According to the World Health Organization (WHO), assessing the quality of care is a process that guarantees each patient diagnostic and therapeutic procedures ensuring the best health outcome, in line with the current state of medical science, at the best cost for the best result, with the lowest iatrogenic risk and with the greatest satisfaction in terms of procedures, results and human contact within the care system. The satisfaction of patients and/or internal staff is a component of assessing a hospital's quality.
Measuring satisfaction is part of a broader context in which the user-client occupies a growing place in the organization of the health system and quality approaches gain ground. The service delivered to clients and the satisfaction of health workers must work in symbiosis, and their assessment must be central to every decision. A hospital's staff and patients are active partners, and their satisfaction must be treated as an indicator.
It is in this context that the Suru-Léré Zone University Hospital (CHUZ-SL) commissioned a study to assess its performance in terms of quality of care for user-clients and to enable internal partners to work well. This approach is part of a drive for continuous improvement of service quality, taking into account patients' expectations, staff needs and the challenges of the health sector.
The satisfaction survey conducted among the users and staff of the CHUZ-SL gathered valuable data on their perceptions, expectations and experiences. The results provide an in-depth diagnosis of the institution's current strengths and challenges. This information gives hospital managers an essential basis for sound decisions, ensuring a medium and long-term strategic direction aligned with the real needs of beneficiaries and the institution's priorities.
The objectives of the survey
The general objective of the survey is to assess the level of satisfaction of users and staff. More specifically, it aims to:
- assess quantitative and qualitative data on the various aspects of care and working conditions;
- identify strengths and areas for improvement;
- formulate specific recommendations to improve user and staff satisfaction.
The results expected by the commissioning institution (CHUZ-SL)
The expected results stem from the objectives of the assignment and are clearly defined:
- quantitative and qualitative data on the various aspects of care and working conditions are obtained;
- strengths and areas for improvement are identified;
- specific recommendations to improve user and staff satisfaction are formulated.
Deliverables
The deliverables expected at the end of the assignment are:
- an inception report, two weeks after the start of the assignment;
- an interim report, one month after the start of the assignment;
- a final end-of-assignment report, two weeks after the interim report.