Satisfaction des bénéficiaires du régime obligatoire d'assurance maladie des agents publics et assimilés à Lomé, Togo

INTRODUCTION: In February 2011, the Togolese Government established a compulsory health insurance for public officials and assimilated employees. Four years later, this study investigated the satisfaction of beneficiaries of this insurance plan in Lomé. METHODS: The survey was conducted among a sample of beneficiaries using an anonymous face to face questionnaire outside eight health care facilities. The analysis of survey responses allowed measuring the degree of satisfaction. Quantitative data were described using median and extended interquartile range (IQR) and qualitative data were transcribed verbatim. RESULTS: Out of 288 subjects invited to participate, 279 agreed to participate of whom 58% were women and 88% were officials in active employment. The average age of the participants was 38 years (IQR: 30-47). A very large majority of respondents (93.5%) considered this health insurance “satisfactory”. The mean overall satisfaction score was 6/10 (min: 5, max: 9). The main elements of dissatisfaction involved the refusal of care to those people with long-term illnesses (84% dissatisfied), the complexity of administrative formalities (84% dissatisfied) and care delays (67% dissatisfied). CONCLUSION: The very high level of satisfaction promotes the maintenance and the development of this health insurance in Togo. However, the elements of dissatisfaction should receive prompt attention and genuine efforts should be made to correct them