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Patients’ satisfaction with health services at the National Institute of Public Health of Kosova

Naser Ramadani, Valbona Zhjeqi, Merita Berisha, Rina Hoxha, Sanije Gashi, Ilir Begolli, Drita Salihu, and Sefedin Muçaj.


Aim: Purpose of the research is to assess patient satisfaction with the quality of health services provided in National Institute of Public Health of Kosova. Methods: Study was observational and cross-sectional. Interviews were conducted with 625 clients of IPH. Inclusion criteria for enrollment in the study were patients above 18 years old, with verbally informed consent. Results: In our study, access to IPH, efficacy, patient-provider interpersonal communication, and explanations regarding procedures, readiness to answer to patients need and physical settings and appearance are valued satisfactorily whereas cleanliness was rated with minimal grades. Evaluated 12 quality components, were scored with average mark 3.6. Conclusions: SWOT analysis, and fishbone diagram should be used on regular bases and a new position for a manager for administrative issues, is opened, complaints box and list of rights and responsibilities of patients were dislocated in a more visible place, and internal staff turnover, is introduced.

Key words: patient satisfaction, quality of health care services, NIPH, Kosova.

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