Patient Experiences with Primary Health Care Services – results from Kosova STEPS survey

Sanije Gashi^1,2, Naser Ramadani^1.2, Merita Berisha^1,2, Musli Gashi^2,3, Myvedete Tërshnjaku¹,Besarta Hoxha¹, Rina Hoxha^1,2, Mirëlinda Hatashi¹, Besnike Hoxha, Fatime Ukaj¹

¹National Institute of Public Health of Kosova;

²Medical Faculty, University of Prishtina, Kosova;

³University Clinical Centre of Kosova.

Aim: The current study aimed to understand what drives populations to utilize health services and how quality of care is perceived by the patients at Primary Health Care Centers in Kosova. Identification of patient’ needs and assessment of the health services provided is the starting point of a patient centered approach in providing health care.

Methodology: The survey was a population-based survey of adults’ aged 18-69 using WHO STEPS methodology. Optional STEPS module: health services combines internationally standardized household questions on access to health services and patient experience to identify the perceived quality of services. A multistage cluster sampling design was used to produce representative data for adults 18-69 yr in Kosova. A total of 2695 adults participated in the survey. The overall response rate was 87,7 %.

Results: Research results (unweighted) show that the population often visits primary healthcare centers, so 17.2% of them visited in the last 30 days, 16.5% between 1 and 3 months ago. Of those who used these services 41.1% rated them Excellent, 34,5% Very good, 16.1% Good, 6.8% Fair and 1.6% Poor. But they complained that they could not buy the drugs and perform additional tests if needed because of the extra costs.

Conclusions: Patients’ perception of the health services they receive at primary health care is good, but the lack of health insurance makes it impossible for patients to buy prescribed drugs or to do additional examinations.

Keyword: adults, health care, Kosova.