Quality of service and associated factors in neonatal intensive care unit at Debre Berhan Referral hospital, Debre Berhan Ethiopia: A cross sectional study

Background: Neonatal Intensive Care Units (NICUs) are important units to maintain the health of newborns in hospitals. However, there are complaints about the quality of care in the NICU. Objective: The aim of this study was to assess the quality of services and associated factors in the NICU at Debre Berhan Referral Hospital. Materials and Methods: We conducted a cross-sectional study from January to June 2017 on a sample of 129 neonates. The data were collected through 5-point Likert scale questionnaire and observation and analyzed using SPSS version 20. In the meantime, bivariate and multivariate logistic regression was computed. We considered the level P < 0.05 statistically significant. Results: The maternal mean satisfaction score in the NICU was 77%. Majority (89%) of the respondents were satisfied with compassionate care and 85.5% with cleanliness of the compound. Half of the respondents, i.e., 53.5%, were dissatisfied with waiting time for card and test results. Equipment and drugs were not fulfilled in the NICU ward. The odds ratio of maternal satisfaction was higher among mothers who were satisfied with complaint procedures (adjusted odds ratio [AOR] = 13.8, 95% confidential interval [CI]: 4.48–42.38), those who were allowed to have visitors (AOR = 17.04, 95% CI: 2.83–102.4), and those who were satisfied with functionality and cleanness of toilet (AOR = 9.59, 95% CI: 1.19–76.87). Conclusions and Recommendations: The over all levels of maternal satisfaction were suboptimal. Mothers were highly satisfied with medication availability and cleanness of the hospital compound. Being satisfied with complaint procedure, allowed to have visitors, and satisfied with functionality and cleanness of toilet were the independent predictors