Perspectives of Public and Private Primary Healthcare Users in Two Regions of Albania on Non-Clinical Quality of Care

• Published in: Journal of primary care & community health 2020, Vol.11, p.2150132720970350-2150132720970350
• Main Authors: Gabrani, Jonila, Schindler, Christian, Wyss, Kaspar
• Format: Article
• Language: English
• Subjects: Aging; Attention; Autonomy; Confidentiality; Coordination; Infectious diseases; Original Research; Outpatient care facilities; Outpatient clinics; Primary care; Quality of care; Responsiveness; Sociodemographics
• ISSN: 2150-1327; 2150-1319; 2150-1327
• DOI: 10.1177/2150132720970350

Background: Aiming to tackle the rise of non-communicable diseases and an ageing population, Albania is engaged in boosting primary healthcare services and quality of care. The patients’ perspectives on their experience with public and private providers are, however, missing, although their viewpoints are critical while shaping the developing services. Consequently, we analyze perceptions of users of primary healthcare as it relates to non-clinical quality of care and the association to sociodemographic characteristics of patients and the type of provider. Methods: A facility-based survey was conducted in 2018 using the World Health Organization responsiveness questionnaire which is based on a 4-point scale along with 8 non-clinical domains of quality of care. The data of 954 patients were analyzed through descriptive statistics and linear mixed regression models. Results: Similar mean values were reported on total scale of the quality of care for private and public providers, also after sociodemographic adjustments. The highest mean score was reported for the domain “communication” (3.75) followed by “dignity” (3.65), while the lowest mean scores were given for “choice” (2.89) and “prompt attention” (3.00). Urban governmental PHC services were rated significantly better than private outpatient clinics in “coordination of care” (2.90 vs 2.12, P