Analysis of user satisfaction with healthcare services in urban areas in a western region of Madagascar in 2019

Abstract

Introduction: Benefiting from a better quality of care constitutes satisfaction for users. This study aims to evaluate the quality of the offer andof thecare in an urban basic health center located in a western region of Madagascar. Methods: This was a cross-sectional study of health personnel and patients seen in outpatient consultation during the period from September 1 to December 30, 2019. Health personnel who worked in the urban basic health center and patients seen in outpatient clinics during this period were recruited exhaustively. The data was collected individually, then cleaned and analyzed by Epi Info software. Results: In total, 09 health personnel and 130 users were recruited. The average age of healthcare providers is 46.89 (±7.17) years. And the median age of users was 31, with a minimum of 17 and a maximum of 71. The majority of users appreciate the good quality of reception (89.2%), better care (80.8%), good quality of care provided (85.4%) and responsible behavior of staff ( 92.3%). Conclusion: The majority of users, but not all, were satisfied with the quality of care offered. A development of the center as well as strengthening the skills of health personnel would prove to be necessary to improve the quality of care and to reduce the existing gaps between users and health personnel.