International Journal of Social and Behavioural Sciences Vol. 2(1), pp. 011-017 January 2014 Available online at http://www.academeresearchjournals.org/journal/ijsbs ISSN 2327-719X ©2014 Academe Research Journals Full Length Research Paper Determinants of clients’ satisfaction with healthcare services at Pumwani Maternity Hospital in Nairobi - Kenya *Margaret Wandera Nyongesa, Prof. Rosebella Onyango and Prof. Rose Kakai Maseno University, P.O. Box 77807 – 00622, Nairobi, Kenya. Accepted 11 January, 2014 This study aims to identify factors which determine patients’ satisfaction with health care services at Pumwani Maternity Hospital in Nairobi Kenya. It assessed the client’s satisfaction with health care services at Pumwani Maternity Hospital in Nairobi, Kenya. A descriptive cross sectional study design was used, purposive sampling method was applied to select the institution and a sample size of 280 of postnatal mothers was calculated from a population of 1000 using Fisher’s method. Systematic sampling was used to select the clients. Patient’s satisfaction on the quality of services offered to them was determined using observation checklist and structured Likert scale questionnaire for exit interviews to select clients. Data were collected over a period of 3 months, and both descriptive and inferential analysis was done. The study shows that despite the high cost services, inadequate staffing and poor sanitation, the hospital managed to offer quality services that satisfied the majority of clients. The factors identified to determine patient satisfaction were patient waiting time, attitude of the providers, availability of drugs and services, affordability of the services, level of staffing and level of cleanliness. The findings would help in implementation of quality health care and improvement for best results of clients’ satisfaction. Key words: Pumwani Maternity Hospital, patient, satisfaction, health care. INTRODUCTION In recent decades, determining the level of patient satisfaction has been found to be the most useful tool for getting patients views on how to provide care. This is based on two major principles: patients are the best source of information on quality of health services provided and patient views are the determining factors in planning and evaluating satisfaction. Many developing countries like Kenya, Uganda, Tanzania, Ethiopia, Somali, Zimbabwe, Malawi, Nigeria, Ghana among others face the problem of inadequate budgetary allocations and constrained capacity for provision of quality health care to satisfy the patient’s needs. This is largely attributed to poverty, poor economic performance and population growth leading to reduced growth in health sectors, inadequate budgetary allocations and constrained capacity for provision of quality social services including health care. In the face of increasing demands for health services, many Sub- Sahara African countries in the region are anxious to further mobilise public budget resources and at the same time explore new financing modalities, though not many countries have succeeded in putting in place sustainable health care financing policies and strategies (Lambo and Sambo, 2003). In Tanzania, a survey on patients’ satisfaction level with health care services offered in public health facilities indicates that there is need for improvement in technical quality of care, interpersonal aspects and communication (Matee et al., 2006). Since Kenya attained its independence in 1963, there has been massive growth and development of health care systems at various *Corresponding author. E-mail: maggwande@gmail.com. Tel: + 254722-561826/ 0732- 844990.