Last update:
28-Sep-2019

OBJECTIVE Assessment of the managerial, administrative and financing needs of the national primary health network (PEDY) urban primary health care (PHC) unit in Egaleo, Athens, Greece, by measurement of the satisfaction of patients, health care professionals and administrative staff. Identification of specific problems in the unit, by collection of information from patients and health care professionals.

METHOD The study was conducted in two parts. For the first part, questionnaires were completed by 35 health care professionals and administrative staff working in the unit. For the second part, questionnaires were completed by 100 patients-healthcare users.

RESULTS The mean satisfaction rate reported by the staff of the unit was 5.51/10 (4.8/10 for doctors, 5.5/10 for nursing staff, 5.5/10 for administrative staff and 5.25/10 for paramedical personnel). The average satisfaction rate recorded by the patients was 5.64/10.

CONCLUSIONS These findings show that the satisfaction of both the health care providers and the health care users at this urban health center was only moderate. The organization of PHC at the local level, with the establishment of the family doctor in the central role, introduction of the electronic medical record (EMR) and upgrade of equipment will help to solve or reduce several problems that have been identified in the PHC system in Greece. Addressing these targets can be expected to lead to increased effectiveness, efficiency and productivity in PEDY, adjusted to the health care needs of the local population. The reorganization of PHC at the local level was announced in the National Health Strategy 2014–2020, according to which 120 local PHC units were created at the beginning of 2018.

Key words: Needs assessment, Patient satisfaction, Primary health care, Staff satisfaction.