Assessing User Satisfaction with the Quality of Healthcare Services in Cameroon
Date
2021-05-04
Authors
Njong, Aloysius Mom
Tchouapi, Rosy Pascale Meyet
Journal Title
Journal ISSN
Volume Title
Publisher
AERC
Abstract
This study aims to evaluate user satisfaction with, and perceptions about the quality
of, the healthcare services provided in health facilities in Cameroon. The analyses
make use of the 2010 Quantitative Service Delivery Survey (QSDS), jointly carried out
by the World Bank and the National Institute of Statistics in Cameroon. Confirmatory
factor analysis is used to test the reliability and validity of the research instruments
and hence facilitate the ranking of satisfaction indicators. We use ordered probit
modelling to identify the covariates of user satisfaction. Results indicate that over
85% of users are satisfied with the overall quality of healthcare services in the country.
There are some concerns about such dubiously high individual-level response rates,
which are inconsistent with the poor reputation of the quality of healthcare services
in CThis study aims to evaluate user satisfaction with, and perceptions about the quality
of, the healthcare services provided in health facilities in Cameroon. The analyses
make use of the 2010 Quantitative Service Delivery Survey (QSDS), jointly carried out
by the World Bank and the National Institute of Statistics in Cameroon. Confirmatory
factor analysis is used to test the reliability and validity of the research instruments
and hence facilitate the ranking of satisfaction indicators. We use ordered probit
modelling to identify the covariates of user satisfaction. Results indicate that over
85% of users are satisfied with the overall quality of healthcare services in the country.
There are some concerns about such dubiously high individual-level response rates,
which are inconsistent with the poor reputation of the quality of healthcare services
in Cameroon. It also emerges from the study that age, educational status and waiting
time are prominent covariates of satisfaction. The major policy recommendation
is that an exit user satisfaction survey should be conducted to reduce the approval
response biases observed in the 2010 QSDS data.ameroon. It also emerges from the study that age, educational status and waiting
time are prominent covariates of satisfaction. The major policy recommendation
is that an exit user satisfaction survey should be conducted to reduce the approval
response biases observed in the 2010 QSDS data.