Client Satisfaction to Referral Service and Associated Factors Among Health Centers in Tigray, Ethiopia, 2019

Figures & data

Table 1 Socio-Demographic Characteristics of Referred Patients Among Health Centers in the Eastern Zone of Tigray, Ethiopia, 2019 (n=421)

Socio-Demographic Variables	Frequency(n)	Percentage (%)
Sex
Female	236	56.7
Male	180	43.3
Age
18–24	107	24.3
25–34	123	30.1
35–44	98	24
≥45	88	21.6
Marital Status
Married	278	66.8
Never Married	99	23.8
Divorced or Widowed	39	9.4
Occupation
Governmental	44	10.6
Student	66	15.9
Farmer	92	21.8
Housewife	110	26.4
Merchant	59	14.2
Unemployed	30	7.2
Others	21	5
Religion
Orthodox	320	76.9
Muslim	34	8.2
Catholic	38	9.1
Protestant	24	5.8
Residence
Rural	254	61.4
Urban	160	38.6
Educational Status
No Education	180	43.3
Primary	62	14.9
Secondary	139	33.4
≥12	35	8.4

Notes: Other in occupational status includes NGO worker and pension.

Table 2 Client Level of Satisfaction Toward Different Components of Referral Service Among Referred Client by Health Centers in the Eastern Zone of Tigray, Ethiopia, 2019 (n=421)

Item	Satisfied N (%)	Dissatisfied N (%)
Admission Process
1. I was notified of my referral	208(50.0%)	208(50.0%)
2. The referral process was generally easy, hassle free, and timely	159(38.2%)	257(61.8%)
Treatment
1. I was satisfied with the care given to me at the health center	205(49.2%)	211(50.8)
2. The health care provider is knowledgeable and treatment is appropriate for my referral	200(48.0%)	216(52.0%)
Communication
1. I was satisfied with the written/verbal communication from the health care provider	190(45.6%)	226(54.4%)
2. The case manager for my referral was responsive and helpful.	180(43.3%)	236(46.7%)
Time
I am satisfied with the time spent to get referral	162(38.9%)	254(61.0)
Customer Service
1. The staff was professional and responsive	208(50.0%)	208(50.0%)
2. I was able to get the information I need	204(49.0%)	212(51.0%)
3. The staff was helpful, courteous, and friendly	202(48.6%)	214(51.4%)
Discharge process
1. I received discharge paper to my referral	205(49.3%)	211(50.7%)
2. I was given an adequate advance notice of my referral from the health center	207(49.8%)	209(50.2%)
Overall
1. I would recommend this program to a friend or family member	200(48.0%)	216(52%)
2. I would come back to this health center	208(50.0%)	208(50.0%)

Figure 1 Overall client satisfaction rate toward referral of Health Centers among Eastern Zone of Tigray, Ethiopia, 2019 (n=421).

Table 3 The Multivariable Analysis of Selected Variables in Relation to Client Satisfaction Toward Referral Among Health Centers of Eastern Zone of Tigray, Ethiopia, 2019 (n=421)

Variable	Satisfaction		Crude OR with 95% CI	Adjusted OR with 95% CI	P value
	Satisfied(1)	Dissatisfied(0)
Sex
Female	100	136	1	1	1
Male	80	100	2.3(0.2–8.1)	1.4(0.7–3.0)	0.32
Age
18–24	59	48	4.2(2.3–12.0) *	3.1 (2.3–6.4) *	0.031 *
25–34	23	100	2.1(0.1–9.1)	1.3(0.1–2.0)	0.31
35–44	40	58	3.5(0.7–10.7)	1.2(0.2–2.4)	0.60
≥45	30	58	1	1	1
Marital Status
Married	178	100	1	1	1
Never Married	30	69	1.1(1.3–9.4) *	1.3(0.7–2.7)	0.56
Divorced or Widowed	10	29	3.0(0.6–7.5)	1.2(0.4–3.7)	0.82
Occupation
Governmental	26	18	1	1	1
Student	26	40	1.2(0.9–8.1)	0.9(0.6–5.1)	0.91
Farmer	70	22	2.0(0.3–5.2)	1.1(0.2–3.8)	0.13
Housewife	55	55	1.9(0.3–10.1)	1.4(0.3–6.9)	0.42
Merchant	20	39	2.1(0.6–2.3)	1.2(0.5–7.7)	0.94
Unemployed	6	29	1.9(0.2–7.5)	1.3(0.1–9.0)	0.31
Religion
Orthodox	200	120	1	1	1
Muslim	10	24	1.1(1.3–1.9) *	1.2(0.2–8.2)	0.82
Catholic	20	18	2.0(0.7–5.2)	1.7(0.4–7.1)	0.91
Protestant	4	20	2.5(0.5–14.0)	1.1(0.8–3.1)	0.53
Residence
Rural	200	54	1	1	1
Urban	140	20	1.9(2.2–4.3) *	2.2 (1.3–1.5) *	0.01 *
Educational Status
No Education	130	50	2.5(2.1–10.7) *	2.1 (1.7–4.9) *	0.03 *
Primary	30	32	1.2(0.2–5.1)	1.2(0.3–4.3)	0.14
Secondary	110	29	2.0(0.5–4.1)	1.6(0.6–5.1)	0.33
≥12	15	20	1	1	1

Notes: * p< 0.05 shows Significant factors.

Abbreviations: COR, crude odds ratio; AOR, adjusted odds ratio; CI, confidence interval.