Abstract
BackgroundMeeting the expectations of patients is one of the most crucial criteria when assessing the quality of a healthcare system. This study aimed to compare the expectations and experiences of patients of primary care in Poland and to identify key patient characteristics affecting these outlooks.MethodsThe study was performed within the framework of the international Quality and Costs of Primary Care in Europe (QUALICOPC) cross-sectional, questionnaire-based study. In Poland, a nationally representative sample of 2218 patients were recruited to take part in the study. As a study tool, we used data from two of four QUALICOPC questionnaires: “Patient Experience” and “Patient Values”.ResultsPatients’ expectations were fulfilled in all study areas: accessibility, continuity, quality of care, and equity. We observed that the highest-met expectations indexes were in the area of quality of care, while the lowest, but still with a positive value, were in the area of accessibility. Patient-doctor communication was the aspect most valued by study participants. Elements of the patient’s own level of engagement during the consultation were ranked as less essential.ConclusionsComparing patient experiences to their values allows us to identify areas for improvement that are prioritized by patients. Accessibility is recognized as the most important area by Polish patients, simultaneously showing the highest level of patient-perceived improvement potential. Interpersonal care is another domain, in which the needs of patients are satisfied but are also relatively high. Strong clinician-patient relationships seem to be a priority in patients’ expectations. The continuous efforts in interpersonal communication skills training for primary care physicians should be upgraded.
Highlights
Meeting the expectations of patients is one of the most crucial criteria when assessing the quality of a healthcare system
Design of the study This is a cross-sectional study performed within the framework of the international Quality and Costs of Primary Care in Europe (QUALICOPC) project coordinated by the Netherlands Institute for Health Services Research (NIVEL), aiming to evaluate the quality of Primary health care (PHC) in 31 European countries as well as Australia, Canada, and New Zealand [18]
A set of four questionnaires was developed by the QUALICOPC study team: (1) one for general practitioners (GPs) (“primary care (PC) Physician” questionnaire), (2) one for patients about their experiences during one specific GP consultation (“Patient Experience” questionnaire), (3) another for patients about the values of PHC they consider important (“Patient Values” questionnaire), and (4) a practice questionnaire about the structure of the PHC setting (“Fieldworker” questionnaire) [19]
Summary
Meeting the expectations of patients is one of the most crucial criteria when assessing the quality of a healthcare system. Primary health care (PHC) is the part of the healthcare system in which patients address their health concerns first and where the majority of curative and prophylactic healthcare needs of the community are satisfied [1]. The Primary Health Care Activity Monitor in Europe (PHAMEU) study, conducted in 2007– 2010, proposed a new approach to determine the quality of PHC. It is based on the classic quality assurance model developed by Donabedian, wherein the framework of structure-process outcome and the features of primary care (PC) (governance, economic conditions, workforce development, access, comprehensiveness, continuity, coordination, quality, and efficiency of primary care) were defined [8]
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