Katarina N. Vojvodic, Zorica J. Terzic-Supic and Gert W. Wolf
Institute of Public Health of Belgrade, Serbia
University of Belgrade, Serbia
University of Klagenfurt, Austria
Posters & Accepted Abstracts: Prim Health Care
There are several key factors for patientsâ?? satisfaction. The first group refers to Health Care (HC) service including: option to choose a specific centre or doctor, the courtesy of the staff, cleanliness of the HC environment or waiting time. The second group comprises features related to accessibility and availability such as distance, operating hours, scheduling of appointments by phone, same-day treatment or the accessibility for persons with disabilities. The third group refers to the doctors, their kindness, competency. The fourth group refers to the socio-demographic characteristics of patients (age, gender, marital and economic status) and presence of co-morbidity. Patientsâ?? satisfaction may be considered as a multidimensional HC quality issue, depending more often on meeting patientsâ?? expectations than on reaching positive health outcomes. According to literature, positive experiences enhance patientsâ?? engagement and their adherence to doctorsâ?? recommendations for regular medicines taking, preventive care, health-promoting behaviour, screening services and immunisation. Patientsâ?? satisfaction survey take place every year in each primary HC centre in Republic of Serbia and represent a great amount of data on patientsâ?? satisfaction and experience in contact with HC services. Since 2009 about one quoter (22,1%) of patients were aged 65 and more. Most of them (>80%) had positive experience in contact with HC service and were satisfied, but that number decreased during the observed period. Surveys were conducted using questioner which is too long, not suitable for aged patients and sometimes they refuse to participate. That why â??age friendlyâ? methodology have to be considered in the future surveys.