Department of Family Medicine, Jagiellonian University Medical College, 4 Bochenska Street, 31-061, Krakow, Poland.
The College of Family Physicians in Poland, 1 Muranowska Street, 00-209, Warsaw, Poland.
BMC Fam Pract. 2020 Jun 23;21(1):118. doi: 10.1186/s12875-020-01190-1.
Meeting the expectations of patients is one of the most crucial criteria when assessing the quality of a healthcare system. This study aimed to compare the expectations and experiences of patients of primary care in Poland and to identify key patient characteristics affecting these outlooks.
The study was performed within the framework of the international Quality and Costs of Primary Care in Europe (QUALICOPC) cross-sectional, questionnaire-based study. In Poland, a nationally representative sample of 2218 patients were recruited to take part in the study. As a study tool, we used data from two of four QUALICOPC questionnaires: "Patient Experience" and "Patient Values".
Patients' expectations were fulfilled in all study areas: accessibility, continuity, quality of care, and equity. We observed that the highest-met expectations indexes were in the area of quality of care, while the lowest, but still with a positive value, were in the area of accessibility. Patient-doctor communication was the aspect most valued by study participants. Elements of the patient's own level of engagement during the consultation were ranked as less essential.
Comparing patient experiences to their values allows us to identify areas for improvement that are prioritized by patients. Accessibility is recognized as the most important area by Polish patients, simultaneously showing the highest level of patient-perceived improvement potential. Interpersonal care is another domain, in which the needs of patients are satisfied but are also relatively high. Strong clinician-patient relationships seem to be a priority in patients' expectations. The continuous efforts in interpersonal communication skills training for primary care physicians should be upgraded.
满足患者的期望是评估医疗保健系统质量的最重要标准之一。本研究旨在比较波兰初级保健患者的期望和体验，并确定影响这些观点的关键患者特征。
该研究是在欧洲初级保健质量和成本（QUALICOPC）的国际横断面、基于问卷的研究框架内进行的。在波兰，招募了 2218 名具有代表性的患者参与这项研究。作为研究工具，我们使用了 QUALICOPC 四个问卷中的两个问卷的数据：“患者体验”和“患者价值观”。
在所有研究领域，患者的期望都得到了满足：可及性、连续性、护理质量和公平性。我们观察到，期望指数最高的是护理质量领域，而最低的（但仍为正值）是可及性领域。医患沟通是研究参与者最看重的方面。咨询过程中患者自身参与程度的要素被认为不太重要。
将患者体验与价值观进行比较，可以确定患者优先考虑的改进领域。可及性是波兰患者认为最重要的领域，同时也显示出患者感知的改进潜力最高。人际护理是另一个领域，患者的需求得到满足，但相对较高。医患关系似乎是患者期望的优先事项。应加强对初级保健医生人际沟通技巧培训的持续努力。
