Assessing Clients' Satisfaction with Health Services at Kasoa Polyclinic in Awutu Senya East Municipal, Assembly Ghana.

Abstract

This study was conducted to assess clients’ satisfaction with health services at Kasoa Polyclinic in Awutu Senya East Municipal Assembly. The researcher employed a quantitative research methodology, where a survey was conducted to interview 80 people who had visited the polyclinic more than once. The data gathered were presented using descriptive statistical tools such as crosstab, tables, graph and charts. A SERVQUAL analysis model was used to examine the satisfaction of clients with regards to the services they receive from the Kasoa Polyclinic. The results reveal that the expectation of the clients’ exceeds their perception in all the five SERVQUAL dimensions of customer satisfaction except one. The expectation of clients on Tangibility, Responsiveness, Assurance and Empathy, exceeded what was actually experienced at the hospital. But expectation on Reliability was equal to the perception. The quantitative analysis on the level of satisfaction show that customers were dissatisfied with the Tangibility and Assurance aspect of the polyclinic but were satisfied with Responsiveness, Reliability and Empathy aspects. On the whole, clients were satisfied with the services provided at the hospital. Based on the findings, the researcher recommended for infrastructural development at the polyclinic as well as capacity building of the hospital staff on how to treat clients to enable them have assurance in the polyclinic.