A new report on UNRWA's health services has underscored how highly they are rated by the Palestine Refugees that use them.
Providing free healthcare is at the heart of the mandate given to UNRWA by the UN General Assembly, and the Agency commissioned an independent organisation, CRSM Consulting, to take stock of its performance and areas for improvement.
The comprehensive survey took place from July 2023 to September 2024 and covered healthcare services across Jordan, Lebanon, Syria, and the West Bank including East Jerusalem. It had 2,400 respondents at 72 UNRWA health centres in these four fields of operation. UNRWA's fifth field, the Gaza Strip, had to be excluded from the research because of the outbreak of the war there in October 2023.
The aim of the survey was to assess the overall satisfaction of patients, identify gaps, ensure quality healthcare delivery, and provide insights for health providers, policymakers, and stakeholders within UNRWA in order to improve the delivery of primary healthcare services.
The report revealed that the accessibility of healthcare services was evaluated as high, with 90 per cent positive responses regarding geographic accessibility. Social accessibility was reported as good, with 98 per cent of respondents indicating they faced no barriers to accessing healthcare. Interpersonal skills among health staff also received high ratings, especially in Lebanon and the West Bank including East Jerusalem, where staff communication and privacy during consultations were highly rated.
A 35-year-old Palestine Refugee in Lebanon told the survey team that "the health services are of high quality and always save us from paying a lot of money to buy medicines that are mostly missing from private pharmacies, and from the expenses that we pay for private doctors."
Some concerns were noted on the availability of chaperones in the healthcare system, particularly in Syria and Jordan, where only 38 per cent and 53 per cent of respondents, respectively, reported that these were usually available.
Overall, health care quality and compliance with the standards varied in the four fields of which were assessed. Administrative quality was the highest in Lebanon, whereas Syria had the lowest scores. Compliance with clinical guidelines was overall high in basic medical care, with Syria leading at 99 per cent. Though referral mechanisms showed variability, the West Bank including East Jerusalem was reported to have the strongest system.
Compliance with standards and best practices varied, ranging from a low of 68 per cent in Jordan to a high of 82 per cent in the West Bank including East Jerusalem. Quality of facility management also varied: Jordan and Lebanon generally had high standards for facility management, while Syria faced serious challenges in terms of maintenance and emergency preparedness.
The report outlines several recommendations to address gaps. These include improving infrastructure for better accessibility, enhancing telemedicine services to reduce overcrowding, conducting training sessions to improve staff communication and clinical examination procedures, standardising referral processes, and optimising appointment scheduling.
This report also reaffirms UNRWA's irreplaceable role in delivering essential primary healthcare services to millions of Palestine Refugees, particularly under the current challenging conditions. As the only international organisation equipped to provide comprehensive public-like services at this scale, UNRWA's efforts are vital to ensuring access to quality healthcare in refugee communities.
Dr. Akihiro Seita, Director of UNRWA's Health Department, reiterated this commitment, stating, "UNRWA's Health Programme, through its healthcare providers, host countries, and partners, will continue working to ensure high-quality care and satisfaction for every Palestine Refugee."
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UNRWA is the United Nations Relief and Works Agency for Palestine Refugees in the Near East. The United Nations General Assembly established UNRWA in 1949 with a mandate to provide humanitarian assistance and protection to registered Palestine refugees in the Agency's area of operations pending a just and lasting solution to their plight.
UNRWA operates in the West Bank, including East Jerusalem, The Gaza Strip, Jordan, Lebanon and Syria.
Tens of thousands of Palestine refugees who lost their homes and livelihoods due to the 1948 conflict continue to be displaced and in need of support, nearly 75 years on.
UNRWA helps Palestine Refugees achieve their full potential in human development through quality services it provides in education, health care, relief and social services, protection, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is funded almost entirely by voluntary contributions.
