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Service delivery is one of the pillars identified by WHO 2007 that requires strengthening in health systems.Patient Satisfaction with health care services is of great importance as one way of evaluating service delivery.
The methods used may vary depending on the context, patient profile and types of services delivered as perceived by the patient.
The patients experiences may yet be influenced by their previous experiences with health care.
This needs to be factored in while still incorporating the patients view as a consumer of health services.
Many factors need to be taken into consideration when constructing patient satisfaction questionnaires to allow for inclusion of key factors.Cultural sensitivity is one and needs to be addressed.
Roseline Susan Njuguna is a Lecturer at Daystar University.She graduated from the University of London with a Master of Science in Health Systems Management in 2008.
She has lectured at the Kenya Methodist University in the Department of Health Systems since 2009.She has some on going work in Leadership and Governance in Health Systems Management.
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