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Table 2 Mean scores of quality indicators in health facilities (n = 52)

From: Design and implementation of community engagement interventions towards healthcare quality improvement in Ghana: a methodological approach

  Mean scores
2nd assessment (2014) 1st assessment (2013)   p-value
Quality indicators Mean (SD)b Mean (SD) Mean diff.  
Respectfulness of staff 4.2(0.7) 2.9(1.1) 1.30 0.0000a
Courteousness of staff 4.2(0.7) 3.2(1.0) 1.00 0.0000a
Punctuality of staff 4.4(0.6) 3.0(1.0) 1.40 0.0000a
Clear information provision to clients 4.1(0.8) 1.7(0.8) 2.40 0.0000a
Directions to clients in health facility 4.1(0.9) 2.4(1.1) 1.70 0.0000a
Availability of drugs 4.0(0.9) 1.8(0.8) 2.20 0.0000a
Fair queuing system 3.9(0.8) 2.2(1.2) 1.70 0.0000a
Waiting time for clients 3.6(0.9) 1.9(0.9) 1.70 0.0000a
Availability of suggestion boxes 4.2(0.7) 3.4(1.1) 0.80 0.0000a
Information on use of suggestion boxes 3.4(0.8) 1.52(0.7) 1.88 0.0000a
Feedback system on clients’ complaints 3.8(0.9) 1.8(0.8) 2.00 0.0000a
Net promotor score+ 4.2(0.7) 2.2(0.8) 2.00 0.0000a
Overall quality score 4.0(0.6) 2.3(0.6) 1.70 0.0000a
  1. Source: WOTRO-COHEiSION Ghana Project (2013–2014); aWilcoxon signed rank test statistically significant (p < 0.0001); bMeans and SD rounded up to the nearest decimal; +Net promotor score is the client's chances of recommending the health facility to a friend or relative based on the overall perception of healthcare quality in the pertinent health facility