Clients’ and Providers’ Perceptions of the Quality of Healthcare Services in a Secondary Healthcare Facility in Yakurr Local Government Area, Cross River State, Nigeria

Background

Quality of healthcare services is a critical determinant of health outcomes and utilization of health facilities. In Nigeria, especially at the secondary healthcare level, concerns have been raised regarding the adequacy of infrastructure, patient–provider relationships, responsiveness of services, and overall satisfaction. Understanding both clients’ and providers’ perspectives provides a holistic assessment of the strengths and weaknesses of healthcare delivery.

Aim: This study aimed to assess the perceptions of clients and healthcare providers regarding the quality of services delivered at a secondary healthcare facility in Yakurr Local Government Area, Cross River State.

Objectives

1. To evaluate clients’ satisfaction with healthcare services in terms of accessibility, waiting time, communication, and outcomes.

2. To assess providers’ perceptions of service delivery, resource adequacy, and patient interactions.

3. To identify gaps between client expectations and provider perspectives on service quality.

4. To recommend strategies for improving healthcare quality in secondary facilities in the LGA.

Methodology: The study employed a cross-sectional descriptive design using a mixed-methods approach:

Quantitative surveys administered to clients attending the facility to assess satisfaction and perception indicators.

Key Informant Interviews (KIIs) conducted with healthcare managers and Stakeholders to capture insights on systemic and operational challenges.

Data analysis involved descriptive statistics, chi-square tests for associations, and thematic analysis for qualitative data.

Key Findings were: Clients generally appreciated staff courtesy and clinical care but expressed dissatisfaction with long waiting times, inadequate drug supply, and infrastructural limitations. Providers highlighted challenges such as resource shortages, inadequate staffing, and poor working conditions, which affect service delivery.

Significance of the Study: The findings provide evidence for policymakers and health managers in Cross River State to design targeted interventions that address both client needs and provider challenges. Enhancing the quality of secondary healthcare services will strengthen trust in the health system, increase utilization, and improve population health outcomes.

Conclusion: Clients’ and providers’ perceptions offer complementary insights into healthcare quality. Bridging the identified gaps through improved resource allocation, staff motivation, and patient-centered approaches will contribute to achieving equitable and effective healthcare delivery in Yakurr LGA and beyond