Authors : Uuchi Djalum Martin; Apande Malu Clementine; Famille Dema Jean-Pierre; Latiwa Fanzela Clarisse; Aleko Sabote Chantal; Merci Serge Esther; Avantage Adhua Cédrick; Zanvayo Ndutu Grâce; Andama Alimadri George; Lemaru Ayibho Rachel; Dhonia Ngaka Florance

Volume/Issue : Volume 10 - 2025, Issue 6 - June

Google Scholar : https://tinyurl.com/y6ejz4nm

DOI : https://doi.org/10.38124/ijisrt/25jun1748

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Abstract : Introduction: Patient satisfaction is a key indicator of healthcare quality and hospital performance. In the fragile context of Aru commune, in Ituri (DRC), characterized by limited resources, this study aims to assess hospital users' satisfaction and compare their experiences across different referral health facilities.  Methodology: A cross-sectional quantitative study was conducted among 455 patients from three health structures: the Aru General Referral Hospital (GRH), Aru Cité Health Center, and Bethsaida Clinic. Data were collected using a structured questionnaire and analyzed through descriptive and inferential statistics, with a significance threshold set at p < 0.05.  Results: The findings reveal a high overall level of patient satisfaction, particularly regarding reception (84.6% satisfied), respect for privacy (91.5%), and dignity (90.5%). However, significant differences emerged between the facilities. Bethsaida Clinic recorded the highest scores in almost all assessed dimensions, while the Aru GRH reported the lowest satisfaction levels, especially in terms of comfort, communication, and willingness to recommend the facility.  Conclusion: The study highlights the need to strengthen service quality, especially in public facilities, to enhance the patient experience. Targeted interventions focused on reception, caregiver-patient relationships, and material conditions are essential.

Keywords : Patient Satisfaction, Referral Health Facilities, Commune Aru, DRC.

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