Original Research

Evaluation of the quality of service delivery in private sector, primary care clinics in Kenya: A descriptive patient survey

Gulnaz Mohamoud, Robert Mash
South African Family Practice | Vol 62, No 1 : Part 4| a5148 | DOI: https://doi.org/10.4102/safp.v62i1.5148 | © 2020 Gulnaz Mohamoud, Robert Mash | This work is licensed under CC Attribution 4.0
Submitted: 02 June 2020 | Published: 22 October 2020

About the author(s)

Gulnaz Mohamoud, Department of Family Medicine, Aga Khan University Hospital, Nairobi, Kenya; and, Division of Family Medicine and Primary Care, Stellenbosch University, Cape Town, South Africa
Robert Mash, Division of Family Medicine and Primary Care, Stellenbosch University, Cape Town, South Africa

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Background: The quality of service delivery in primary care (PC) is an important determinant of clinical outcomes. The patients’ perspective is one significant predictor of this quality. Little is known of the quality of such service delivery in the private sector in Kenya. The aim of the study was to evaluate the quality of service delivery in private sector, PC clinics in Nairobi, Kenya.

Methods: The study employed a descriptive cross-sectional survey by using the General Practice Assessment Questionnaire in 378 randomly selected patients from 13 PC clinics. Data were analysed using the Statistical Package for Social Sciences.

Results: Overall, 76% were below 45 years, 74% employed and 73% without chronic diseases. Majority (97%) were happy to see the general practitioner (GP) again, 99% were satisfied with their consultation and 83% likely to recommend the GP to others. Participants (97%) found in receptionist helpful and the majority were happy with the opening hours (73%) and waiting times (85%). Although 84% thought appointments were important, only 48% felt this was easy to make, and only 44% were able to access a particular GP on the same day. Overall satisfaction was higher in employed (98%) versus those unemployed (95%), studying (93%) or retired (94%) (p < 0.001).

Conclusion: Patients reported a high quality of service delivery. Utilisation was skewed towards younger, employed adults, without chronic conditions, suggesting that PC was not fully comprehensive. Services were easily accessible, although with little expectation of relational continuity. Further studies should continue to evaluate the quality of service delivery from other perspectives and tools.


consultation; General Practice Assessment Questionnaire (GPAQ); health care quality; Kenya; patient satisfaction; primary care; private sector; service delivery


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