What determines client satisfaction on labor and delivery service in Ethiopia? Systematic review and meta-analysis

Abstract

Introduction The uptake of Health services, maternal and newborn health care outcomes are dictated by the satisfaction of clients on the service provided. Client satisfaction is one of the vital indicators to measure the quality of service. However, it is not well addressed and little evidence is existed in Ethiopia. Therefore, the purpose of this systematic review aimed to assess the prevalence and determinant of client satisfaction on labor and delivery service in Ethiopia. Methods This study has included published and unpublished articles. The main databases PubMed, Embase, EBSCO, Medline, CINHAL, Poplin, and the search engine like Google and Google scholar were used from June1-30/2020. Studies with observational study design which are conducted in English language and met the eligibility criteria were included in the review. Meta-analyses with random effects were performed. Data synthesis and statistical analysis were conducted using OpenMeta and CMA version 2 software. Results The pooled prevalence of client satisfaction on labor and delivery service in Ethiopia was 73.5% [95% CI [64.9%, 82.1%]. The pooled odds ratio showed a negative association between client satisfaction on labour and delivery service with Promptness of care [OR = 0.25; 95% CI: (0.18, 0.34), P = 0.0001], Free service charge [OR = 0.70; 95% CI: (0.57, 0.86), P < 0.0007], Privacy during examination [OR = 0.25; 95% CI: (0.10, 0.64), P < 0.004], Respectful maternal care [OR = 0.40;95% CI: (0.19, 0.83), P = 0.01], Plan to delivered at health facility [OR = 0.49; 95% CI: (0.37, 0.66), P < 0.00001] and ANC follow-up [OR = 0.39; 95% CI: 0.24, 0.63, P < 0.0001]. Conclusions This review revealed that client satisfaction on labor and delivery service in Ethiopia was 73.5%. Besides poor care of providers on the antepartum, intrapartum and lack compassionate and respectful care affects client satisfaction on labor and delivery service in Ethiopia.