Patients Satisfaction on Services of Public Hospitals! Does Initiated Reform of Health Sector Is Giving Expected Results?

Introduction: Patient satisfaction on health services is related to different determinants including technical and interpersonal care, physical environment, accessibility, availability, financial resources, organizational characteristics, continuity of treatment, and care result. Methods: The research was conducted in different units of Gjilan General Hospital/Kosovo. The respondents of this research include hospitalized and outpatient patients, all patients were interviewed, after obtaining informed consent from them. Study tools were prepared on the basis of adopted questionnaire consisted of 30 questions aiming analyzing of several patient characteristics! Results: Patients positively evaluate the organization and quality of health care, the average grades for doctors and nurse services were between 8.4 to 8.8. Study has revealed eight main factors that have significantly affected patient satisfaction regarding the quality of hospital services. Four factors have been correlated to doctor work with patients, doctor average length of time spent with hospital inpatients, the perceived quality of medical advices and perceived quality of work of nurses with hospital patients. While other four factors have been correlated to technical conditions of hospital units such are: patient satisfaction regarding overall technical conditions, level of hygiene inside units, level of hygiene of toilets and the easiness of access to hospital facilities. Discussion: The study findings revealed that the majority of patients were satisfied with the quality of healthcare services provided by the hospital workers. However, there were some areas for improvement, particularly in terms of communication, accessibility, and the physical environment.