Patient Perception and Satisfaction With Health Care Professionals at Primary Health Care Facilities in Ife-East Local Government Area, Osun State, Nigeria

Abstract

Background: Patient perception and satisfaction with health care professionals are recognised as critical indicators of health service quality, patient compliance, and health outcomes. Despite sustained investment in primary health care (PHC) infrastructure in Osun State, patronage of PHC facilities in Ife-East Local Government Area (LGA) remains suboptimal, raising fundamental questions about the quality and acceptability of services delivered.
Methods: A descriptive cross-sectional survey was conducted among 185 patients attending nine purposively selected PHC facilities across the nine political wards of Ife-East LGA. The validated Patient Perception and Satisfaction Questionnaire (PPSQ), a 23-item instrument measuring seven dimensions of care, was administered using stratified random sampling. Data were analysed using descriptive statistics and one-way Analysis of Variance (ANOVA) with SPSS version 26.
Results: Female respondents predominated (68.1%). Overall satisfaction was high, with 80.0% affirming that the medical care received was near-perfect. The explanation of medical tests was rated as satisfactory by 89.2% of respondents. Physical infrastructure was largely adequate, though 65.5% reported that waiting rooms were too small. Critical supply-side deficits were identified: 69.2% reported drug shortages, and 75.1% confirmed insufficient technical staff. Patients' perceptions of health workers' listening behaviour were mixed, with 42.2% expressing doubt. Accessibility was affirmed by 91.9% of respondents.
Conclusion: Although patients expressed generally positive perceptions of healthcare professionals' competence and communication, critical systemic deficiencies, particularly drug stockouts, inadequate technical staffing, and overcrowded waiting areas, significantly undermine satisfaction and threaten the sustainability of PHC utilisation. Urgent, targeted policy interventions are required to address these structural gaps.