Gender differences in client satisfaction and its relationship with utilization of primary health care services in Pakistan

Abstract

Background: Assessing client satisfaction with services is of prime importance for
policymakers and health care managers of the countries with low utilization of
primary health care (PHC) services.
Objectives: This study explores gender differences in client satisfaction with PHC
services, and association of client satisfaction with the utilization of PHC services
at basic health unit (Ahmed et al.) level in Balochistan province, Pakistan.
Methods: In this cross-sectional study, data were collected from 302 respondents
within the service areas of selected 10 BHUs. The respondents were selected
through simple random sampling. Weighted average index, t-tests and multiple
regression analyses were used separately for women and men to investigate the
differences in effects on their satisfaction levels on utilization of PHC services.
Results: The findings revealed that both men and women were not fully satisfied
with the PHC services provided by the BHUs. They were mainly dissatisfied with the
availability of medicines for chronic diseases, laboratory services, reproductive care
and health education and quality of care. Gender differences were also found in
the satisfaction with the convenience of BHU locations, distance to BHUs and
services hours. These findings confirm that primary health care services are indeed
poorly organized at BHUs.
Conclusions: These findings revealed shortcomings in the performance of primary
health system at BHUs level, particularly in Balochistan province Pakistan.
Policymakers and health care managers are suggested to revamp the existing
service delivery strategies in order to make them more gender-responsive so that
it could meet the expectations and PHC needs of both men and women.