| Abstract [eng] |
The quality and availability of primary health care services remains an actual problem in Klaipėda city and in whole country. The practice of medical institutions operating in Lithuania and abroad is constantly analyzed, and it is trying to find methods how to provide high-quality health care services so that patients remain satisfied. This is a significant challenge for institutions indeed. In order to improve the patients’ attitude to the quality of provided medical services, thoughtful work of the heads of organizations, public health institutions, investments, training of employees is vital. The goal of the study – to evaluate quality and availability of provided primary health care services from the point of view of patients in Klaipėda city. Methodology of the study. Analysis of scientific literature (for the theoretical part), written survey using a questionnaire (for quantitative research). SPSS and Microsoft Excel programs were used for the analysis of the research data. Results of the study. The study revealed that women are more satisfied with many of the quality parameters, that are in Klaipeda primary health care institutions. Significant differences are observed in the attitudes of people over 50 years when evaluating the quality of services in terms of transport. The results of the statistical comparison showed that women (compared to men) are more satisfied with the working hours of the medical institution. It was observed that the majority of respondents had to wait for a visit to family doctor even a week, which indicates that services are not provided as soon as they are needed. Timely provided services of health care to respondents is very important parameter of good quality. Equally important is the availability of health services. The results of the statistical comparison show that women have higher expectations than men. Conclusion. After investigation the patients’ quality evaluation in Klaipėda city primary health care institutions, significant aspects were identified that could help solving quality improvement issues. The results of the study can be used to improve the organization of primary care. This would help to solve problems, which are highlighted by patients mostly. The study found that timely provided medical care was the mostly important to the patient. This is the most important aspect of quality assessment from the patient’s perspective. Keywords: satisfying expectations, primary health care, practice of medical staff, quality of services, accessibility. |
