PRIMARY HEALTH CARE SERVICES EVALUATION IN GREECE

Importance - The concept of patient satisfaction has received significant attention internationally since 1990s (Hamilton et al. 2013; Schoenfelder, T.; Klewer, J. and Kugler, J. 2011; Thomas, et al. 2006; Speigth, 2005; Bredart, 2001; Rahmqvis, 2001; Williams, 1994) mainly in three key areas of research: a) expectations of the services, b) personal preferences, and finally c) realities of the care received. The purpose of this study is based on a funded project conducted by the Department of Health Economics of the Technological Institute of Athens funded European Social Fund (E. S. F) Ministry of Education, Lifelong Learning and Religious Affairs 2012-2015. It is to identify key determinants of patient satisfaction in Greece. The primary health care in Greece (Noula, et al. 2007), is still lacking behind targets and expectations. Issues like long waiting lists, poor medical and nursing service, and high expectations of patients are consider to be ones of the most important factors that result in negative influence on satisfaction (Tountas et al. 2005; Niakas and Mylonakis, 2005; Papagianopoulou et al. 2008; Pierrakos and Tomaras, 2009). By taking the above issues into consideration, the scope of this study is to develop a comprehensive conceptual method for measuring the satisfaction experienced of the offered Primary Health Care (PHC) services in Greece. Design/methodology/approach - The aim of this study was to develop a comprehensive conceptual method for measuring the satisfaction experienced of the offered Primary Health Care (PHC) services in Greece, based on a survey of 500 self-administered questionnaires by random sampling distributed in five hospitals throughout the Attica region during the period of April 2013 to July 2013. Findings - There are some preliminary results of a pilot research. Many factors have been suggested to influence patient's satisfaction; however there is little consensus at to which areas of care actually influences overall satisfaction response. Patients stated satisfied with medical care and nursing care. However, the level of satisfaction was found quite low in administrative services as also in facilities. The non-parametric test by Kruskall Wallis, showed that the improvement in the patient's health was statistically significant in the overall satisfaction of health care (p <= 0.001), as was also the satisfaction with medical (p <= 0.004) and nursing care (p <= 0.014). Practical implications - Results of the present study have implications for health providers aiming at improving the service quality and quality of care.