Correlates of Responsiveness and Empathy on Antenatal Patients' Satisfaction in Primary Healthcare Facilities
Ehigiator O. Gift *
Ignatius Ajuru University of Education, Port Harcourt, Nigeria.
Orduwa W. Helena
Ignatius Ajuru University of Education, Port Harcourt, Nigeria.
Okolo Olungwe
Ignatius Ajuru University of Education, Port Harcourt, Nigeria.
Osigwe P. Chidi
Ignatius Ajuru University of Education, Port Harcourt, Nigeria.
Bello B. Gloria
Ignatius Ajuru University of Education, Port Harcourt, Nigeria.
*Author to whom correspondence should be addressed.
Abstract
Purpose: This study examines the correlates of empathy and responsiveness on antenatal patient satisfaction in primary healthcare facilities in Obio-Akpor LGA, Rivers State. The objective is to elucidate how these dimensions of service quality impact patient satisfaction during antenatal care.
Design/Methodology/Approach: Utilizing a quantitative survey design, the study surveyed 264 outgoing antenatal patients from 24 primary healthcare facilities in Obio-Akpor LGA. Stratified random and purposive sampling techniques ensured a representative sample, focusing on women with significant antenatal experience. Data collection involved adapted scales for measuring empathy, responsiveness, and patient satisfaction. Analysis was performed using multivariate analysis of variance (MANOVA), discriminant analysis, and multiple regression.
Findings: The regression analysis revealed a strong positive correlation between empathy, responsiveness, and antenatal patient satisfaction (R = 0.859, R² = 0.738). Responsiveness emerged as a more substantial predictor of patient satisfaction (unstandardized coefficient = 0.727) compared to empathy (unstandardized coefficient = 0.546). The ANOVA results confirmed the significance of both predictors, with empathy and responsiveness significantly affecting patient satisfaction (p < 0.001).
Research Limitations/Implications: While empathy significantly contributes to patient care, its direct impact on satisfaction is less pronounced compared to responsiveness. The study highlights the need for healthcare facilities to enhance both responsiveness and empathy to improve antenatal patient satisfaction. Future research could explore additional dimensions of service quality and their impact on patient outcomes.
Practical Implications: To improve responsiveness, healthcare facilities should invest in staff training focused on timely and effective care and adopt modernized communication tools for real-time patient interactions.
Originality/Value: This study provides new insights into how empathy and responsiveness influence antenatal patient satisfaction, emphasizing the importance of both dimensions in enhancing the quality of antenatal care. The findings offer practical recommendations for improving patient experiences in primary healthcare settings.
Keywords: Antenatal care, patient satisfaction, empathy, responsiveness, healthcare quality