Evaluation de la satisfaction des patients hospitalisés dans les services du département de Médecine du Centre hospitalier universitaire Souro Sanou (CHUSS) de Bobo-Dioulasso, Burkina Faso

Abstract

The satisfaction of users of health facilities is part of the assessment of the quality of care. The research objective was to assess the inpatients satisfaction from the medical department at the Souro Sanou National and Teaching Hospital (SSNTH) in Bobo-Dioulasso, Burkina Faso. The study type was cross-sectional, analytical, that lasted in 8 months. The satisfaction levels were calculated according to the SAPHORA model (version 7). Among the 294 eligible patients, 250 (85.0%) of them were selected with 42% of women. The mean age of the patients was 47.1 (± 17.9) years old. The low score domains were: overall level of satisfaction, reception, restoration and organization of the outing. Older patients and those with longer hospital stays were more satisfied. The 94.0% of patients without health insurance were less satisfied. Scores of satisfaction domains by service and the overall satisfaction score were all less than 50.0%. Differences between services were related to: hospitality, human quality of staff, medical care, hospitality, restoration, costs and overall level of satisfaction. The improvement of the satisfaction of inpatients passes by the respect of the fundamental needs of the patients and by a reorganization of the services with a committed staff, for quality of health care and services.