SELF-REPORTED CLIENT SATISFACTION IN THE PRIMARY CARE DEVELOPMENT MODEL PROGRAMME

Author(s)

Merész G, Bálity C, Sinkó E, Dózsa KM
Semmelweis University, Budapest, Hungary

OBJECTIVES: The overall objective of the Primary Care Development Model Programme is to expand preventive services in the Hungarian primary care through establishing GP clusters. As a pilot 4 clusters were formed in some of the most deprived regions of the country. This research is aimed to explore the client attitudes towards the new complementary preventive services offered by local care providers. METHODS: A questionnaire was developed and finalized on the basis of a pilot survey carried out in the beginning of 2015. After finalizing the questionnaire continuous data collection has been carried out between November 2015 and May 2016. Information was collected on basic demographic parameters; disease history; type of services used; attitudes towards specific domains related to the provision of care. Data was analyzed in MS Excel and in R statistical software package. RESULTS:

A total number of 839 questionnaires were returned, and included in the primary analysis dataset. The mean age of respondents was 58.55 years, with 89% of respondents being females. The overall attitude of clients towards all services was very high with modest variation; most concerns were raised regarding the location, frequency and circumstances of physiotherapy. The majority of respondents indicated a clear need for the continuation of complementary preventive services. CONCLUSIONS: The results suggest that the newly offered services in the Hungarian primary care are highly welcomed by clients. The findings of this research can be used to provide comparable, structured and continuous feedback for caregivers. The analyses support the extension of the Primary Care Development Model Programme to national level from the viewpoint of client satisfaction.

Conference/Value in Health Info

2016-10, ISPOR Europe 2016, Vienna, Austria

Value in Health, Vol. 19, No. 7 (November 2016)

Code

PHP86

Topic

Health Policy & Regulatory, Health Service Delivery & Process of Care

Topic Subcategory

Health Care Research, Health Disparities & Equity

Disease

Diabetes/Endocrine/Metabolic Disorders, Multiple Diseases, Musculoskeletal Disorders

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