Are the urban poor satisfied with health care services for child delivery? Evidence from an Urban Primary Health Care (UPHC) Project in Bangladesh

Background. Patient's satisfaction with health care facilities and services is one of the indicators to assess quality health care. Objectives. This study was intended to assess the level of satisfaction with delivery care and its associated factors among the mothers who delivered their child at health facilities in the urban areas of Bangladesh. Material and methods. This was a cross-sectional study conducted among women aged 15-49 years having at least one child aged two years living in an Urban Primary Health Care Project area. A total of 3949 women were interviewed. A two-stage cluster sampling technique was adopted to select the participants. Multinomial regression analysis was carried out to identify the potential predictors of level of satisfaction with delivery care. Results. The analysis revealed that the women were least satisfied with accessibility and quality of services provided during delivery care. They were satisfied with availability, support services and interpersonal communication of the health facility. Multinomial regression analysis revealed that the satisfaction level among women who received post-delivery counseling from the non-poor catchment area was 6.98 times higher, compared to 5.88 times who received such counseling from the poor catchment area. However, women from poor families appeared to be highly satisfied with delivery care in the poor catchment area (p < 0.001). Conclusions. Although the study revealed that the women were satisfied overall with the delivery of care, there is still much work needed to be done in the area of providers' work quality, interpersonal communication such as behavioral issues, and accessibility to the health services.