Abstract: The purpose of this study was to explore and describe clients’ experiences of primary healthcare services in six selected primary healthcare facilities located in Mwanza districts, Tanzania.
A qualitative appraisal using focus group discussions was used to collect data. Qualitative content analysis was employed to analyze data. Data collection and analysis was guided by elements of quality care regarding staff punctuality, queue system, staff attitudes, treatment availability, information provision and opportunity for clients to provide feedback; guided data collection and analysis.
A total of 59 informants were included. Majority (64.4%) were female. More than half (54.2%) were young adults (20-40 years) with 39% of them to be between 41-60 years old. Fewer (6.8%) were 60 years and above. Results from focus group discussions yielded 6 main categories. The category “punctuality” showed informants’ need for staff to utilize their time better. The “attitude” category described under its subcategory “role of language” showed informants to be dissatisfied with language barriers when health care providers used a national language Kiswahili instead of native Sukuma. “respect to clients” and “empathetic” subcategories emerged to indicate satisfaction in relationship aspects. “Unavailability” of treatment “costs too high”, “favoritisms,” “HCW always in a hurry” and “no opportunity to provide feedback” emerged as major issues that needed improvement. The study demonstrated an overall negative experiences on the care provided. The healthcare facilities need to ensure health providers adhere to professional communication skills, provide compassionate care, treatment and honor clients’ opportunity to give feedback for improved primary healthcare services.
Keywords: Primary healthcare facilities, clients, experiences, quality care, MyCare tool, focus group discussion, Tanzania.
Title: Use of Mycare Tool to Assess Clients’ Experiences of Services in Healthcare Facilities of Mwanza Districts, Tanzania: A Qualitative Appraisal
Author: Laisser RM, Maendeleo B, Nyanza E
International Journal of Healthcare Sciences
ISSN 2348-5728 (Online)
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