Level of satisfaction of patients and healthcare providers in the context of health information digitalisation: a case study of two hospitals in Kinshasa, DRC

Abstract

Background The digitalization of health information (DHI) seeks to improve healthcare quality and patient satisfaction. Although there has been global progress, its effects remain poorly understood in the Democratic Republic of the Congo (DRC). This research evaluated patient and provider satisfaction at two hospitals in Kinshasa that are using DHI. Methods A cross-sectional case study was carried out at Alliance Hospital and Initiative Plus Hospital Centre. Patients (n=182) and providers (n=119) were selected through purposive sampling with randomisation within units to minimise bias. Data were gathered using structured questionnaires via KoboCollect, validated through expert review and pilot testing, and tested for reliability (Cronbach’s alpha >0.70). Analyses in SPSS 26 included descriptive statistics, chi-square, Mann–Whitney U tests, and logistic regression to identify sociodemographic and institutional predictors of satisfaction. Results Patients generally reported high satisfaction (60%), especially with laboratory services and cost transparency, though 30% found medical information unclear and 60% did not utilise digital tools. Provider evaluations were predominantly positive, with 90% citing improvements in workflow, hospital management, and record access. However, discrepancies emerged, such as agreement on better lab management but denial of faster result availability, indicating possible response bias. Comparative analysis revealed perception gaps between patients and providers, while hospitals with longer exposure to DHI showed smoother adaptation and efficiency improvements. Conclusions Digitalization enhanced efficiency, satisfaction, and collaboration between patients and providers, but challenges in understanding, digital literacy, and uneven adoption remain. Targeted patient education, ongoing provider training, resilient infrastructure, and strong governance frameworks are vital to maximise benefits and promote universal health coverage in the DRC.