Consumers’ Satisfaction with COVID19 Vaccination Services in Alexandria, Egypt

Background: Consumers' satisfaction is considered an attribute of quality of healthcare where its monitoring gives feedback on how appropriately as service is functioning. Positive consumer experience can be a key factor in the success of a mass vaccination program during a pandemic, with the goal of immunizing a significant proportion of the population.Objective(s): to assess Coronavirus disease 2019 vaccination consumers’ overall satisfaction with their experience and different process and organizational factors, as well as to find out suggestions for improvement.Methods: a cross-sectional design was used. The study was conducted in four randomly selected primary health care (PHC) COVID19 vaccination centers using a predesigned structured interview questionnaire to collect data from 400 consumers between July and October 2022.Results: The mean overall satisfaction score of the consumers with their vaccination experience was 7.8±1.58 out of 10. About 80% of consumers were willing to recommend the vaccine to others. Consumers were least satisfied with the presence of guiding signs about service steps (mean ± SD: 6.6±2.88), guidance of hotline team on the appropriate action to resolve problems related to vaccine (mean ± SD: 6.3±2.95), promptness of answer if you call hotline after any problem or side effect from the vaccine (mean ± SD: 6.2±2.47) and giving information about ministry of health hotline (mean ± SD: 3.2±3.72). The most common suggestion given by consumers was to improve the organization and decrease crowding (28.3%) followed by enhancing the hotline services (14.8%).Conclusion: Most of the COVID19 vaccination consumers were satisfied with their vaccination experience and were willing to advise others to take the vaccine. The competence of providers, information given by attending staff about the vaccine, convenience of working hours and accessibility to vaccination centers were the highest rated by the consumers; while hotline services in terms of promptness of answer and guidance to resolve any issue related to the vaccine and the presence of guiding signs inside the vaccination centers had the least satisfaction. Respondents’ most frequent recommendations were to improve the organization of PHC centers and decrease crowding followed by enhancing the hotline services.