Perception of the Quality of Curative Services by Users and Providers in Healthcare Facilities of Bunia Health Zone, in the Democratic Republic of Congo

Background: Several governments and their development partners are making significant investments to build and equip basic health centres. Does this support improve attendance at FOSAs and the quality of services offered? Purpose: This study was conducted to explore the perception of the quality of health services by users and providers in subsidised health facilities in the Bunia health zone. Methods: This exploratory study was conducted in the Bunia health zone using ethnographic methods. The sample, consisting of 59 participants, was made up of providers, CODESA members, users, community leaders, and neighbourhood chiefs. Convenience and purposive sampling were used to select the sample. Focus group discussions (FGDs) and semi-structured interviews were used to collect data. NVIvo was used for data analysis. Results: Users experience multiple difficulties in subsidised facilities, including poor reception, high costs, inadequate human resources, drug shortages, and discrimination. They believe that providers should prioritise human life and that FOSA should organise training for their staff. Registered nurses (IT) and providers observe a gap between the public and private sectors and agree that only users can provide an accurate assessment. They confirm the possibility of deferred payment in subsidised FOSAs, unlike private ones, and deplore the lack of materials and equipment, in addition to the reduced number of qualified staff in subsidised health facilities. Conclusion: Improving service delivery in healthcare facilities and promoting humanised care could help improve user perception.