Mother's Childbirth Experiences Impacting Satisfaction and Prospective Service Utilization at A tertiary Health Centre in Benue State, North-Central, Nigeria: A Mixed Methods Approach

Abstract

Background: Women's experiences which impacts on the level of satisfaction with institutional childbirth services is crucial as it influences utilisation of care offered at health facilities. This study aimed to assess mothers' satisfaction with delivery services in Federal Medical Centre Makurdi in Benue State and their intention for future utilisation of the facility. Methodology: A cross-sectional survey using both quantitative and qualitative methods was conducted among postnatal clinic attendees. Data were collected using questionnaires from 200 eligible women and in-depth focused group discussions. Quantitative data were analysed using SPSS version 25, while qualitative findings were presented thematically. Results: The average age of respondents was 30.49 ±5.36 years. Most were married (98.0%), of Tiv ethnicity (55.5%), urban dwellers (94.5%), and educated to tertiary level (57.0%). Multiparous women formed 70.5%. About 35.5% attended antenatal care (ANC) fewer than eight times, while 64.5% attended eight or more times. Most deliveries were spontaneous vaginal (65.0%), with no complications to newborns (86.0%) and mothers (85.0%). Overall satisfaction was 37.6 %, while 62.4 % were dissatisfied. Dissatisfaction with cleanliness was rated as 60%, interpersonal relationship (61.0%), information provided (53.5%) and technical aspect of care (60.5%). Areas of concern (dissatisfaction) were uncleanliness of toilets, scarcity of water, non- availability of necessary medicine & supplies and poor interpersonal relationships.  Despite the displeasure expressed, 75% of the women were willing to use the facility for future childbirth. Conclusion:  Satisfaction was poor but intention to use facility in future was high. Infrastructural rehabilitation, equipping and provision of commodities are essential for improvement in quality of childbirth services. Training and re-training of skill birth attendance will solve the aspect of poor interpersonal relationship and inadequate provision of information to client during childbirth.