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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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2.5 IMPLICATIONS OF HEALTH SERVICE QUALITY IN GABON

Service quality in hospitals is described as a service which has the ability to satisfy a patient's needs. Patients' perception of medical services plays a vital role in his or her choice for the medical service provider (Vanniarajan & Arun, 2010:1). The raise of public awareness about service quality has also increased concerns for health service quality in Gabon. As a result, most people are currently seeking hospitals that provide superior care. Since 2003, patients' expectations of quality care have increased at a faster rate. Service quality in hospitals has become part of the governments' main agenda, and it has been enforced by the World Health Organisation. As a result, the government has to ensure that service quality within hospitals in Gabon comply with international standards. This is regarded as a pre-requisite for the local government to be provided with financial assistance by international aid organisations for the building of more hospitals in Gabon. During a telephone interview conducted on 3rd April 2012, a medical personnel at the military hospital stated that improving service quality in hospitals in Gabon has become vital to enhance the credibility of the country's health care system to the world. This in turn may attract more patients locally and internationally.

2.6 HEALTH DEVELOPMENT INITIATIVES IN GABON

Government expenditure on health per capita amounts to $130 per person, which represents 4.5 per cent of the national Gross Domestic Product. This ranks the country third after Seychelles ($382) and Botswana ($135) per person. Unfortunately, this investment has often not been utilised adequately to its full potential. Financial resources have to be properly managed in order to meet the country's health development initiatives. Medical services in the country lack innovations and they can no longer address the needs of the people (Health, 2007:21).

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A transformation in the health care industry is required to achieve the four major target initiatives such as raising the number of both private and public hospitals so that the entire population can have access to quality care. This includes enhancing the health of mothers, newborns and children, since healthy mothers are more likely to have healthy babies and healthy children are the future of the country. Access and affordable medicines need to be provided to all people and a universal medical cover based on the European model has to be implemented to the whole Gabonese population. The idea is to increase the number of people's accessibility to proper medical services (Health, 2007:21).

The government of Gabon in collaboration with the French Aid Agency, the African Development Bank and the United Nations Population Funds has sponsored in total 14 hospitals to enhance mothers, newborns and children's health in the country. This initiative is aimed at recruiting more medical experts such as gynaecologists and obstetricians to improve women's health. In addition to this, the local government planned to create more health care infrastructures that include 9 of the local hospitals, 46 health centres and a network of 455 rural health clinics spread around the country by the end of 2020. Since 2007, women and children`s health has become one of the major priorities in the country's health system. Enhancing maternal and children's health is a Millennium Development Goal. As a result, that strategy has become a priority in the country since 2007 (World Health Organisation, 2007:22).

Vaccination campaigns against poliomyelitis in infants and tuberculosis were other initiatives undertaken by UNICEF to improve people's living conditions in Gabon. A common problem affecting the adult population was the spread of malaria and gastrointestinal diseases in the country since 2005. In the northern province of Gabon in Woleu-Ntem, over 60 per cent of the patients admitted in hospitals suffered from infections caused by mosquitos. Fever and acute diarrhoea were among other major sicknesses affecting adults and the young population as well. Libreville, the main capital became mostly affected with 8.1 per cent of people affected by fever and diarrhoea. To tackle the spread of the pandemic, a mobile medicine strategy was developed by the government to prevent further spread of these sicknesses. This suggested that more medical professionals would travel around the country to deliver care to outpatients and undertake vaccination drives. These mobile doctors were employed to provide health services coverage in the entire country, including the less populated regions. The major

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sicknesses targeted represented poliomyelitis, tuberculosis, diarrhoea, HIV/aids disease and malaria (Health, 2007:21).

An additional strategy was developed by the government to build a university teaching hospital near the main capital of Libreville in 2007. This was done in collaboration with the Japanese medical group, Tokushakai that has a particular interest in building hospitals in developing countries. Cooperation agreements have also been established with countries such as France, Canada and Egypt to provide adequate training and expertise to home-grown medical professionals. This resulted in an increase of 34 per cent of the human resource for the medical sector from 1999 to 2007. Since 2003, a particular attention was given to the training, education, remuneration and a continuing deployment of the medical professionals in the Gabonese Health Care System. In 2007, over 200 medical professionals were recruited from Egypt and Cuba to tackle the personnel shortage in the health care sector (World Health Organisation, 2007:23).

In 2011, the government developed an important strategy to tackle the high cost of medicines in the country. The Turnkey laboratory was established near the main capital of Libreville to tackle malaria and HIV. The project aimed at producing generic pills to the population. Government expenditures to establish the laboratory amounted to approximately 6.5 million euros. Building this facility was part of the country's health care strategy to enable patients at all economic levels to access adequate treatment. The initiative suggested that the newly established laboratory aimed to fill the demands of the people of Gabon, but it could also fill demands of the whole central African region. With a total production of 200 000 drugs every hour, the laboratory may actually be able to supply drugs to all the African states that are part of Central African Economic and Monetary Community (CEMAC) with a global market of 30 million people (Gabon Poverty and Reduction Strategy Paper, 2012:23). The new laboratory provides paracetamol, tuberculosis and anti-malaria drugs which actually encounter no resistance. The initiative was seen as an innovation in the pharmaceuticals industry in the central African region. The facility includes over 30 Gabonese health professionals, and raw materials quality control is conducted at a chemical plant in France (Health, 2007:23).

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