Healthcare service utilisation among undergraduate students: Knowledge, attitude, and experiences at a Nigerian university health service

Abstract

Objective: This study examines undergraduate students’ knowledge, attitude and experiences on the utilisation of healthcare services at the University hospital. Method: A descriptive cross-sectional survey design was adopted. Data were collected from 420 undergraduate students using a multi-stage sampling approach. Interviewer-administered questionnaires were used for data collection. The questionnaire consisted of 42 items, including demographic information of respondents, knowledge of health services, attitude towards healthcare services, experience with use of health services and factors influencing the use of health services at BUTH. Results: The findings reveal a generally neutral stance toward healthcare experiences, with respondents expressing mixed feelings regarding service accessibility and the responsiveness of healthcare staff. Notably, long waiting times and perceived staff attitudes were major barriers to utilisation. Although students demonstrated knowledge of available healthcare services, their experiences did not translate into strong confidence or recommendations to others. Factors influencing healthcare utilisation included the severity of symptoms and the reputation of healthcare professionals. The study underscores the need for service improvements to enhance healthcare satisfaction and utilisation among university students. Conclusion: The study shows that undergraduate students possess adequate knowledge of university healthcare services; however, neutral perceptions and barriers such as prolonged wait times, care quality and staff attitudes limit utilisation. Enhancing service efficiency and responsiveness is essential to improving student satisfaction and healthcare engagement.