Books by Charles Olaro

The present research revealed that with the exception of Humanity of care, the rest of the service delivery standards determine directly a client's satisfaction, clearly and significantly influencing the general level of satisfaction derived from the health facilities. The points of client dissatisfaction being influenced by time taken by clients to move from home to health facilities, means of transport used to move from home to health facility; the cost of hire of transport also affecte this index, payment for the services, waiting time for services, level of health care that was received (whether good/satisfactory). Physical and environmental facilities were visually appealing, the procedure of receiving care was well communicated, adequate information on where to receive a specific service was provided and there are labels at the different points in the different departments of the health facility. All the above was significant with a p-value less than 0.005. The overall satisfaction was at 87.6% which is commendable for public institutions which are often being criticized for poor performance.