Clients’ Satisfaction Levels at Masvingo Provincial Hospital Outpatient Department

Stephania Manyanye, Catherine Sithole


This study seeks to explore client satisfaction levels on quality of health services provided at Masvingo Provincial Hospital Outpatients department. This study was prompted by the researcher’s observation when she used to work at Masvingo Provincial Hospital school of Midwifery. Satisfaction is subjective and individualised and is as such a perception by the individual on the receiving end and this study seeks to unearth clients’ satisfaction levels regarding quality of health services as rendered by health personnel in the outpatient department at Masvingo Provincial Hospital. The study employed a qualitative case study design and used semi-structured interviews for data generation.  Purposive sampling was used to select participants who were information rich and willing to participate. The study revealed that clients expected health personnel to have good communication ,politeness respond to clients needs promptly, provide privacy, adequate  nursing staff to cut on waiting time, and availability of essential dugs, and minimum on waiting time. This study recommends that hospital management to encourage health personnel to work on interpersonal clients relationships where patients are viewed as customers of care, provide privacy, and to improve on quality care and ensure availability of essential drugs.

Keywords: Clients satisfaction, quality health service provision, outpatients department, Masvingo provincial hospital.

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ISSN 2422-8419

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