Assessment of antenatal maternity service quality among patients at Mafikeng Provincial Hospital

Abstract

The purpose of this study was to assess antenatal maternity service quality among patients at Mafikeng Provincial Hospital in the North - West Province. Quantitative research using a SERVQUAL based questionnaire was carried out to determine the expectations and perceptions of antenatal patients on MPH antenatal service quality. Correlation studies were used to determine the relationship of expectations and perceptions on service quality. A total of 80 questionnaires were randomly handed out to antenatal patients over a two-week period of which 70 were successfully completed. The results of the study showed that antenatal patients have high expectations of MPH antenatal service quality and patients generally had positive perceptions on the quality of service they receive. Mixed responses were however obtained in areas involving clinic operating times and the ability of maternity staff to perform work right the first time. Findings of this research study were used to draw conclusions on antenatal care service quality. The study concluded with recommendations as well as highlighting possible areas of further research.