Keywords
patient satisfaction
quality of care
health centers
Kwango
How to Cite
Abstract
NOTICE OF CORRIGENDUM
A Corrigendum for this article was published by the Orapuh Journal Editorial Office in Volume 7, Issue 9 (Article e1482, DOI: https://doi.org/10.4314/orapj.v7i9.86). The authors updated the article to refine the title to focus specifically on factors associated with patient dissatisfaction, update institutional author affiliations and author ordering, update publisher information, integrate Amartya Sen's capability approach more explicitly into the study's framing, restructure and update statistical results (including adjusting adjusted odds ratios and confidence intervals in the multivariate regression models and ROC analysis), and add comprehensive institutional compliance declarations (AI usage statement, CRediT author contributions, data availability, ethical approval details, and funding statement).
The primary findings and conclusions of the study regarding operational drivers of patient dissatisfaction remain unchanged. The corrected version of the full-text article is reflected below, and the formal Corrigendum notice can be accessed via its DOI.
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Introduction
Patient satisfaction within primary health centers in Kwango, Democratic Republic of the Congo, remains a critical operational concern. High levels of user dissatisfaction hinder health service utilization and jeopardize progress toward Universal Health Coverage (UHC), which fundamentally relies on care quality and individual capabilities.
Purpose
Grounded in Amartya Sen’s capability approach framework, this study aimed to identify and analyze factors associated with patient dissatisfaction regarding primary healthcare services across health centers in Kwango.
Methods
A quantitative, cross-sectional analytical study was conducted using structured, face-to-face interviews. Data were gathered from a randomized sample of 384 patients via a standardized questionnaire deployed on the KoboCollect mobile application. Statistical analyses included bivariate Pearson chi-square (χ2) tests and a multivariate binary logistic regression model. Predictive model performance was validated using Receiver Operating Characteristic (ROC) curve analysis.
Results
Multivariate binary logistic regression revealed several independent risk factors associated with increased patient dissatisfaction: prolonged waiting times (adjusted OR [aOR] = 1.49, 95% CI [1.07, 2.06], p = .017), weak provider–patient collaboration aOR= 2.79, 95% CI [1.74, 4.49], p = .001), ineffective pain relief aOR= 3.32, 95% CI [1.71, 6.45], p = .001), inadequate provider glove usage aOR= 2.26, 95% CI [1.15, 4.44], p = .018), lack of cleanliness aOR= 2.11, 95% CI [1.62, 2.74], p = .001), absent handwashing infrastructure aOR= 2.08, 95% CI [1.42, 3.06], p = .001), and unaffordable service costs aOR= 2.45, 95% CI [1.66, 3.62], p = .001). Conversely, respect for patient privacy aOR= 0.66, 95% CI [0.45, 0.82], p = .031) and post-discharge home monitoring aOR= 0.47, 95% CI [0.29, 0.76], p = .002) served as significant protective factors reducing dissatisfaction. Model discrimination was strong (AUC= 0.850, 95% CI [0.810, 0.889], p = .001).
Conclusion
Addressing identified operational barriers through targeted quality improvement and capability-enhancing measures is essential for reducing patient dissatisfaction and advancing UHC goals in rural health zones.
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