Analysis of the determinants of there poor quality of the reception at the university hospital center gabriel touré of bamako, Mali, 2025

Context: Hospital reception is a major determinant of user satisfaction and access to care. In Mali, despite a favorable legislative framework, the Gabriel Touré University Hospital faces chronic user dissatisfaction. Objective: This study aims to analyze the root causes of poor patient care and to propose a budgeted strategic improvement plan. Methods: A participatory action research project was conducted from August 2024 to February 2025. It involved 131 patients, 76 staff members, and a nominal group of 30 experts. Quality management tools ( Hanlon model , Ishikawa diagram, multi-criteria decision matrix) were used to prioritize problems and develop solutions. Results: "Unsatisfactory patient care conditions" were identified as the priority problem ( Hanlon score : 475). Causal analysis (5Ms) revealed the predominance of factors related to the workforce (insufficient and untrained staff) and organization (lack of procedures, inadequate signage). An action plan of 37.3 million FCFA, focused on the recruitment of 23 agents and the training of 46 staff members, has been validated. Conclusion: Improving customer service requires a systemic approach. Rigorous implementation of the proposed action plan should enable a satisfaction rate exceeding 80% by 2027.