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Periodical article Periodical article Leiden University catalogue Leiden University catalogue WorldCat catalogue WorldCat
Title:Students' perceptions of quality of health services offered [at] Bindura University of Science Education, Zimbabwe
Authors:Chibatamoto, P.P.
Mavhunga, F.
Year:2004
Periodical:Zambezia (ISSN 0379-0622)
Volume:31
Issue:1-2
Pages:148-160
Language:English
Notes:biblio. refs.
Geographic terms:Zimbabwe
Southern Africa
Subjects:health care
evaluation
students
Medicine, Nutrition, Public Health
College students--Attitudes
Medical care
Patient satisfaction
Bindura University of Science Education (Zimbabwe)
Abstract:A cross-sectional exploratory study was designed to systematically assess the perceptions of university students about services offered at Bindura University Health Facility, Bindura, Zimbabwe. The overall level of satisfaction was below the expected level of 70 percent. The major reasons for dissatisfaction were lack of physical examination, failure to prescribe drugs and negative attitude of service providers. Although the students reported that the service providers were polite and respectful during consultations, they were very concerned with the lack of confidentiality. This problem was compounded by the lack of aural privacy at the clinic as revealed by the research. Specifically, the respondents in the waiting room could hear the discussions of the service provider and the client in the consultation room. When specific indicators of quality were analysed, the respondents were only satisfied with the dimension of assurance (knowledge and courtesy of employees and their ability to convey trust and confidence). That is, the service providers were polite, respectful, considerate and competent. There is need to address issues raised by respondents and determine the perceptions of the service providers with regard to services offered. The research has brought out the importance of customers in any service environment. For a client-centred organization, the perception of the customer determines the acceptability of a service. Bibliogr., sum. [Journal abstract, edited]
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