[Causes of patients' dissatisfaction with family doctor care in the light of questionnaire surveys--analysis of responses to open-ended questions].

The current study is based on questionnaire surveys investigating the quality of the family doctor care from the patient's perspective, conducted in Bialystok. The aim of this study was to identify the causes of patients' dissatisfaction with family doctor care. The object of analysis was written responses to two open-ended questions included in the questionnaires. Content analysis was used. All the written responses were stored in the computer database and then grouped into categories. Of 361 respondents who answered the first open-ended question--128 (35.5%) gave negative comments, while among 166 respondents who replied to the second question--110 were dissatisfied (66.3%). Overall, 340 negative statements on the family doctor care were recorded. Three main categories of patient dissatisfaction were identified: 1. deficiencies in the primary health care system (81 statements); 2. deficiencies in organization and quality of services (80 statements); 3. deficiencies in care providers' attitudes, skills and work (179 statements). The analysis of responses has revealed situations in which patients are not satisfied with care. This information can be useful for improving the quality of the family doctor care.