EXECUTIVE SUMMARY
This work is about the level of satisfaction of the members of
the mutual Kingo la Afya on the services offered. It would like to answer the
3 questions specific to:
1. What is the level of satisfaction of the members of the
mutual health insurance scheme the mutual KINGO LA AFYA regarding financial
requirements?
2 What is the satisfaction level, members of the mutual health
insurance scheme the mutual KINGO LA AFYA regarding the quality of care?
3 What is the satisfaction level, members of the mutual health
insurance scheme the mutual KINGO LA AFYA regarding the provision of
services?
The study proposed to achieve the main objective of:
-
Evaluate the level of satisfaction of the members of the mutual Kingo LA Afya
on the services offered.
Specifically, the study tends to:
-
Evaluate the level of satisfaction, from the point of view financial
requirements, members of the mutual KINGO la AFYA,.
-
Evaluate the level of satisfaction on the quality of care, members of the
mutual KINGO LA AFYA,
-
Evaluate the level of satisfaction on the services, members of the mho KINGO LA
AFYA.
To achieve these objectives, three assumptions have been made
in the following way:
1. The amount of affordable membership, the amount of
contribution per person or per family affordable, affordable co-payments, and
frequency of quarterly contribution would be the level of satisfaction of the
members of the mho KINGO the AFYA on financial requirements.
2 Drugs effective and available, qualified staff, the good
reception of the sick would be the level of satisfaction of the members of the
mho KINGO the AFYA on the quality of care.
3 Health facilities regarding standards and the package of
acceptable activities the timeout within the structure would be the level of
satisfaction of the members of the mho KINGO the AFYA on the provision of
services
Order to confirm the hypothesis, a survey was conducted among
217 members randomly. A questionnaire was administered to them, and the data
were analyzed by SPSS software before the report is entered in Microsoft Word.
After investigation, the main results were the following:
The study reports that the majority of respondents are men, or
62.2%. and 37.3% of women. The majority of respondents have the age varying
between 30 and 49 years old,
Most of the respondents are married or 68.7% and 31.3% are
single. The size of household respondents, is 3 to 6 people for 52.5%, one to 2
people for 46.5% and from 7 to 10 people for 9% of respondents.
64.5% of respondents have joined the mutual in 2015, 27.6% in
2014 and 7.9% in 2016. Their monthly income is less than $ 100 for 51.7% of
respondents, between $ 100 and $ 300 for 40%, and between $ 300 and $ 500 to
8.3%.
With respect to the satisfaction of the members of the mho
Kingo Afya on financial requirements, this study reports that the majority of
respondents is 69.1% affordable judge the amount relating to the membership and
only 30.9 percent, there is little affordable.
All of the respondents who feel little affordable membership
amount have an average level of satisfaction, more than half of those who judge
the amount of affordable are moderately satisfied. and less than half are
satisfied at the high level
72.8% of respondents are satisfied with the amount of
contribution, against 27.2% who are not.
For some, or 47.5%, consider the amount of affordable, others
(52,5%) find that they have a salary that allows them to pay without
difficulty.
all of those who are not satisfied with the amount of
contribution are not at a medium level. more than half of those who are
satisfied are at the medium level, and almost half are at the high level.
Then, 62.7 percent of respondents say be happy with
co-payments. And 37.3%, say that they are not. Indeed, of the satisfied
respondents say they are because the amount is minimal compared to the amount
they would have paid for themselves to the structure
Among those who are satisfied, the half is moderately, almost
half is at a high level. All of the respondents who are not satisfied are not
moderately
The study reports that 100% of the members say they are
satisfied with the periodicity of contributions paid to the mutual health
insurance scheme. Indeed, members have testified that this recurrence allows
them to collect the amount to pour it in a single coup.il sometimes they even
forget that they have already paid.
In what concerns the satisfaction of members of the mutual
health insurance scheme Kingo Afya on the quality of care, the study reports
that 63.6 percent of the respondents do not appreciate offered drugs, because
they say, they are less effective but available. Moreover, 36.4% acknowledge
that these drugs are very effective but unavailable.
Among respondents who say that drugs are less effective but
available, more than half are unhappy at a low level, almost half are not at a
medium level. On the other hand, all those who say that available drugs are
very effective but unavailable are satisfied at a high level.
95.4% of respondents say that they are not insured by the structure in case of
care requiring the pharmaceutical specialties. However 4.6% say they are.
Subsequently, 61.8% of our respondents do not have confidence
in the skills of care providers where they treated against 38.2%.
In terms of the agreement between the structure and the mutual
health insurance scheme, 63.1% of respondents find that healthcare providers do
not respect the agreements taken with mutual health insurance, on the other
hand, 36.9 percent of respondents think they respect them.
Then, 92.6% of respondents not not recognize to be satisfied
with the quality of the services that their are offered by the staff of health
(care, examinations). However 7.4% recognize be satisfied.
Compared to the reception in health facilities, 69.1 percent
of the respondents are not satisfied. However 30.9% show be satisfied.
Among those here who believe that hospitality by the staff
health center is not excellent, more than half of the respondents are satisfied
at a low level, less than half at a high level and a large minority to a medium
level
Indeed, 61.8% of the respondents say that they are treated in
the same way as non members. However 38.2% contradict.
Speaking of the satisfaction of the members of the mho Kingo
Afya on benefits services, 62.7% of respondents say that they choose not only
the health structure in which they would like to be treated. But 37.3% choose
it only. In addition, 67.7% acknowledge that the structure where they cared for
meets performance standards. However 37.3% do not recognize.
Among those who do not choose only the sanitary structure,
half is moderately satisfied, almost half is satisfied at a high level and for
those who choose only the structure, all is satisfied at a low level.
When it comes to activities organized at the level of the
structures, 30.9 percent of respondents highlight structure organizes
laboratory tests. Then, 37, 3% point to internal medicine. Also, 30.9% report
the consultation. Finally, 0.9%, counseling.
In the case of services not offered by the structure, 68.2%
testify that they do nothing. 31.8% say that they are transferred by the
structure.
Subsequently, 38.2% respondents found that the services
offered by structure are satisfactory. And 30.9% find that they are mediocre.
Finally 30.9% unsatisfactory.
68.2% of respondents say that their household has used the
services of the mho between 2 and 5 times. Then 30.9% between 5 and 10 times.
Finally, 0.9%, 1 time. High frequency is between 2 to 5 times.
For those who use the services of the mutual 1 time, all is
moderately satisfied. for those between 2 and 5 times, more than half is
satisfied at a low level and less than half at an average level. Those between
the interval of 5 and 10, all is satisfied at a high level
99.1% of respondents say that the wait time to receive a
service is long. However 0.9% say that it is not.
Among those here who think that the wait time to receive a
service is long, less than half of respondents, are satisfied at a low level,
less than half again at a medium level, and another at a high level. Among
those who think that the wait time to receive a service not long, all is
moderately satisfied.
Expectations of the respondents to the services offered by the
mutual level of structures, 37.3% of respondents would like to health
structures to accelerate their speed in the administration of the patient care;
then 31.8% wish they provide for pharmaceutical specialities and a trained
personnel; and finally, 30.9% would they add specialized services.
Subsequently, 53.0% of respondents do not recognize that the
mho has managed to deal with their health. However 47.0% who recognize. Indeed,
55.8% of respondents show that they are satisfied with the follow-up done by
the mutual respect their health problem. However 44.2% of respondents are
not.
Regarding the improvements essential to mutual health Kingo
Afya, 37.3% of our respondents would like the mutual strengthening the
follow-up of patients. Then 30.9% would like that there is pharmaceutical
specialties and the presence of specialists. About 30.9%, the mutual will
insert other services. And finally 0.9% think that the mutual will have to
improve the quality of care, train its own medical staff, looking to build its
own structures.
In general, 64.5% of respondents are moderately satisfied with
the services offered by the mho KINGO the AFIA. Suite 30.4% surveys have a high
level. Finally 5.1% have a low level.
As a recommendation, it was suggested the following:
·
The national and provincial health department
-
Financially strengthen mutual health KINGO the AFYA
- To see
mutual reports to analyze its operation and reassure themselves that it pursues
its objectives.
·
To the mutual health KINGO the AFYA
- Of make a plea to
the political authorities to find financing to build its own facilities.
- To make a plea to the
non-governmental organizations health so that these strengthen the contractual
structures in pharmaceutical specialties.
- Allocate resources to hire some
specialists at the level of the contract hospitals.
- Add other important services and
support chronic diseases such as HIV/AIDS.
- Broadcast messages to appeal to the
membership of the population of the city of Goma.
- Of the mutual members the privilege
of treatment in any structure.
·
To contractual health facilities
-
Improve the quality of care.
-
Continually train its workers.
- Speed
up the speed in the services.
·
Members of the mutual KINGO the AFYA
-
Sensitize non members on the importance of affiliating to a mutual health
insurance scheme.
- Moderate the
frequency of use of health services.
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