SU n = 47 (31.3); CG n = 46 (30.7)] | 3 (2.0) | 12 (8.0) | 65 (43.3) | 23 (15.3) | 4 (2.7) | 10 (6.7) | 53 (35.3) | 37 (24.7) |
| The waiting time was acceptable | 2 (1.3) | 27 (18.0) | 109 (72.7) | 12 (8.0) | 2 (1.3) | 25 (16.7) | 109 (72.7) | 14 (9.3) |
| I have enough time to discuss with health worker | 0 (0.0) | 13 (8.7) | 117 (78.0) | 20 (13.3) | 3 (2.0) | 8 (5.3) | 110 (73.3) | 29 (19.3) |
| I was give information in a way I understood | 1 (0.7) | 6 (4.0) | 124 (82.7) | 19 (12.7) | 1 (0.7) | 5 (3.3) | 115 (76.7) | 29 (19.3) |
| I received helpful advice | 1 (0.7) | 12 (8.1) | 97 (65.1) | 39 (26.2) | 2 (1.3) | 4 (2.7) | 85 (56.7) | 59 (39.3) |
| Administrative staff treated me with courtesy and respect | 2 (1.3) | 3 (2.0) | 124 (82.3) | 21 (14.0) | 1 (0.7) | 8 (5.4) | 111 (74.5) | 29 (19.5) |
| The health worker involved my family helpfully | 1 (0.7) | 2 (1.3) | 124 (82.7) | 23 (15.3) | 0 (0.0) | 4 (2.7) | 122 (81.3) | 24 (16.0) |
| My privacy is respected | 1 (0.7) | 6 (4.0) | 128 (85.3) | 15 (10.0) | 1 (0.7) | 14 (9.4) | 114 (76.5) | 20 (13.4) |
| I have the opportunity for follow up with the same health worker | 1 (0.7) | 14 (9.3) | 123 (82.0) | 12 (8.0) | 1 (0.7) | 14 (9.4) | 118 (79.2) | 16 (10.7) |
| My personal information is kept confidential | 1 (0.7) | 6 (4.0) | 98 (65.3) | 45 (30.0) | 0 (0.0) | 8 (5.3) | 84 (56.0) | 58 (38.7) |
| Referral to specialist is possible | 2 (1.3) | 4 (2.7) | 101 (67.3) | 43 (28.7) | 0 (0.0) | 4 (2.7) | 96 (64.4) | 49 (32.9) |
| The treatment reduced my symptoms | 0 (0.0) | 14 (9.4) | 79 (53.0) | 56 (47.6) | 0 (0.0) | 13 (8.7) | 65 (43.3) | 72 (48.0) |
| The treatment reduced relapse of my illness | 2 (1.3) | 17 (11.3) | 77 (51.3) | 54 (36.0) | 1 (0.7) | 19 (12.7) | 60 (40.0) | 70 (46.7) |
| The treatment helped me to improve my income | 2 (1.4) | 33 (22.3) | 71 (48.0) | 42 (28.4) | 6 (4.0) | 38 (25.3) | 56 (37.3) | 50 (33.3) |
| I can get a health worker’s help any time I need | 1 (0.7) | 3 (2.0) | 123 (82.0) | 23 (15.3) | 0 (0.0) | 8 (5.3) | 113 (75.3) | 29 (19.3) |
| It was easy to come to the hospital | 5 (3.3) | 22 (14.7) | 113 (75.3) | 10 (6.7) | 6 (4.0) | 19 (12.7) | 107 (71.3) | 18 (12.0) |
| I had enough time to come to the hospital | 2 (1.3) | 36 (24.0) | 103 (68.7) | 9 (6.0) | 1 (0.7) | 27 (18.0) | 112 (74.7) | 10 (6.7) |
| I had enough money to come and get treatment | 12 (8.0) | 63 (42.0) | 72 (48.0) | 3 (2.0) | 7 (4.7) | 58 (38.7) | 79 (52.7) | 6 (4.0) |
| I would advise my family to come to the hospital | 2 (1.3) | 7 (4.7) | 89 (59.3) | 52 (34.7) | 4 (2.7) | 9 (6.0) | 69 (46.0) | 68 (45.3) |