Abstract
Background3502 Congolese refugees based in Bujumbura possess the United Nations Higher Commissioner for Refugees (UNHCR) health insurance covering primary health care needs offered by CMC SOLIS clinic. This study sought to assess the quality of health care services received by Congolese refugees and determine factors affecting satisfaction. MethodsA cross-sectional survey was conducted on 400 refugees visiting CMC SOLIS for health care from June to August 2018. A questionnaire based on SERQUAL tool composed of five health quality dimensions was used to collect data on reliability, tangibility, assurance, responsiveness, and empathy. Logistic models were used to determine factors affecting satisfaction. ResultsOverall, 43% of refugees reported satisfaction with health care services. Age and gender significantly determined overall satisfaction. Other determinants such as education did not have significant effects. ConclusionsOverall, results from this study claim that CMC SOLIS does not offer quality health care services to Congolese refugees living in Bujumbura. Most importantly, the quality of health care services worsened with an increasing age as older ages were associated with less likelihood of satisfaction. Also, health care services offered to females seem to be deficient. Trial registration: N/A
An Empirical Study on Assessing Quality of Health - Care Services Offered by Private Hospitals Using Servqual Model
