The level of satisfaction of hospitalized patients in the health district of Koutiala in Mali in 2019

Abstract

Introduction: Respect for the needs and wishes of patients is central to any health system. Presented as a parameter of evaluation of the public services, the satisfaction of the users is considered as an indicator of the quality of the care. It is in this perspective and following multiple complaints from users that we have found it useful to study the satisfaction of patients hospitalized in the health district of Koutiala. Methods: A mixed cross-sectional study involving 83 patients was conducted from June to July 2019. Comparis.ch adapted and translated into local language (Bambara) for accessibility was administered face-to-face. Results: With a sex ratio of 0.63 for females, the mean age was 39.3 ± 19.5 years with extremes of 11-85 years. Out-of- school children accounted for 51.81%. The age group 18- 34 years accounted for 41%, 47% came from the urbane communes of Koutiala. The overall satisfaction rate was 94%. The main elements associated with good satisfaction were: confidence in caregivers (p=0.002), waiting time when needed (p=0.04), safety of care (p=0.017), intention to recommend (p=10⁻³) the quality of services (p=10⁻³). Those incriminated in the dissatisfaction were: the requirement of a surety (p=0.003), the sale of medicine by the caregivers. Conclusion: The overall satisfaction of hospitalized patients was correlated with an improvement in their state of health; however, the points of dissatisfaction enumerated are preferred themes of action.