Patient expectations regarding the quality of care offered in health centres of the Kwango Provincial Health Division: A contribution of the capability approach

Introduction Expectations are a key measure of patient satisfaction and an important determinant of quality of care. It should be noted that perceived quality is dependent on the performance and efficiency of a health system and its service delivery structures. Purpose This study aims to explore patients’ expectations regarding the care offered in health centres within the Kwango Provincial Health Division. Methods A qualitative approach was adopted using 13 focus groups, each comprising eight patients. Data were collected using an interview guide, with audio recordings made using an Android phone. The collected data were transcribed and analysed using In Vivo software. Results The findings revealed several patient expectations, including a warm reception upon arrival, a comfortable waiting area, short waiting times before consultation, affordable pricing, use of gloves, appropriate staff communication, collaboration with patients, continuity of services, staff availability, availability of medicines, respect for privacy, rational medical prescriptions, pain management, cleanliness of the health centre, availability of handwashing facilities, and home visits to patients. Conclusion Understanding these expectations will enable managers and healthcare providers to better align their actions with patient needs. This will help improve professional behaviour, encourage positive attitudes, and contribute to sustaining and strengthening patient well-being and a climate of trust within health centres.