Enquête de Satisfaction des Patients au Service d’Accueil de la Clinique Ambroise Paré de Conakry, Guinée
Patient Satisfaction Survey at the Ambroise Paré Clinic, Conakry, Guinea
DOI :
https://doi.org/10.5281/hra.v2i11.6132Mots-clés :
Qualité, Acceuil, Satisfaction, Clinique Ambroise ParéRésumé
RESUME
Introduction. En Guinée, il existe peu d’informations disponibles sur la perception des patients par rapport aux soins de santé qu’ils reçoivent. Cette étude a pour objectif de faire un état des lieux sur le niveau de satisfaction des patients en termes de qualité du système d’accueil en Guinée Conakry. Méthodologie. Il s’agissait d’une étude descriptive, transversale allant du 22 Juillet au 23 Octobre 2023 portant sur les patients et accompagnants en consultation à la clinique Ambroise Paré en Guinée. Un questionnaire administré aux usagers de la clinique à l’accueil a été utilisé. Résultats. Nous avons enquêté 160 usagers dont 94% était de sexe masculin. L’âge moyen des participants étaient de 35 ans. Les patients étaient satisfaits de l’accueil dans 94%. Les principaux éléments associés à la satisfaction étaient la courtoisie des agents de santé (96%), la durée des formalités administratives (90%), les tarifs abordables des consultations 94%) et la stricte confidentialité du patient (98%). Chez les non satisfaits, le motif incriminé était la longueur du temps d’attente (20%). Conclusion. les patients/accompagnants sont globalement satisfaits de l’accueil à la Clinique Ambroise paré. Il est néanmoins important d’amélioration l’accueil au service des urgences et de tri ne peut se faire sans l’implication, la formation du personnel à l’accueil et l’amélioration de leurs conditions de travail.
ABSTRACT
Introduction. In Guinea, there is little information available on patients' perceptions of the healthcare they receive. The aim of this study was to take stock of patient satisfaction with the quality of the healthcare system in Guinea Conakry. Methodology. This was a descriptive, cross-sectional study from 22 July to 23 October 2023 of patients and accompanying persons undergoing consultations at the Ambroise Paré clinic in Guinea. A questionnaire administered to clinic users at reception was used. Results. We surveyed 160 users, 94% of whom were male. The average age of the participants was 35. 94% of patients were satisfied with the reception service. The main factors associated with satisfaction were the courtesy of the health workers (96%), the time taken to complete administrative formalities (90%), the affordable prices of consultations (94%) and the strict confidentiality of patients (98%). Among those who were dissatisfied, the reason given was the length of waiting time (20%). Conclusion. Overall, patients/carers were satisfied with the welcome they received at the Ambroise Paré clinic. It is nonetheless important to improve the reception and sorting service in the emergency department. This cannot be achieved without the involvement and training of reception staff and the improvement of their working conditions.
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(c) Tous droits réservés Fanta Oularé, Jean Baptiste Dey Loua, Maurice Ouedraogo, Mathilde Koudougou, Ousmane Coulibaly, Selly Camara, Alloussein Yansané, Mamadou Bailo Baldé, Ismaila Baldé 2024
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