Provisional results Health Published on 12 October 2026

How do patients perceive the quality of listening in the health system?

71 people answered this survey. Reception, waiting time, explanations from health workers: share your experience in public and private health facilities.

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Respondents n = 71

completed questionnaires

Centre 48%Hauts-Bassins 25%Others 27%

Agree 26 %

agree or strongly agree

Average score 5.6/10

on a scale from 0 to 10

Methodology

Provisional results

Population: Health service users aged 18 and over who visited a health facility in the last 12 months.
Recruitment: Open distribution on WhatsApp, Facebook and through Consom’Action’s partner associations. Voluntary participation, no incentive.
Sample and period: n = 71 completed questionnaires, collected from 3 October 2026 to 14 October 2026. 15 incomplete questionnaires excluded.
Data collection: Online questionnaire on mobile phones, in French and English and results.method.locale_mos and results.method.locale_dyu, 12 questions, median duration 6 min. Raw, unweighted results rounded to the nearest unit.

Limitations: Non-probability sample, still small: results are indicative and will change until data collection closes.

Status: provisional results, under review by Consom’Action’s methodology committee; they may still change.

Certifiable method

95% confidence intervals

Each percentage comes with the range within which the true value lies with 95% confidence, given the sample size and the weighting.

Where did your last visit take place?

n = 61

Primary health centre (CSPS)29.5 % [18.1 – 41.0]
District medical centre (CMA)19.7 % [9.7 – 29.6]
Regional hospital (CHR)6.6 % [0.3 – 12.8]
University hospital (CHU)18.0 % [8.4 – 27.7]
Private clinic14.8 % [5.9 – 23.7]
Private practice11.5 % [3.5 – 19.5]

“The health workers listened carefully and took time to answer my questions.”

n = 61

Mean2.8 [2.5 – 3.1]
Top 226.2 % [15.2 – 37.3]
Strongly disagree14.8 % [5.9 – 23.7]
Disagree23.0 % [12.4 – 33.5]
Neutral36.1 % [24.0 – 48.1]
Agree19.7 % [9.7 – 29.6]
Strongly agree6.6 % [0.3 – 12.8]

Would you recommend this facility to a relative?

n = 61

NPS-52.5 [-70.0 – -35.0]
Mean5.6 [5.0 – 6.2]

Which improvements should come first? (up to 3)

n = 71

Better reception45.1 % [33.5 – 56.6]
Shorter waiting times40.8 % [29.4 – 52.3]
Clear explanations of diagnosis and treatment40.8 % [29.4 – 52.3]
More transparent costs29.6 % [19.0 – 40.2]
Respect for confidentiality11.3 % [3.9 – 18.6]
Availability of medicines14.1 % [6.0 – 22.2]
No improvement needed7.0 % [1.1 – 13.0]

Detailed results

Question by question

Question 1List

Where did your last visit take place?

n = 61 respondents

Where did your last visit take place? (n = 61)
Answer	Count	Percentage
Primary health centre (CSPS)	18	29.5%
District medical centre (CMA)	12	19.7%
Regional hospital (CHR)	4	6.6%
University hospital (CHU)	11	18.0%
Private clinic	9	14.8%
Private practice	7	11.5%
Other	0	0.0%

How to read: 29% of respondents answered “Primary health centre (CSPS)”. 10 people did not answer.

Question 2Agreement scale

“The health workers listened carefully and took time to answer my questions.”

n = 61 respondents

“The health workers listened carefully and took time to answer my questions.” (n = 61)
Answer	Count	Percentage
Strongly disagree	9	14.8%
Disagree	14	23.0%
Neutral	22	36.1%
Agree	12	19.7%
Strongly agree	4	6.6%
Mean	2.8
Median	3.0
Standard deviation	1.1
Two most favourable answers (%)	26.2

How to read: 26% of respondents chose “strongly agree” or “agree”. 10 people did not answer.

Question 30 to 10 score

Would you recommend this facility to a relative?

n = 61 respondents

Would you recommend this facility to a relative? (n = 61)
Answer	Count	Percentage
0	0	0.0%
1	2	3.3%
2	6	9.8%
3	5	8.2%
4	7	11.5%
5	8	13.1%
6	11	18.0%
7	8	13.1%
8	7	11.5%
9	3	4.9%
10	4	6.6%
Mean	5.6
Median	6.0
Standard deviation	2.4
NPS	-52.5

How to read: average score of 5.6 out of 10; 12% promoters (9 or 10) and 64% detractors (0 to 6). 10 people did not answer.

Question 4Multiple choice

Which improvements should come first? (up to 3)

n = 71 respondents

Which improvements should come first? (up to 3) (n = 71)
Answer	Count	Percentage
Better reception	32	45.1%
Shorter waiting times	29	40.8%
Clear explanations of diagnosis and treatment	29	40.8%
More transparent costs	21	29.6%
Respect for confidentiality	8	11.3%
Availability of medicines	10	14.1%
No improvement needed	5	7.0%
Other	0	0.0%

Several answers allowed: the total exceeds 100%.

How to read: 45% of respondents mentioned “Better reception”. Several answers were allowed.

Editorial summary

Key takeaways

Main findings

Early findings, to be confirmed: only a minority of respondents feel really listened to by health workers, and waiting time tops the list of expected improvements.

26% of respondents agree that they feel listened to by health workers.
Most expected improvement: better reception, mentioned by 42% of respondents.
These results are provisional: data collection continues until the closing date.

What next? Final results will be published after data collection closes and the methodology committee has reviewed them.

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PDF summary

Key figures, charts, full methodology and limitations.

PDF · printable version · 4 charts Download the PDF

Aggregated data

Counts and percentages per question and answer. No individual responses.

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Cite these results

Consom’Action (2026). How do patients perceive the quality of listening in the health system? Consomètre, provisional results, n = 71, 3 October 2026 – 14 October 2026. dev.consomaction.bf/en/resultats/ecoute-sante

This survey is still open: provisional results change as new responses come in.

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