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Patient satisfaction in private contractors

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Patient satisfaction in private contractors

  1. 1. THE IMPACT OF PRIVATISATION OF PRIMARY HEALTH CARE SERVICES ON PATIENT SATISFACTION Janko KERSNIK Department of family medicine, University Ljubljana
  2. 2. Privatisation and patient satisfaction <ul><li>Patients' evaluation can be used for a benchmark in inter-practice, national as well international comparisons on quality of care </li></ul><ul><li>One of the objectives of the reforms in Eastern Europe was greater patient satisfaction with private initiative in health care provision </li></ul>
  3. 3. Methods <ul><li>Postal survey of a representative sample of patients from Slovenia </li></ul><ul><li>2160 patients approached </li></ul><ul><li>A self-administered EUROPEP questionnaire </li></ul><ul><li>Patients evaluate level of satisfaction on a five point Likert scale </li></ul>
  4. 4. Results <ul><li>22% visited a private practitioner </li></ul><ul><li>more satisfied: </li></ul><ul><ul><li>with communication ( 88,5 points vs. 85,7 points ; p<0,001) </li></ul></ul><ul><ul><li>with technical aspect of care ( 88,7 points vs. 86,3 points ) (p=0,01) </li></ul></ul><ul><ul><li>with organisation of services ( 85,6 points vs. 83,3 points ) (p=0,01) </li></ul></ul><ul><ul><li>no differences in explanation style </li></ul></ul>
  5. 5. Conclusions <ul><li>The introduction of private provision of health services showed to be beneficial for some areas of patient satisfaction </li></ul><ul><li>The experiences can be used for quality improvement in public owned clinics: greater emphasise on better communication skills and techniques can improve patient satisfaction </li></ul>

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