Level of satisfaction and socio-demographic correlates among users of primary health care services in Kosovo

Abstract

Aim: The aim of this study was to assess the level and socio-demographic correlates of satisfaction with services among adult primary health care users in Kosovo.

Methods: A cross-sectional study was conducted in Kosovo during the period May-June 2022 including a representative sample of 510 adult users (238 men and 272 women) of primary health care services in Kosovo (mean age: 44.6±19.2 years). In addition to socio-demographic data, a structured 23-item questionnaire aiming at assessing the level of satisfaction with primary health care services was administered to all participants (each item ranging from 1 [high] to 5 [low]). A summary score was calculated for all 23 items related to satisfaction level ranging from 23 (the highest satisfaction level) to 115 (the lowest satisfaction level). General linear model was used to assess the association between the summary score of satisfaction level with primary health care services and socio-demographic factors of study participants.  

Results: Mean summary score of the 23 items related to the satisfaction level with primary health care services was 49.8±13.0; median score was 49 (interquartile range: 41-57). In multivariable-adjusted models, the level of satisfaction with primary health care services was significantly higher among participants with a lower educational attainment, individuals with e lower income level, and ethnic Albanian participants.

Conclusion: This study identified important socio-demographic correlates of the level of satisfaction with primary health care services in the adult population of Kosovo. Findings from this study should raise the awareness of policymakers and decision-makers in Kosovo and elsewhere in order to improve the quality of primary health care services.