Publication:

User satisfaction and priorities for improvement in public health services in rural Laos: a study of Phonthong district residents

Background Evaluating user satisfaction is essential for improving public health service quality, particularly in rural and resource-limited settings. This study assessed demographic characteristics, service utilization, satisfaction levels, and priority areas for improvement among public health services in Phonthong district, Luang Prabang Province, Lao PDR.

Methods A cross-sectional survey was conducted among 377 individuals who had used public health services in the district. Information on demographic characteristics, service utilization, and satisfaction across 6 service dimensions were collected. Participants were also requested to rank 8 predefined areas for improvement with lower mean scores indicating higher priority.

Results Most respondents were female (59.4%), married (84.6%), and employed in agriculture (72.4%). Over half lived within 1 km of a health facility (52.0%), and 54.9% had health insurance. In the previous year, 62.9% had utilized public health services, mainly for acute illness (36.6%) and routine check-ups (31.8%). Overall satisfaction was high (x̄=3.64), with the highest scores for specific health services (x̄=3.94) and financial aspects (x̄=3.93). Moderate satisfaction was reported for administration and communication, accessibility, and facilities. Improving service quality and health education was identified as the top priority, followed by upgrading medical equipment and strengthening infrastructure and basic utilities.

Conclusions Public health service users in Phonthong district generally reported positive experiences particularly regarding affordability. However, they clearly expressed a need for better service quality, equipment, and facility conditions. Addressing these priorities is essential for strengthening rural health services and improving rural public health services.