Client Satisfaction with Health Services in Uganda

CLIENT SATISFACTION WITH SERVICES IN UGANDA'S PUBLIC HEALTH FACILITIES To establish a baseline on citizen satisfaction, medicine availability, and citizen empowerment in health service delivery in Uganda, MeTA* conducted a survey of a broad sample of Ugandans. % SATISFACTION (HIGH WITH PRESCRIBER...AND LOWER WITH SERVICES) 47 is a weighted average of several percentages. For example, 71% reported being satisfied with the attitude of the pre- scriber, but 35% reported satisfaction with availability of laboratory services... -9 3- 713 56 56 50 46 35 29 30 ATTITUDE TIME ATTITUDE TIME ATTITUDE OTHER LAB services COMPLAINT of prescriber taken to receive of dispenser taken to be of other staff handling services their medicines attended to % AVAILABILITY OF MEDICINES 63 Availability of medicines in general: 54 75% 70% 68% 75% + AVAILABILITY AVAILABILITY AVAILABILITY of PATIENTS of PATIENTS of laboratory supplies of medical sundries of tracer medicines at all levels of facilities surveyed reported that they were satişfied with the surveyed, received all prescribed medicines at the dispensing point availability of medicines. COMMUNITY & CITIZEN ENGAGEMENT ONLY INTERESTINGLY, 27 1% 49% DIFFERENCE IN FINDINGS ATTRIBUTED TO DEMOGRAPHICS. OF SURVEY RESPONDENTS FILED A FORMAL COMPLAINT, OF RESPONDENTS TO A FOLLOW-UP POLL REPORTED Households on MeTA survey were rural COMPLAINTS FILED. citizens with lower levels ofeducation; whereas U-Report respondents were despite perception that people have Poll was conducted using the SMS-based widespread complaints about health services. U-Report platform, http://ureport.ug/. self-selecting, well-educated young people with a tendency to activism. AREAS FOR IMPROVEMENT 12 LONG WAIT TIMES at public health POOR STORAGE LACK OF TRAINED INEFFECTIVE INADEQUATE laboratory & & inventory management staffin supply chain community & citizen facilities other services of medicines management & engagement procurement MORE ABOUT THE STUDY: 1,000'S OF UGANDANS: health facility staff, outpatients, local opinion leaders, WHO households, community members, policy makers, and senior supply chain practitioners WHAT RANDOM SAMPLING of data collected in 2013 WHERE 10 DISTRICTS across 4 REGI ONS HOW SURVEYS & EXIT INTERVIEWS as well as data from focus groups WHY TO GAUGE client satisfaction, citizen empowerment, and establish the extent of availability of medicine * SOURCE: Client Satisfaction with Health Services in Uganda's Public Health Facilities: A Study by the Med- icines Transparency Alliance (META), Uganda. December 2013. MeTA is a global alliance of governments, phar- maceutical companies, civil society, the World Health Organization, the World Bank, and other partners working toimprove access to medicines by increasing accountability in the healthcare sector. Macic nae MeTA Transparency Slarce CONTACTS: [email protected] [email protected]. III |||. RX