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Service quality at a military hospital

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par Ponce Kokou
University of Johannesburg - Master's degree in Business Management 2014
  

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2.4 HEALTH SERVICE QUALITY IN GABON

The health system in Gabon includes: the traditional health sector, and the two major types of service providers namely the civilian public sector which is part of the public health and hygiene ministry, and the private health sector (Bourgarel, 2010:9).In the traditional health sector, health services are often provided by private individuals usually known as `marabouts'. Traditional health services make use of traditional plants and are practised in most villages within the country (Global Health, 2012).

In the public health sector, health services are usually offered by the state or government. Medical personnel in public hospitals are often employed by the government. The state is the main provider of resources and finances in public hospitals; it ensures control over the delivery of medical care to the people. In the private health sector, medical services are delivered by private entities, different from the government. Private agents have control over resource allocations and finances in private hospitals. Employees in private health care are often employed and remunerated by private units (National Department of Health, 2006).Despite massive transformations in the medical industry to force executives of both private and public hospitals to improve service quality in hospitals, there is still a huge gap between quality service delivered by private and public institutions (Holder, 2008:59). Given the fact that competition has increased in the Gabonese health sector and that health service quality has become crucial to increase market share, this study will focus on health services. It is worth investigating medical services since it may help to develop strategies to enhance health services in hospitals (National Department of Health, 2006).

2.4.1 Public health development initiatives in Gabon

Public health is dominating in Gabon, however, accessibility and availability of proper medical services are mainly found in urban districts compared to rural regions. Hospitals in urban districts are more organised with more resources and technical know-how (Bourgarel, 2010:10). Over 60 per cent of public hospitals and clinics are located in major cities such as Libreville, Port-Gentil and Franceville. These facilities also receive more equipment, as well as human and financial resources from the state. However, small health facilities like Mother and Child Centres, Primary Care Health and Health Medical Centres are usually found in rural regions. They are usually characterised by

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lack of drugs and medical equipment availability. In fact over 70 per cent of medical personnel such as physicians, nurses, midwives and pharmacists are located in urban districts' hospitals (National Department of Health, 2006).

To fight the spread of HIV/Aids, tuberculosis, malaria and sexually transmitted diseases (STDs), the government created 17 national health control programmes in both urban and rural districts between 2009 and 2010. The goal is to assess the spread of these infections and to establish an effective vaccination programme of the population. In addition to these efforts made by the government, the Public Health and Hygiene Ministry established the CENAREST (National Centre for Scientific and Technologic Research) programme to promote medical and research training in the industry (Bourgarel, 2010:10).

The CIRMF (International Medical Research Centre of Franceville) is another initiative established in 1979.The programme was made possible by various international agents such as the World Health Organisation (WHO), the Centre de Coopération Internationale en Research Agronomique (CIRAD), the Institut de Recherche pour le Development (IRD), the Pasteur Institute, the American Centre for Disease Control and Prevention (US CDC) and various European, American and Asian universities. The programme aims to investigate factors causing infertility in people in the Central African region. Additionally, CIRMF expanded its research to investigate regional infections like HIV/Aids, trypanosomiasis, malaria and the fatal Ebola and Marburg viruses that severely affected the country lately (Leroy & Gonzalez, 2012:159). The international non-governmental agencies have also taken part in research for diseases in the country. Such organisations include the Wildlife Conservation Society (WCS) and the Zoological Society of London which are investigating co-operatively on diseases affecting great apes (Bourgarel, 2010:10).

2.4.2 Private sector development initiatives in Gabon

Since 2010, various efforts have been made to support private investment initiatives by increasing the number and the size of private organisations. The country is aware that export of oil, its main natural resource, will not be the source for economic expansion eternally. Recent strategies have been made to encourage the development of the private health sector. Private hospitals have been lacking and almost inaccessible over

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the years. The reason was that these facilities often lacked proper strategies. As a result, more policies to build collaboration and to attract investors were developed. The aim was to provide more private, ultramodern hospitals to the population (Health, 2007:22). As a result, the country has built relationship agreements with emerging countries like China, India, Morocco and Singapore to boost investment in the private sector including private hospitals and to create more jobs (Gabon, 2011:11).

Despite efforts made since 2009 by the Agence de promotion des investissements privés (APIP) to support private investment, the business prospect in the country has been very slow. This has been caused by corruption, poor governance and the increase in the informal sector (Gabon, 2011:11). Health services in Gabon provide geographic coverage to most regions of the state. The aim is to give people better access to health information and efficient controlling of emerging sicknesses. Though the population of Gabon is dispersed equally between cities and rural areas, accessibility to health services is better in cities compared to rural areas, as more resources and medical infrastructures are located. Though healthcare infrastructures in rural areas are lacking, the state is trying its best to enhance and supply adequate health services to the population residing in these rural areas (Republic of Gabon, 2008: 42).

In Gabon, patients are usually required to pay for the services delivered by medical professionals. Drugs are often costly in the country and are usually not available in rural areas. Medical facilities in rural areas are often badly equipped; patients usually need to go to the closest city to get their medication. Instead of going to a city doctor, some people may rather choose alternative treatment, like going to a local traditional healer instead. In the case of severe medical conditions, people can only be given care in Libreville, the capital city, where proper hospitals, clinics and equipment are accessible. Public hospitals in Gabon are usually not up to international standards, compared to a few private hospitals such as El Rapha or the military hospital in Libreville. As a result, public health facilities generally provide poor medical services to patients in contrast to private ones. There are currently 49 available doctors per 100 000 people in the country; this makes Gabon to be positioned number 9 out of 52 African states in terms of doctor to patient ratio (Global Health, 2012). Private clinics and hospitals are accessible in bigger cities, and they offer a broader range of superior health services. However, these facilities are costly to the population and hospitals generally require immediate cash payment before patients can be treated and/or admitted. People either pay cash for treatment or use a medical cover plan to have access to medical services.

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However, two out of three of the people in Gabon live below the poverty line, as a result, only a few people can actually afford access to private health care services (Gabon Poverty and Reduction Strategy Paper, 2012:21).

Malaria is regarded as the major pandemic that affects most people living in the country. HIV/Aids is also perceived as a continuous threat in Gabon. There are frequent occurrences of Ebola virus that strike people living in rural areas. This is usually caused by individuals who maintain close interactions with infected animals. Having a medical insurance plan in Gabon is regarded as one of the best options to tackle accidents, sicknesses and emerging pandemics that can affect the population at any given time. Medical cover policies generally provide customised individual needs to suit individuals, families and groups. In addition, they can provide benefits for inpatient, outpatient, dental, maternity, travel and many more conditions (Global Health: 2012).

Health indicators data reports 500 nurses, 30 general practitioners, 20 laboratory employees, 5 dentists, 5 pharmacists and 10 medical specialists for every 100 000 people. HIV/Aids occurrence rate in adult population (15-49 year-old) is 5.9% which is 0.9% above the average sub-Saharan region. Among the 49 000 of the population living with AIDS, 27000 (15 years and older) are females and 2 300 (0-14years) are children. About 18 000 children in Gabon have lost one or both parents due to HIV/Aids. The occurrence of tuberculosis is 410 per 100 000 individuals, and 41 out of 100 000 of them die of the disease. The occurrence of diabetes among the adult population (20 years and older) is 4.4% which is 1.2% above the average rate on the continent. 158 out of 100 000 people die of cancer and 410 out of 100 000 people have died from heart-related sicknesses (Gabon, 2010:13).

The International Diabetes Federation (2010) reports that over 33 000 people suffered from diabetes and over 600 died from complications caused by the disease in 2010. The occurrence of obesity was 2.3% for men and 15.5% for women. Over 380 000 people contracted malaria and 1 255 individuals died of the disease during the same period. In terms of maternity death rate, the country is still far behind other African countries such as Mauritius for instance. Maternal death rate ratio in Gabon was 470 per 100 000 women giving birth in 2011, in contrast to 24 per 100 000 women in Mauritius. This raises awareness of the World Health Organisation which indicated that the maternal mortality rate in Gabon could decrease by ensuring that pregnant women

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and children could have access to adequate health care services. This suggested that providing each woman with skilled care through pregnancy and emergency, this assistance could significantly reduce the rate of women and children mortality in the country (Gabon Poverty and Reduction Strategy Paper, 2012:20).

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