1.1 Background of the study

Client satisfaction is a key measure of healthcare quality and is closely linked to service utilization, continuity of care, and health outcomes (Adeniji et al., 2023). In maternal and child health (MCH) services, satisfaction reflects the client’s perception of care across dimensions such as accessibility, waiting time, provider competence, interpersonal relations, facility cleanliness, and availability of essential drugs and commodities (Okafor et al., 2021). The World Health Organization’s framework for people-centred health services emphasizes that respectful, responsive, and acceptable care is as essential as technical competence in improving health system performance (Nair et al., 2020).

Studies in sub-Saharan Africa have shown that while increased investment in primary health care has expanded service availability, client satisfaction remains uneven due to persistent challenges such as long waiting times, poor communication, inadequate privacy, shortages of skilled staff, and stock-outs of essential medicines (Adeniji et al., 2023; Okeke et al., 2022). In Nigeria, evaluations of PHC-level MCH services report that dissatisfaction is particularly high in urban and peri-urban areas where expectations are higher and competition from private providers is greater (Odetola, 2022). Measuring client satisfaction in MCH services is therefore important not only as a service quality indicator but also as a diagnostic tool to identify bottlenecks in care delivery and to design interventions that improve both the experience and outcomes of care (Nair et al., 2020; Okeke et al., 2022).

1.2 Statement of the problem

Gwagwalada Area Council in the Federal Capital Territory serves a rapidly growing and diverse population, with multiple primary health care facilities delivering antenatal, delivery, postnatal, and child health services. Despite this network, anecdotal reports and periodic supervisory findings indicate challenges in service quality, including long waiting times, inconsistent availability of skilled staff during night shifts, and shortages of essential MCH commodities.

No recent systematic study has measured client satisfaction with MCH services in Gwagwalada’s PHC facilities. Without such data, it is difficult for local health managers to identify priority areas for improvement, to benchmark facilities against acceptable standards, or to monitor the impact of quality-improvement initiatives. Given that client satisfaction influences service utilization—particularly for antenatal visits, facility delivery, and postnatal care—low satisfaction could contribute to avoidable delays or avoidance of facility-based services (Odetola, 2022; Adeniji et al., 2023). An evidence-based understanding of the current satisfaction levels and their determinants will help guide targeted strategies, such as staff training in respectful maternity care, workload redistribution, and improved supply chain management for MCH commodities.

1.3 Aim and objectives of the study

Aim:

To assess client satisfaction with maternal and child health services in selected primary health facilities in Gwagwalada Area Council, FCT Abuja.

Specific objectives:

1. Determine the overall level of client satisfaction with MCH services in the selected PHC facilities.
2. Assess satisfaction across specific domains, including accessibility, waiting time, provider–client communication, privacy, availability of commodities, and facility environment.
3. Identify socio-demographic and service-related factors associated with satisfaction levels.
4. Recommend actionable strategies to improve client satisfaction in MCH services in the area council.

1.4 Research questions

1. What proportion of MCH service clients in selected PHC facilities in Gwagwalada are satisfied with the services received?
2. Which service domains have the highest and lowest satisfaction ratings?
3. What client and service characteristics are associated with satisfaction levels?
4. What improvements do clients suggest for enhancing MCH service quality?

1.5 Scope of the study

Geographical scope: Selected government-owned PHC facilities in Gwagwalada Area Council, FCT Abuja.

Population scope: Women attending antenatal care, delivery, postnatal care, or child health/immunization services in the selected PHCs during the study period.

Conceptual scope: Client satisfaction in terms of accessibility, waiting time, provider attitude and competence, facility environment, privacy, and commodity availability.

Exclusion criteria: Clients seeking emergency care for conditions unrelated to MCH services; individuals unwilling to participate.

References

Adeniji, F. O., Olayinka, A. T., & Omole, M. K. (2023). Clients’ satisfaction with maternal and child health services in primary health care facilities in southwestern Nigeria. BMC Health Services Research, 23, 1145.

Nair, M., Yoshida, S., Lambrechts, T., Boschi-Pinto, C., Bose, K., Mason, E. M., & Mathai, M. (2020). Facilitators and barriers to quality of care in maternal, newborn and child health: A global situational analysis through meta-review. BMJ Open, 4(5), e004749.

Odetola, T. D. (2022). Assessment of client satisfaction with maternal health services in primary health centres in Oyo State, Nigeria. African Journal of Reproductive Health, 26(4), 74–84.

Okafor, C. B., Oche, M., & Yusuf, A. (2021). Evaluation of patient satisfaction with maternal health services in primary health care facilities in Nigeria. Journal of Public Health in Africa, 12(2), 186–192.

Okeke, T. A., Uzochukwu, B. S., & Okafor, H. U. (2022). Client satisfaction with primary health care services in urban and rural areas of Enugu State, Nigeria. East African Journal of Public Health, 19(3), 248–256.