Clients' Satisfaction with Immunization Services at Primary Health Care Centers in Baghdad, Al-Karkh

Abstract

Background: Client satisfaction with the immunization service is used to evaluate the quality of the admitted service and at the same time it affects the goodness of the health care outcome. Objectives: This study assessed the satisfaction with immunization services offered to children and factors affecting this satisfaction. Methods: Exit interviews for clients were conducted in Baghdad, Al-Karkh in a representative sample of primary health care centers to assess clients’ satisfaction with immunization services. Clients are companions of children encountered at study settings. Results: Among the 253 respondent clients, 183 (72.3%) reflected satisfaction with the immunization services administered to their children at primary health care centers and 70 (27.7%) were dissatisfied. This satisfaction was significantly associated with younger age of clients (P < 0.05), clients who are mothers of the accompanied children (P < 0.05), and waiting no more than 30 minutes at the health facility to obtain immunization (P < 0.05). The major cause of dissatisfaction was the long waiting time before receiving the service. Conclusion: Although the majority of clients are satisfied with immunization services; it is important to shorten the time consumed for vaccinating children at PHCCs in a way that gains more satisfied clients.

Keywords

• Client
• satisfaction
• immunization
• exit interviews