Consumer satisfaction in primary health care in the district Pomoravlje

Introduction. Consumer satisfaction is the core element of the quality health care service. If the patient is unsatisfied with health care service, the main aim of the health care system is not achieved. The Aim. The aim of this paper is to show the level of patient satisfaction in primary health care settings in the district Pomoravlje from 2004 to 2009. Method. For the measurement of patient satisfaction the questionnaire of the World Health Organization and Institute of Public Health Serbia was used. The representative sample of 3567 patient in primary health care was used. Descriptive statistic was applied. Results. The average figures of consumer satisfaction with general practitioners (GP) and nurses in the primary health care from 2004 to 2009 were balanced and with continual rise. Patients satisfaction is the highest with general practitioners (86,8%) but the level of the consumer satisfaction is the lowest in the gynecology (9,5%). In the dental health care the consumer satisfaction was 84%. Conclusion. This research shows that over 80% of the patients were satisfied in primary health care settings and indicate the importance of improvement of consumer satisfaction for amelioration of the health care.