PATIENTS' PERCEPTIONS OF QUALITY OF CARE IN HEALTHCARE FACILITIES IN THE ANALAMANGA AND BONGOLAVA REGIONS

SANTE PUBLIQUE

The Malagasy government's healthcare system aims to provide high-quality, local and affordable care for the entire population. As in other developing countries, users are expressing concerns about the quality and cost of the service provided by healthcare providers. How do users feel about the services provided by healthcare personnel, particularly in public health establishments? The aim of this article is to explore patients' perceptions of the quality of care at different levels of health centers in the Analamanga and Bongolava Regions. From the point of view of health professionals, several causes impacting the quality of their services can be put forward, such as stock-outs of medical consumables, lack of equipment, etc. For beneficiaries, the aspects of the problem of access to quality care vary according to the category of user and the establishment providing the care. Surveys were carried out among patients and their carers in various health establishments, including Basic Health Centres (Centres de Santé de Base - CSB) at the communal level, Regional Reference Hospitals (Centre Hospitalier de Référence Régional - CHR) and University Hospitals (Centres Hospitaliers Universitaires - CHU). Analysis of the data reveals varied patterns of perception among patients, who attach different importance to aspects such as welcome, the quality of medical facilities and services, and the cleanliness and infrastructure of the facility. The results highlight the importance of understanding patients' specific priorities in each care setting and the factors influencing their perception of service quality. They also underline the crucial need for local adaptation initiatives to improve quality of care and respond effectively to patients' needs. This research calls for a more personalized, patient-centered approach to healthcare in Madagascar, highlighting the study's practical implications for improving access to healthcare.

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