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  1. Professionalism, patient satisfaction and quality of health care : Experience during Zimbabwe's structural adjustment programme.

    Article - En anglais

    In 1991, Zimbabwe embarked on a structural adjustment programme.

    In the health sector, collection of fees was enforced and fees were later increased.

    Utilisation subsequently declined.

    This paper examines the perceptions of both government nurses and health care consumers regarding the impact of adjustment on overall quality of care, including nurse professionalism, the nurse-client relationship and patient satisfaction with care.

    These issues were explored in a series of focus group discussions held in December 1993, about three years after policy reforms.

    The discussions suggested many areas of shared concern (fees, drug availability, waiting times), but divergent views regarding the process of care.

    Nurses were concerned mainly with overwork and patient ingratitude, and failed to recognise nurse behaviour as a major source of patient dissatisfaction.

    Community women saw nurses as hardened and indifferent, especially in urban areas.

    These differences are rooted in the perceived class differences between nurses and the communities they serve, but appear to have sharpened during the period of structural adjustment.

    Mots-clés Pascal : Système santé, Qualité, Soin, Satisfaction, Malade, Infirmier, Soin santé primaire, Relation soignant soigné, Homme, Pratique professionnelle, Zimbabwe, Afrique, Politique économique, Réforme

    Mots-clés Pascal anglais : Health system, Quality, Care, Satisfaction, Patient, Nurse, Primary health care, Health staff patient relation, Human, Professional practice, Zimbabwe, Africa, Economic policy

    Logo du centre Notice produite par :
    Inist-CNRS - Institut de l'Information Scientifique et Technique

    Cote : 98-0036300

    Code Inist : 002B30A01B. Création : 17/04/1998.