FACTORS AFFECTING PATIENT SATISFACTION WITH THE QUALITY OF PRIMARY HEALTHCARESERVICES: A CROSS-SECTIONAL STUDY IN ALBANIA

Sllavka Kurti, Rezarta Kalaja

Abstract: Patient satisfaction is a key indicator of the quality of health care delivery, and as an internationally recognized factor must be studied on a regular basis to ensure the health care systems' performance. The study's scope is to identify and evaluate the factors influencing patient satisfaction with the quality of public primary health care. A three-month cross-sectional facility-based study with 150 participants was carried out. A structured questionnaire based on the SERVPERF method is used to collect respondents' opinions about the quality of healthcare provided by primary healthcare services. Tangibles, Reliability, Assurance, and Waiting Time in Healthcare Centers were found to be statistically significant and affect overall satisfaction with healthcare service quality. The study's findings will help Primary health center managers and policymakers develop strategies and evaluate future applications to support improving quality of care, healthcare outcomes and overall primary health center performance.

Keywords: primary healthcare, service quality, SERVPERF, sociodemographic characteristics

DOI: 10.24874/IJQR18.01-02

Recieved: 05.07.2022  Accepted: 11.08.2023  UDC: 005.336.3

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