Research
CLIENT / PARTNER
People Demand Change / IPSOS – World Bank Research
COUNTRY / REGION
Tripoli, Benghazi, Misrata & Sabha, Libya
Project Period
Nov 2018 – Mar 2019
Reliable evidence on public-service delivery was particularly important in Libya's fragmented operating environment, where conflict and institutional disruption made it difficult to understand conditions consistently across locations. Healthcare quality could also not be understood through a single perspective: patients experienced the accessibility and quality of care directly, while healthcare providers faced the institutional, operational and resource conditions affecting their ability to deliver that care.
The research therefore required a sufficiently structured sample across multiple municipalities and facilities to capture both sides of the service-delivery relationship and generate evidence that could support a more grounded understanding of healthcare performance and improvement needs.
The second survey round covered Tripoli, Benghazi, Misrata and Sabha, with an average of approximately 20 healthcare facilities included in each municipality. Structured survey research was conducted with both healthcare providers and patients to create a sufficiently robust evidence base for comparative analysis.
Patient surveys focused on satisfaction with the care and services received, while provider surveys examined satisfaction with the institutional support and service-delivery conditions required to provide quality care. Bringing these two respondent perspectives together allowed the research to examine healthcare delivery from both the user and provider sides of the system.
The research generated structured evidence on patient experience and healthcare-provider perspectives across several of Libya's major municipalities. By combining information from service users and providers, the work provided a richer picture of service-delivery conditions than either respondent group could provide independently.
The findings gave the client evidence that could be used to identify areas requiring attention, compare experiences across locations and support future thinking around healthcare quality and institutional support.