Assessing consumer satisfaction in rural and urban county health clinics

Background: Mississippi is significantly impacted by some of the nation's highest rates of obesity, diabetes, hypertension, and infant mortality. The Mississippi State Department of Health intermittently conducts a statewide needs assessment to assess services available to the maternal and child health (MCH) population. As part of that process, a consumer satisfaction survey is conducted. Objectives: The study objectives were to obtain demographic information of clinic consumers, assess service utilization, and document consumer opinions regarding facilities, staff, and services. Methods: The study was a cross-sectional design. Data were gathered using a survey instrument modified from a previous assessment. The questionnaire, available in both English and Spanish, included 26 questions about consumer demographics, attitudes and opinions. The convenience sample included 15-30 patients at the two busiest clinics in each of the state's nine public health districts. Findings: Questionnaires were collected from 346 clinic consumers. The sample interviewed was demographically diverse. The top three reasons reported for visiting the clinic were immunizations and/or records (40%), WIC (28%), and women's health (13%). The most frequent problems reported were lack of transportation, no extended hours, and work or school conflicts. New systems need to be tested to improve efficiency, decrease waiting time, and maximize privacy. Conclusions: Given that immunizations, WIC, and women's health account for the majority (>80%) of clinic visits, these data highlight the importance of rural and urban county health clinics in filling gaps in needed services for maternal and child consumers. Understanding the reasons consumers visit county clinics and how maternal child health needs can be better met presents as an opportunity to improve outcomes for Mississippi families.