Determinants of women’s satisfaction with maternal health care: a review of literature from developing countries

BMC Pregnancy and Childbirth

Sanghita Bhattacharyya²  Preety Rajbangshi²  Bilal I Avan¹  Aradhana Srivastava² 

[1] Faculty of infectious and tropical diseases, London School of Hygiene and Tropical Medicine, Keppel Street, London WC1E 7HT, UK;Public Health Foundation of India, Plot no. 47, Sector 44, Institutional Area, Gurgaon 122002, Haryana, India

关键词: Developing countries;    Deliveries;    Quality of care;    Determinants;    Maternal satisfaction;   

Others  :  1178872
DOI  :  10.1186/s12884-015-0525-0

 received in 2014-12-04, accepted in 2015-03-31,  发布年份 2015

【 摘 要 】

Background

Developing countries account for 99 percent of maternal deaths annually. While increasing service availability and maintaining acceptable quality standards, it is important to assess maternal satisfaction with care in order to make it more responsive and culturally acceptable, ultimately leading to enhanced utilization and improved outcomes. At a time when global efforts to reduce maternal mortality have been stepped up, maternal satisfaction and its determinants also need to be addressed by developing country governments. This review seeks to identify determinants of women’s satisfaction with maternity care in developing countries.

Methods

The review followed the methodology of systematic reviews. Public health and social science databases were searched. English articles covering antenatal, intrapartum or postpartum care, for either home or institutional deliveries, reporting maternal satisfaction from developing countries (World Bank list) were included, with no year limit. Out of 154 shortlisted abstracts, 54 were included and 100 excluded. Studies were extracted onto structured formats and analyzed using the narrative synthesis approach.

Results

Determinants of maternal satisfaction covered all dimensions of care across structure, process and outcome. Structural elements included good physical environment, cleanliness, and availability of adequate human resources, medicines and supplies. Process determinants included interpersonal behavior, privacy, promptness, cognitive care, perceived provider competency and emotional support. Outcome related determinants were health status of the mother and newborn. Access, cost, socio-economic status and reproductive history also influenced perceived maternal satisfaction.

Process of care dominated the determinants of maternal satisfaction in developing countries. Interpersonal behavior was the most widely reported determinant, with the largest body of evidence generated around provider behavior in terms of courtesy and non-abuse. Other aspects of interpersonal behavior included therapeutic communication, staff confidence and competence and encouragement to laboring women.

Conclusions

Quality improvement efforts in developing countries could focus on strengthening the process of care. Special attention is needed to improve interpersonal behavior, as evidence from the review points to the importance women attach to being treated respectfully, irrespective of socio-cultural or economic context. Further research on maternal satisfaction is required on home deliveries and relative strength of various determinants in influencing maternal satisfaction.

【 授权许可】

   
2015 Srivastava et al.; licensee BioMed Central.

【 图 表 】

Figure 1.

Figure 2.

【 参考文献 】

• [1]World Health Organization, UNICEF, UNFPA and The World Bank: Trends in Maternal Mortality: 1990-2010. WHO, UNICEF, UNFPA and The World Bank estimates. World Health Organization, Geneva; 2012.
• [2]Thomason J, Edwards K: Using indicators to assess quality of hospital services in Papua New Guinea. Int J Health Plann Manage 1991, 6:309-11.
• [3]Haddad S, Fournier P, Machouf N, Yatara F: What does quality mean to lay people? Community perceptions of primary care services in Guinea. Soc Sci Med 1998, 47:381-94.
• [4]Andaleeb SS: Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Soc Sci Med 2001, 52:1359-70.
• [5]Reerink IH, Sauerborn R: Quality of primary health care in developing countries: recent experiences and future directions. Int J Qual Health Care 1996, 8:131-9.
• [6]Dettrick Z, Firth S, Soto EJ: Do strategies to improve quality of maternal and child health care in lower and middle income countries lead to improved outcomes? A review of the evidence. Plos One 2013., 8Article ID e83070
• [7]Mpembeni RNM, Killewo JZ, Leshabari MT, Massawe SN, Jahn A, Mushi D, et al.: Use pattern of maternal health services and determinants of skilled care during delivery in Southern Tanzania: implications for achievement of MDG-5 targets. BMC Pregnancy Childbirth 2007, 7:29. BioMed Central Full Text
• [8]Donabedian A: The definition of quality and approaches to its assessment. Health Administration Press, Ann Harbor; 1980.
• [9]Christiaens W, Bracke P: Assessment of social psychological determinants of satisfaction with childbirth in a cross-national perspective. BMC Pregnancy Childbirth 2007, 7:26. BioMed Central Full Text
• [10]Williams B: Patient satisfaction - A valid concept. Soc Sci Med 1994, 38:509-16.
• [11]Linder-Pelz S: Toward a theory of patient satisfaction. Soc Sci Med 1982, 16:577-82.
• [12]Coeytaux F, Bingham D, Langer A: Reducing maternal mortality: a global imperative. Contraception 2011, 83:95-8.
• [13]Hulton LA, Matthews Z, Stones RW: A framework for the evaluation of quality of care in maternity services. University of Southampton, Southampton, UK; 2000.
• [14]Baltussen RMPM, Ye Y, Haddad S, Sauerborn RS: Perceived quality of care of primary health care services in Burkina Faso. Health Policy Plan 2002, 17:42-8.
• [15]Centre for Reviews and Dissemination: Systematic reviews: CRD’s guidance for undertaking reviews in health care. Centre for Reviews and Dissemination, University of York, York; 2008.
• [16]Popay J, Roberts H, Sowden A, Petticrew M, Arai L, Rodgers M, et al.: Guidance on the conduct of narrative synthesis in systematic reviews. Institute of Health Research, Lancaster; 2006.
• [17]MacKeith N, Chinganya OJM, Ahmed Y, Murray SF: Zambian women's experiences of urban maternity care: results from a community survey in Lusaka. Afr J Reprod Health 2003, 7:92-102.
• [18]Aldana JM, Piechulek H, Al-Sabir A: Client satisfaction and quality of health care in rural Bangladesh. Bull World Health Organ 2001, 79:512-7.
• [19]Changole J, Bandawe C, Makanani B, Nkanaunena K, Taulo F, Malunga E, et al.: Patients’ satisfaction with reproductive health services at Gogo Chatinkha Maternity Unit, Queen Elizabeth Central Hospital, Blantyre, Malawi. Malawi Med J 2010, 22:5-9.
• [20]Duong DV, Binns CW, Lee AH, Hipgrave DB: Measuring client-perceived quality of maternity services in rural Vietnam. Int J Qual Health Care 2004, 6:447-52.
• [21]Hung C, Yu C, Liu C, Stocker J: Maternal satisfaction with postpartum nursing centres. Res Nurs Health 2010, 33:345-54.
• [22]Cham M, Sundby J, Vangen S: Availability and quality of emergency obstetric care in Gambia's main referral hospital: women-users’ testimonies. Reprod Health 2009, 6:5. BioMed Central Full Text
• [23]Dzomeku MV: Maternal satisfaction with care during labour: A case study of the Mampong-Ashanti district hospital maternity unit in Ghana. Int J Nurs Midwifery 2011, 3:30-4.
• [24]Kabakian-Khasholian T, Campbell O, Shediac-Rizkallah M, Ghorayeb F: Women’s experiences of maternity care: satisfaction or passivity? Soc Sci Med 2000, 51:103-13.
• [25]Fawole AO, Okunlola MA, Adekunle AO: Client’s perceptions of the quality of antenatal care. J Nat Med Assoc 2008, 100:1052-8.
• [26]Ghobashi M, Khandekar R: Satisfaction among expectant mothers with antenatal care services in the musandam region of Oman. Sultan Qaboos Univ Med J 2008, 8:325-32.
• [27]Hasan A. Patient satisfaction with MCH services among mothers attending the MCH training institute in Dhaka, Bangladesh. Masters thesis. Mahidol University, Faculty of Graduate Studies; 2007.
• [28]Jafari F, Eftekhar H, Mohammad K, Fotouhi A: Does group prenatal care affect satisfaction and prenatal care utilization in Iranian pregnant women? Iranian J Publ Health 2010, 39:52-62.
• [29]Langer A, Villar J, Romero M, Nigenda G, Piaggio G, Kuchaisit C: Are women and providers satisfied with antenatal care? Views on a standard and a simplified, evidence-based model of care in four developing countries. BMC Womens Health 2002, 2:7. BioMed Central Full Text
• [30]Senarath U, Fernando DN, Rodrigo I: Factors determining client satisfaction with hospital-based perinatal care in Sri Lanka. Trop Med Int Health 2006, 11:1442-51.
• [31]Oladapo OT, Iyaniwura CA, Sule-Odu AO: Quality of antenatal services at the primary care level in Southwest Nigeria. Afr J Reprod Health 2008, 12:71-92.
• [32]Oladapo OT, Osiberu MO: Do sociodemographic characteristics of pregnant women determine their perception of antenatal care quality? Matern Child Health J 2009, 13:505-11.
• [33]D’Ambruoso L, Abbey M, Hussein J: Please understand when I cry out in pain: women's accounts of maternity services during labour and delivery in Ghana. BMC Public Health 2005, 5:140. BioMed Central Full Text
• [34]Jallow IK, Chow Y-J, Liu T-L, Huang N: Women’s perception of antenatal care services in public and private clinics in the Gambia. Int J Qual Health Care 2012, 24:595-600.
• [35]Tetui M, Ekirapa EK, Bua J, Mutebi A, Tweheyo R, Waiswa P: Quality of Antenatal care services in eastern Uganda: implications for interventions. Pan Afr Med J 2012, 13:27.
• [36]George A: Quality of reproductive care in private hospitals in Andhra Pradesh. Women’s perception. Econ Polit Wkly 2002, 37:1686-92.
• [37]Das P, Basu M, Tikadar T, Biswas GC, Mirdha P, Pal R: Client satisfaction on maternal and child health services in rural Bengal. Indian J Community Med 2010, 35:478-81.
• [38]Ugwu AC, Ahamefule K, Egwu OA, Out E, Okonkwo CA, Okafor LC: Patient satisfaction with obstetric ultrasonography. J Diagn Med Sonogr 2011, 27:220-4.
• [39]Chunuan SK, Kochapakdee WC: Patient Satisfaction with Nursing Care Received during the Intrapartum Period. Thai J Nurs Res 2003, 7:83-92.
• [40]Simbar M, Ghafari F, Zahrani ST, Majd SA: Assessment of quality of midwifery care in labour and delivery wards of selected Kordestan Medical Science University hospitals. Int J Health Care Qual Assurance 2009, 22:266-77.
• [41]Lomoro OA, Ehiri JE, Qian X, Tang SL: Mother’s perspectives on the quality of postpartum care in Central Shanghai, China. Int J Qual Health Care 2002, 14:393-402.
• [42]Banerjee B. A qualitative analysis of MCH services of an UH centre, by assessing client perception in terms of awareness, satisfaction & service utilization. Indian J Community Med. 2003; XXVIII:153-56.
• [43]Butawa NN, Babayo T, Idris H, Adiri F, Taylor K: Knowledge and perceptions of maternal health in Kaduna State, Northern Nigeria. Afr J Reprod. Health 2010, 14:71-6.
• [44]Nigenda G, Langer A, Kuchaisit C, Romero M, Rojas G, Al-Osimy M, et al.: Womens’ opinions on antenatal care in developing countries: results of a study in Cuba, Thailand. Saudi Arabia and Argentina. BMC Public Health 2003, 3:17. BioMed Central Full Text
• [45]Liabsuetrakul T, Petmanee P, Sanguanchua S, Oumudee N: Health system responsiveness for delivery care in Southern Thailand. Int J Qual Health Care 2012, 24:169-75.
• [46]Heidari RMD, Borna SMD, Haghollahi F, Shariat M, Duaii S: Satisfaction with the prenatal clinics in Zanjan, Iran. J Family Reprod Health 2008, 2:41-8.
• [47]Moawed SAA, Gemeay EM, Alshami N: Identification of factors associated with maternal satisfaction with primary health care center in Riyadh City. Tanta Med J 2009, 37:1-15.
• [48]Ohagwu CC, Abu PO, Odo MC, Chiegwu HU: Maternal perception of barriers to utilization of prenatal ultrasound in prenatal care in the northern part of Nigeria. Clin Mother Child Health 2010, 7:1195-9.
• [49]Uzochukwu BSC, Onwujekwe OE, Akpala CO: Community satisfaction with the quality of MCH services in Southeast Nigeria. East Afr Med J 2004, 81:293-9.
• [50]Balogun OR: Patients perception of quality of antenatal service in four selected private health facilities in Ilorin, Kwara state of Nigeria. Niger Med Pract 2007, 51:80-4.
• [51]Avortri GS, Beke A, Nkrumah GA: Predictors of satisfaction with child birth services in public hospitals in Ghana. Int J Health Care Qual Assur 2011, 24:223-37.
• [52]Bazant ES, Koenig MA: Women’s satisfaction with delivery care in Nairobi’s informal settlements. Int J Qual Health Care 2009, 21:79-86.
• [53]Kazmi S: Pakistan: consumer satisfaction and dissatisfaction with maternal and child health services. World Health Stat Q. 1995, 48:55-9.
• [54]Turan JM, Bulut A, Nalbant H, Ortayh N, Akalin AAK: The Quality of hospital-based antenatal care in Istanbul. Stud Fam Plann 2006, 37:49-60.
• [55]Simbar M, Nahidi F, Dolatian M: Assessment of quality of prenatal care in Shahid Beheshti Medical Science University Centers. Int J Health Care Qual Assur 2012, 25:166-76.
• [56]Aghlmand S, Akbari F, Lameei A, Mohammed K, Small R, Arab M: Developing evidence-based maternity care in Iran: a quality improvement study. BMC Pregnancy Childbirth 2008, 8:20. BioMed Central Full Text
• [57]Tatar M, Somunoglu S, Demirol A: Women's perceptions of caesarean section: reflections from a Turkish teaching hospital. Soc Sci Med 2000, 50:1227-33.
• [58]Bruggemann OM, Parpinelli MA, Osis MJD, Cecatti JG, Neto ASC: Support to woman by a companion of her choice during childbirth: a randomized controlled trial. Reproductive Health 2007, 4:5. BioMed Central Full Text
• [59]Langer A, Campero L, Garcia C, Reynoso S: Effects of psychosocial support during labour and childbirth on breastfeeding, medical interventions, and mothers’ wellbeing in a Mexican public hospital: a randomised clinical trial. BJOG 1998, 105:1056-63.
• [60]Khresheh R: Support in the first stage of labour from a female relative: the first step in improving the quality of maternity services. Midwifery 2010, 26:e21-4.
• [61]Mosallam M, Rizk DEE, Thomas L, Ezimokhai M: Women’s attitudes towards psychosocial support in labour in United Arab Emirates. Arch Gynecol Obstet 2004, 269:181-7.
• [62]Faye A, Niane M, Ba I: Home birth in women who have given birth at least once in a health facility: contributory factors in a developing country. ACTA Obstetricia et Gynecologica Scandinavica 2011, 90:1239-43.
• [63]Aniebue UU, Aniebue PN: Women’s perception as a barrier to focused antenatal care in Nigeria: the issue of fewer antenatal visits. Health Policy Plan. 2011, 26:423-8.
• [64]El-Mohimen HAA, Abd-Rabou RA, Ali HA, Tosson MM: Evaluation of ANC services & women's perception in Assiut University Hospital. Ass. Univ. Bull. Environ. Res. 2006, 9:31-40.
• [65]Enabudoso E, Isara AR: Determinants of patient satisfaction after cesarean delivery at a university teaching hospital in Nigeria. Int J Gynaecol Obstet 2011, 114:251-4.
• [66]Urassa DP, Carlstedt A, Nystrom L, Massawe SN, Lindmark G: Quality assessment of the antenatal program for anaemia in rural Tanzania. Int J Qual Health Care 2002, 14:441-8.
• [67]UNICEF: 2009 Coverage evaluation survey. UNICEF, New Delhi; 2009.
• [68]Vera H: The client’s view of high-quality care in Santiago, Chile. Stud Fam Plann 1993, 24:40-9.
• [69]Moore M, Armbruster D, Graeff J, Copeland R: Assessing the “caring” behaviors of skilled maternity care providers during labor and delivery: experience from Kenya and Bangladesh. The Academy for Educational Development/ The Manoff Group, Washington DC; 2002.
• [70]d'Oliveira AF, Lucas P, Diniz SG, Schraiber LB: Violence against women in healthcare institutions: an emerging problem. Lancet 2002, 359:1681.
• [71]Bowser D, Hill K: Exploring evidence for disrespect and abuse in facility-based childbirth. Report of a landscape analysis. USAID-TRAction Project, University Research Corporation, LLC, and Harvard School of Public Health, Bethesda, MD; 2010.
• [72]Hodnett ED, Gates S, Hofmeyr GJ, Sakala C. Continuous support for women during childbirth. Cochrane Database Syst Rev. 2013; Issue 7. Art. No.: CD003766. DOI: 10.1002/14651858.CD003766.pub5.
• [73]Ghani RMA, Berggren V: Parturient needs during labor: Egyptian women’s perspective toward childbirth experience, a step toward an excellence in clinical practice. J Basic Appl Sci Res 2011, 1:2935-43.
• [74]Nzama B, Hofmeyer J: Improving the experience of birth in poor communities. BJOG 2005, 112:1165-7.
• [75]Mwaniki PK, Kabiru EW, Mbugua GG: Utilisation of antenatal and maternity services by mothers seeking child welfare services. Mbeere district, Eastern province, Kenya. East Afr Med J 2002, 79:184-7.
• [76]Onah HE, Ikeako LC, Iloabachie GC: Factors associated with the use of maternity services in Enugu, southeastern Nigeria. Soc Sci Med 2006, 63:1870-8.
• [77]CHANGE Project. Providing Skilled Care Tools. [http://www.manoffgroup.com/ms_toolkit/psc_kenya/tools_provider.html]
• [78]Jeng B: Practices and quality of intrapartum care in the main referral hospital of The Gambia. Department of General Practice and Community Medicine, University of Oslo; 2008.
• [79]Rao KD, Peters DH, Bandeen-Roche K: Towards patient-centered health services in India—a scale to measure patient perceptions of quality. Int J Qual Health Care 2006, 18:414-21.