Abstract
OBJECTIVE: The study examined the expectations of health consumers and perception used in judging
the Quality of health care services at the primary health care level.
METHODOLOGY: A cross-sectional study was carried out among randomly selected health consumers
that had received health care services in the hospitals designated as primary health care facilities in
Kwara State Nigeria.
RESULTS: Overall health consumers’ means score expectations was 6.57 while perception was 5.80.
Though was high in favour of females with no statistics significant difference. However, correlation test
revealed significant association in socio-demographic variables such as age, occupation and
educational status. Conversely, relationship was inverse in term of increase in education attainment
with lower perception value (pv = <0.001).
CONCLUSIONS: Expectation- perception gap was a major determinant of quality of health care services
at primary health care levels. Significant relationship occurred between heath consumer’s age,
occupation, educational status and overall expectation -perception of quality health care received. It is
recommended that hospital management need to monitor the link between the expectations including
perception of services received by patients for quality improvement at primary health care level.
Saka Mohammed Jimoh , Akande Tanimola Mankanjuola, Saka Aishat Oluwatoyin, Bello Fatai A, Isiaka Sulu Babaita. (2019) Health Consumer Expectations and Perception of Quality Care Services at Primary Health Care Level in Nigeria, Journal of Liaquat University of Medical and Health Sciences, Volume-18, Issue-1.
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