Abstract
Objective: This paper aims to understand the experiences of clients in utilising primary health care services in Jordan. Design: A qualitative study. Methods: Three focus group interviews with 22 clients who sought medical advice at primary health care clinics. The data were analysed thematically. Results: Findings were summarized in three main themes: 1) Clients’ experiences with general practitioners; 2) Causes of not seeking advice at clinics; 3) Clients’ perceptions of the physicians’ capabilities and professionalism. There was comfort and full access to primary health care (PHC) service, although clients were not satisfied sometimes. This is due to the absence, inadequate, and poor quality of the service. This may lead to several visits without getting the service required. Conclusion: Listening to the experiences of the clients and users of PHC identifies what works and what does not work in the service and improves the quality. Measuring the experiences of the users and the satisfaction of the clients is an important aspect of quality.
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