Assessing User Satisfaction with the Quality of Healthcare Services in Cameroon

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 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.