Abstract:
Background: Cervical cancer is the easiest gynecologic cancer to prevent with regular screening tests and follow-up. It is also highly curable when detected and treated early. For this quality screening service that can address the demands of clients will be of paramount importance for all women particularly those with age greater than 30 years are at risk for cervical. Objective: To assess service quality and client satisfaction towards cervical cancer screening, in Addis Ababa Ethiopia, 2020. Methods: Descriptive cross-sectional study was conducted using both quantitative and qualitative method, to assess quality of cervical cancer screening and client satisfaction. A facility based descriptive cross-sectional study design was used to assess service quality and client satisfaction towards cervical cancer screening. Data was collected by using a questionnaire developed based on Avedis Donabedian model that provides a framework for evaluating quality of health care and examining client satisfaction. The data collection instruments was coded and checked before entry. Health facilities were stratified on the basis of their geographical location, after which a simple random sampling technique was used. The sample size was determined manually for each specific objective using a single population proportion formula, the total sample size was 421 for quantitative study. Purposive sampling technique was used for a qualitative study and data were ultimately collected from 9 (nine) independent health facilities (Health care providers). Result: From 260 (62%) participant who were satisfied of cervical cancer screening service, 204 (39.23%) were between age group of 30-49 years, 38 (7.31%) age of ≤29, and the rest 18 (3.46%) were ≥ 50 years old. Regarding the level of support from direct care giver 284 (67.5) of participants were very satisfied. Concerning the collaboration level of entire workers in the health care institution 252 (59.9) were very satisfied. In the majority of health facilities, the quality of cervical cancer screening services has been low. Conclusions: The present study found that more than half or 62% of cervical cancer screening recipients were satisfied with the overall service delivery. There is a good improvement in the satisfaction rate of the recipient of the service, but overall satisfaction of the cervical cancer screening service was lowest. This study shows that the quality of service at the cervical cancer screening center was low. The reasons for poor quality of service were lack of motivation on the part of health personnel, lack of effective follow-up and transparency on the part of the government, lack of willingness on the part of management to provide opportunities and motivate staff, lack of consistent quality assessment measures. This low standard has an impact on the use of the service.