1.2 BACKGROUND
Gabon has one of the most desirable medical services in
central and West Africa. The State is perceived as the main supplier of health
services in the country. As a result, most of the medical institutions in the
country are owned by the State. There are also private institutions that offer
medical services to the inhabitants. There have been a growing number of
medical facilities in the region from 1985 to present with the number of
medical facilities having increased from 28 in 1985 to 87. In addition, 312
dispensaries and infirmaries were also created. There are 29 medical doctors
available for every 100 000 individuals. 90% of the population of Gabon can
access medical services offered by the state in contrast to the remaining 10%
of the citizens who access medical services offered by private institutions
(Health and Safety in Gabon, 2011). Among the 90% of the people who access
government hospitals, only 21% can have proper medical services. 69% of the
remaining patients are receiving poor or inadequate health care. Most hospitals
are located in the main capital city of Libreville
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where sicknesses like tuberculosis, malaria, sleeping
disorders, and leprosy can be treated. However, health care services are often
inadequate and lacking in other regions in the country. As a result, patients
often travel to the main capital to seek better medical care (Health and Safety
in Gabon, 2011).The US Department of State Travel Advisory (2010) observed that
most of the medical facilities in Gabon still remain limited in terms of proper
infrastructures, sanitation, medical practices, qualified medical staff and
technology. However, these facilities are in general good for daily routine or
the basic needs of the population. Most of the population of Gabon remain
concentrated in the main city of Libreville where they can easily access
medical treatments (Proquest, 2007:1).
The military hospital has been operating since 2005. The
facility is situated in Libreville and has been reputed for attracting lots of
patients in the region (Hôpital d' instructions des armées,
2011).This phenomenon has raised concerns of why patients have been massively
attracted to the military hospital. Should hospitals in Gabon understand the
needs of their patients and provide service quality to them, it could be
possible to increase their number of patients. Service quality in health care
is fundamental for satisfying patients, keeping them and making them loyal
(Naik, 2010:239).The importance of service quality should not be neglected.
There is a strong relationship between service quality, patient satisfaction
and profit. Patients, who are satisfied with services, are more likely to
communicate their satisfaction to friends and family. As a result, this can
attract a large number of customers and lead to increasing return. Patients
often praise hospitals that offer service quality that meets or exceeds their
expectations, and they are dissatisfied by those that provide inferior services
and patients are more likely to seek medical services that offer better
services (Naik, 2010:242).
The military hospital in Libreville in Gabon seems to be a
good example of investigation since it has increased its market share in the
health care industry in Gabon. Hence, it could be worthwhile to compare the
views of patients regarding the service delivery by doctors and nurses at the
military hospital in Gabon in order to determine strategies that could be
recommended to the other hospitals in the country to improve their service
quality and enhance patient satisfaction.
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