Client Satisfaction with Services in Uganda’s Public Health Facilities. A Study by the Medicines Transparency Alliance (MeTA), Uganda
(2014; 44 pages)


In 2010, in an effort to improve the medicine supply system in Uganda, the Ministry of Health started distributing predetermined medicine kits for lower health facilities (Health Centre II and III) while allowing higher facilities to continue ordering for the medicines they needed. Prior to this effort, a pilot program, the Medicines Transparency Alliance (MeTA) was also launched in Uganda by the World Health Organization (WHO) in 2009. MeTA’s overarching goals is to “improve the lives of millions of people by helping them get access to the medicines they need.” In Uganda, MeTA brings together all stakeholders in the medicines market to improve access, availability and affordability of medicines.

In 2013, as part of its broad work program, MeTA Uganda undertook a study examining client satisfaction with health services delivery; medicine availability at the facility level; and the extent of citizen empowerment in advocating improved health service delivery. The main objective of the study was to establish the factors influencing client satisfaction with health services, particularly medicines, in public health facilities in Uganda.

The study covered 10 districts, 202 health facilities, and more than 3,000 patients as well as nearly 500 frontline service delivery personnel and policy level staff. Survey tools were designed on the basis of theory that when citizens are empowered, they can advocate effectively for and demand quality services and accountability at various levels of government.

This report provides a summary of the key findings from the study as well as presents a variety of recommendations for different stakeholder groups. The study also suggests recommendations for enhancing the role of MeTA to better address some of the emergent issues.

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