Abstract
This study has been carried out in order to evaluate the
level of satisfaction of users as far as health services of BHC are concerned.
Being quantitative and qualitative, a questionnaire for investigation has been
submitted to 64 admited patients, and a guide of interview has served to speak
to 4 nurses. After typewriting, data treatment and analysis through SPSS.12
computer system, the following results have been obtained.
Concerning services, 34.4% of respondants are not satisfied
with their service provided; 31.2% are a bit satisfied; 21.9% are satisfied;
12.5% are totally satisfied; 51.6% say that there is a good communication
between workers. For 67.2%, treatments are of quality; 67.2% do not make any
case of disease got in the hospital; 42.2% are only a bit satisfied of water
supply; 87.5% can recommend their close relatives to get medical treatment from
BHC.
The satisfaction of users has not relationship neither with
workers' punctuality (p=0.068>0.05); nor with the estimated quality of
treatments (P=0.067>0.05), nor with diseases got in the hospital
(p=0.226>0.05), nor with the recommendation of a close relative to get
medical treatment from BHC (p=0.054>0.05). Moreover, 84.4% think that they
were treated safely; 34.4% judge the infrastructures positive. Latrines are
estimated hygienic at 67.2%; bedding is said to be suitable at 50%. The
satisfaction of users is significantly associated with safety treatment
(p=0.037<0.05); to infrastructures (p=0.001<0.05); to latrines
(p=0.000<0.05). In order to know what workers think of what the appreciation
of users is as far as service provided concerned, they estimate that the users
of their institution have positive appreciation of services they benefit
from.
As for social support, 82.8% think that the personnel is
welcoming; 82.8% accept that they are treated with dignity; 67.2% declare that
there is collaboration between their close relatives and nurses; 84.4% have
difficulty to speak to nurses; 67.2% say they are respected undesirable effects
are prevented at 65.6%. Satisfaction is function of welcome (p=0.031<0.05),
dignity of treatment (p=0.031<0.05), collaboration between close relatives
and nurses (0.002<0.05), facility to talk to nurses (p=0.037<0.05), time
during which a patient waits for a nurse (p=0.000<0.05), respect of
rendez-vous (0.002<0.05), and prevention of undesirable effects
(p=0.047<0.05). Furthermore, 67.2% trust nurses; 48.4% have explanations
about exams; 51.6% spend 5 minutes waiting for a nurse. Satisfaction of users
is not connected with confidence in providers of services (p=0.226>0.05),
nor with relationships with other patients (p=0.134>0.05), nor with clarity
of explanations based on exams (p=0.632>0.05). The interviewed personnel
estimate that the patients appreciate positively social support, given the fact
there is collaboration between nurses and patients.
Concerning invoicing, 96.9% accept the treatments are served
within BHC; 82.8% say that invoices are not affordable; 51.6% say that those
who have paid the guarantee judge it at 66.7% less humane. There is no link
between the degree of satisfaction and the fact that medicaments are served
within the hospital (p=0.584>0.05), and the guarantee (p=0.388>0.05). The
degree is, however, significantly linked with invoicing (p=0.031<0.05) and
the guarantee (p=0.004<0.05). Interviewed nurses acknowledge that invoicing
in not equal to the task taking into consideration their level of income.
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