The comparison of patients' satisfaction with primary health care received in the context of the process of reforming health care sector in Ukraine: a cross-sectional research (based on the example of the primary health care center in the city of Kyiv)

The purpose of the research is to compare the satisfaction of patients of the PHC center in the city of Kyiv who made declarations with doctors and received primary health care in 2019 with the satisfaction of patients of former therapeutic sites who received PHC in 2017. A cross-sectional research was conducted in the primary health care center in the city of Kyiv in two stages. The first phase was held during the 6 months of 2017. In total, 397 people at the age of 18 and older were selected, who contacted with primary health care physicians at the time of the research not less than one year. The EUROPEP questionnaire that was used consists of 23 questions with possible rating them according to five-point Likert scale and covering the following aspects: relationship between a doctor and a patient, evaluation of direct medical care, information and support of the patient by doctor, organizational aspects of health care delivery, availability of primary health care. The second phase of the research, using the same EUROPEP questionnaire was held during the 6 months of 2019. In total, there were 402 respondents who took part in research. We offered to determine the average value of the proportion of patients with the evaluation criteria «good» and «excellent» from received by them PHC for each of the 23 questions of a questionnaire as an integral indicator of satisfaction with the received PHC. The research found that the integral indicator of satisfaction with the received PHC in the city of Kyiv during the last two years in the context of the process of reforming the health care sector in Ukraine has increased from 75,5 ± 0,5 in 2017 to 85,9 ± 0,4 in 2019. The comparison of the average values obtained as a result of the research before and after the reforming of the primary care link in the city of Kyiv has revealed a statistically significant (p˂0,01) increase in patients’ satisfaction with the PHC in all the investigated aspects, except the answers to Q1 (making you feel you had enough time for consultation?) and Q23 questions (urgent care delivery).