Health System Responsiveness: An Assessment of Demographics Influence on Clients’ Satisfaction in Primary Health Centers in Akwa Ibom State

Abstract

bstract 
Responsiveness is one of the goals of a health care system and the World Health 
Organization highlights responsiveness as one of the three key objectives in 
assessing the health system performance. This study aimed to assess 
demographics influence on clients’ satisfaction with the Health System 
Responsiveness in Primary Health Centers, in Akwa Ibom State.  A Cross
sectional study conducted from 15th February to 15th March 2024.  The study population consisted of males and females, 18 years and above who accessed health services at the OPDs of PHCs within the study period. A multistage sampling technique was adopted to draw a sample size of 367 respondents for the study from four LGAs (Eastern Obolo, Eket, Ika, and Uyo). Five Specific objectives, and hypotheses were formulated to guide the study. WHO standardized Health System Responsiveness questionnaire whose validity is ascertained was adapted and used as an instrument for the study. The questionnaire comprised of two (2) sections. Section A elicited responses on respondents’ demographic data. Section B consisted of item questions related to the study variables. A reliability coefficient of 0.82 was obtained using Cronbach Alpha statistics. Approval of the Akwa Ibom State Health Ethics Committee with HREC No. AKHREC/8/1/24/217 was obtained and participation in the study was voluntary. A Face-to-face method of data collection from the respondents was adopted. Results showed that age, educational level, and location significantly influenced clients’ satisfaction with HSR in PHCs, Akwa Ibom State. Most dissatisfaction was recorded for basic amenities, prompt attention, and choice of provider. It can be concluded that age, educational level and location influence client’s satisfaction. The researcher recommends provision of age-sensitive interventions and equitable health resources distribution.