Thoko Ndaba*, Myra Taylor and Musawenkosi Mabaso
Background: In South Africa, increasing attention has been paid to measure structural and process quality of Primary Health Care (PHC), but there has been a paucity of process-based measures of health care quality developed to assess utilization or performance improvement. This paper explores client satisfaction on maternal and neonatal care following implementation of a Partnership Defined Quality process (PDQ) in a peri-urban setting in KwaZulu-Natal, South Africa.
Methods: This was a qualitative study that used a purposive sampling technique to select 80 pregnant women from three primary health care catchment areas (n=80). The interviews were audio-recorded, translated and transcribed verbatim from the local language to English. Thematic analysis was used and the results presented in quotes in accordance with the themes that emerged.
Results: Mothers needed a welcoming environment at antenatal care consultation rooms as well as delivery rooms. They emphasized caring through a dedicated health team, which is keen, supportive, committed to do their work and prepared to listen to the maternal and neonatal challenges that mothers may present with at health care facilities. They highlighted a need for quality maternal, child and neonatal service backed up by credibly qualified staff coupled with professionalism.
Conclusion: Pregnant mothers should be attending clinics that provide quality maternal, neonatal and child health care services that function optimally at all times. It is important that clinics have an operational protocol that clearly directs norms and standards for quality delivery of health care services. Quality Improvement (QI) teams working together with the community and health care intend to continue to monitor and evaluate QI processes.
Published Date: 2024-07-29; Received Date: 2019-08-19
