Evaluation of satisfaction in patients attending to the primary health care facilities of the Elaziğ city center

Evaluation of health services by the patients contributes to development of the quality in health care sector. The main purpose of this study is to determine the satisfaction levels of the patients applying to Primary Health Care Facilities and the relationship between them. The study was conducted between December 2013 and March 2014 at the family health centers in Elazig province center. The study universe consisted of the first 15 patients aged 18 and more who have applied to 86 family physicians affiliated to 30 family medicine units registered in Elazig province center, who have applied on that day, and who have accepted participating in the study. For collecting the data in the cross-sectional study conducted with 1,290 patients, personal data form for patients and the Turkish version of European Patients Evaluate General/Family Practice (EUROPEP) scale was used. 54.3% of the patients who participated in the study were female. When considered marital status of the patients, 64.7% (834) of the patients were married. When considered their group of occupation, it was found that 34.5 (445) were housewives, 20% (258) were civil servants. In evaluation of satisfaction with Primary Health Care Services, the survey participants are observed to be satisfied with the practice in general. Average score was found as 97.90±17.82 (min. 33.0 , max. 115.0). According to the general average scores received by the patients from EUROPEP-TR Patient Satisfaction Survey questions, average scores of male patients were found to be higher than those of female patients (p<0,05). Scores of the divorced and widow patients were higher compared to other groups, but this was not statistically significant (p>0,05). Average scores of the patients whose educational status is secondary school was higher compared to other groups. Scores of the patients with children were higher compared to those without children. Scores of the patients whose occupation was farmer were higher compared to other groups of occupation. Scores of the patients whose income was TL 1,001 to 2,500 were found to be higher compared to other patients (p<0,05). Scores of the patients who stated that they never had difficulty in access were higher compared to others, but this was not statistically significant. Average scores of the patients who had chronic diseases and patients who stated to have physical handicap were higher compared to those who did not have, but these differences were not found to be statistically significant, either (p>0,05). When considered demographic characteristics of the patients; there was a statistically significant difference between their gender, educational status, number of children, occupation group, income status and their levels of satisfaction, whereas there was no statistically significant difference between their age, marital status, having a chronic disease and their levels of satisfaction. Keywords: Patient Satisfaction, Primary Care, EUROPEP