[Patients' satisfaction in ENT surgery at the Sylvanus Olympio University Hospital in Lomé (Togo)].

Objective: To evaluate the satisfaction of patients surgically treated in a Otolaryngology Department in a developing country. This survey was caried out from consultation to surgical management in the Sylvanus Olympio University Hospital in Lomé.

Patients and methods: Cross-sectional study from December 1, 2022 to November 30, 2023, a period of one year. People included were the patients or relatives for under 18 years of age who gave their consent, seen by the surgical team and operated on in the department during this period. The parameters assessed by a closed self-administered questionnaire were related to satisfaction from admission to diagnosis, from preoperative evaluation to the day before surgery, from the day of surgery to the end of hospitalization, and finally to discharge formalities. The data were analyzed and processed using Epi info 7.2.5.0 software.

Results: One hundred and twelve individuals, including fifteen relatives, met the survey criteria (70.4%). The mean age was 41 years, with extremes of 19 and 76 years. The participants had a secondary education level in 59.5% of the cases. They were shopkeepers and housewives in 26.8% and 24.1% of cases, respectively. Thyroidectomy was the most common type of surgery, performed in 43.7% of cases. From admission to diagnosis, 66.1% of patients found the service satisfactory, while 12.5% found it very poor. From the preoperative examination to the day before surgery, this examination and the purchase of prescriptions were judged to be poor in 33.9% and 40.2% of cases, respectively. From the day of the operation to discharge, the quality of the sanitary facilities and of the hospital ward was poor in 44.6% and 54.4% of cases, respectively. Participants were satisfied with the quality of visits (58.9%), behavior of medical-surgical team in the operating room (30.4%), follow-up information and surgical procedure in all cases.

Conclusion: Dissatisfaction of patients and their relatives exists at all levels, administrative and medical. More efforts need to be done in our department to improve the quality of care.