Arch Hellen Med, 34(2), March-April 2017, 236-243
User satisfaction with the services provided by the PEDY health unit in Kilkis
E. Frengidou,1 P. Galanis,2 M. Zafeiropoulou,3 G. Diakoumis,4 R. Papadopoulos,5 A. Papagianni,5 M. Theodorou6
OBJECTIVE To investigate user satisfaction with the services provided by a provincial primary health care unit of the National Primary Health Network (PEDY) and its determinants.
METHOD Α cross-sectional study was conducted during the period June to August 2015. The study population consisted of 181 patients aged ≥18 years who had used the services provided by the Kilkis PEDY primary health care unit during the previous year. Data were collected by means of an anonymous questionnaire that was completed voluntarily by the participants. Multivariate linear regression analysis was used to identify factors associated with patient satisfaction.
RESULTS The level of complete satisfaction was relatively low (48.6%). Among demographic factors found to be significantly correlated with satisfaction, married participants were more satisfied by the waiting times for appointment and examination and those of greater age and lower educational level reported less satisfaction with the doctors. Greater age, higher satisfaction with waiting times for appointment and examination, greater satisfaction with doctors and increased frequency of recommendation of the services to others were all correlated with higher overall satisfaction. Components of the outpatient services perceived as problematic were the infrequent use of the health unit, preference of patients for private primary health care and the short duration of the consultations.
CONCLUSIONS There is great potential for improvement in the quality of the services provided by the PEDY primary health care units, with application of appropriate strategic planning and health policies.
Key words: Determinant, Health service, Primary health care, Quality, Satisfaction.