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

Respectfulness of staff

4.2(0.7)

2.9(1.1)

1.30

0.0000^a

Courteousness of staff

4.2(0.7)

3.2(1.0)

1.00

0.0000^a

Punctuality of staff

4.4(0.6)

3.0(1.0)

1.40

0.0000^a

Clear information provision to clients

4.1(0.8)

1.7(0.8)

2.40

0.0000^a

Directions to clients in health facility

4.1(0.9)

2.4(1.1)

1.70

0.0000^a

Availability of drugs

4.0(0.9)

1.8(0.8)

2.20

0.0000^a

Fair queuing system

3.9(0.8)

2.2(1.2)

1.70

0.0000^a

Waiting time for clients

3.6(0.9)

1.9(0.9)

1.70

0.0000^a

Availability of suggestion boxes

4.2(0.7)

3.4(1.1)

0.80

0.0000^a

Information on use of suggestion boxes

3.4(0.8)

1.52(0.7)

1.88

0.0000^a

Feedback system on clients’ complaints

3.8(0.9)

1.8(0.8)

2.00

0.0000^a

Net promotor score⁺

4.2(0.7)

2.2(0.8)

2.00

0.0000^a

Overall quality score

4.0(0.6)

2.3(0.6)

1.70

0.0000^a