Level of User Satisfaction in a Public Health Facility in a Rural Area: A Cross-Sectional Descriptive Survey at the Richard-Toll Public Health Facility (Senegal)

Introduction: Patient satisfaction is now regarded as a key indicator of the quality of care. At the Richard-Toll Public Health Facility (EPS), a referral institution in a predominantly rural area serving the department of Dagana and part of neighbouring Mauritania, recurrent complaints persisted regarding reception, waiting times for care, and service availability. This study aimed to assess users’ level of satisfaction in order to identify priority areas for improving the quality of care. Methods: This was a descriptive cross-sectional study conducted from July 20 to 25, 2025, among patients hospitalized for at least 24 hours and the adult persons accompanying them, all aged 18 years and older. Non-probability convenience sampling yielded 121 usable forms (participation rate: 80.7%). Data were collected using a structured questionnaire administered face-to-face and analysed using descriptive statistics only; no test of association between participants’ characteristics and satisfaction was performed. Proportions are reported using the whole sample as the denominator (n = 121), except for cleanliness of the sanitary facilities (n = 120); non-responses were retained as a separate category. Results: Respondents were predominantly women (68.6%); accompanying persons made up 53.7% of the sample and hospitalized patients 46.3%. The 25 - 34 age group was the most represented (25.6%). Administrative formalities were considered straightforward by 79.3% of respondents. Asked to characterize the paramedical staff—a single item with mutually exclusive options—70.2% described them as courteous and 24.0% as available. Privacy was respected in 97.5% of cases during care. Cleanliness was rated satisfactory by 90.1% of respondents for the rooms and 92.5% for the sanitary facilities. Overall, the care received was rated good or excellent by 91.7% of respondents. Room comfort was the least favourably rated dimension (57.0% satisfactory); hospitalization was predominantly shared, 86.0% of respondents having no individual room. Conclusion: The Richard-Toll EPS shows a high overall level of satisfaction. However, room comfort and the predominantly shared nature of hospitalization stand out as the main areas for improvement.