Abstract:
Background: Client satisfaction is a crucial outcome of healthcare, directly influencing the utilization of
health services. It displays the discrepancy between what clients’ experience and what is expected of
them. Ratings of enrollee and non-enrollee satisfaction are a crucial tool for identifying gaps in healthcare
service delivery quality. Client satisfaction influences their decision to enroll more members and their
willingness to continue using the service.
Objective: To assess clients’ satisfaction with health care service and associated factors among insured
and non-insured of community-based health insurance in Burayu town Health centers, Shagar city,
Oromia, Ethiopia, 2024
Methods: A comparative cross-sectional study was conducted on 347 clients at Burayu town, public
health centers, using systematic random sampling. Data was collected from January 1, to February 2,
2024 and entered to Epi data 3.1 Software and exported to SPSS Version20 for analysis. Descriptive
analysis was done and presented by frequency, mean, standard deviation, tables and figures. To detect
association between outcome variable and independent variables both bivariable and multivariate logistic
regression analysis was done. Candidacy of variables identified at bivariable logistic regression and
entered to multivariate logistic regression and the significant association between the independent and
outcome variables was declared at p-value less than 0.05 with 95% confidence interval.
Results: The response rate of this study was 99.14%. ,Study participants' overall satisfaction rate was 212
(61.10%) of these, the community-based health services satisfaction rates for insured and non-insured
individuals were 117(67.24 %) and 95(54.91%), respectively. Having one to three family members
(AOR=2.31:95%CI: 1.71-5.47), being a farmer (AOR=3.46: 95%CI:1.11-10.82),being a merchant
(AOR=2.19: 95%CI: 1.12-4.84), lack of knowledge about community based health insurance
(AOR=0.64: 95%CI: 0.52-0.88), not being enrolled in community based health insurance (AOR=0.78:
95%CI: 0.47-0.93), the welcoming of healthcare providers, and the availability of prescribed drugs
(AOR=2.42: 95%CI: 1.98-464 and AOR=1.94: 95%CI: 1.02-3.42) were among the factors associated
with client satisfaction status.
Conclusion: The level of client satisfaction was relatively high. Family size, employment status, lack of
awareness of community based health insurance, non-enrollment in community based health insurance,
welcoming of healthcare providers, and availability of prescribed drugs are factors linked to client
satisfaction.
