Caregivers’ Voices: Experiences and Satisfaction with Paediatric Care in a Nigerian Tertiary Hospital

Abstract

Background: Parental satisfaction is an important indicator of the quality of paediatric care and is influenced by both clinical and non-clinical factors.

Objective: To assess caregivers’ satisfaction with paediatric services and the determinants at a Nigerian Teaching Hospital.

Methods: A hospital-based, cross-sectional study was conducted among caregivers of admitted children using a structured questionnaire over 5 months. Descriptive statistics were used to summarise responses, and weighted mean scores were calculated for each domain. Inferential statistics were used as necessary.

Results: High satisfaction was reported for healthcare providers, particularly doctors and nurses, with significant differences across staff categories (p<0.001). A lower satisfaction was observed in non-clinical domains, including registration, payment, laboratory, food, and discharge services, mainly due to delays and inefficiencies. Ward environment satisfaction was significantly influenced by admitting unit and education level, with better ratings in lower-acuity wards (p<0.001). Male and tertiary-educated caregivers reported higher satisfaction in selected service areas. Overall satisfaction was significantly associated with educational level and admitting unit.

Conclusion: Although clinical care remains a major strength, non-clinical service gaps significantly impair caregivers’ experience. Strengthening support services, improving infrastructure, and enhancing system efficiency are critical to improving satisfaction, service utilisation, and paediatric health outcomes.