Primary Healthcare Under Transformation in 3 Eastern European Countries: Quality Satisfaction as Rated by Students

OBJECTIVES: This study aimed to determine the reasons for student dissatisfaction with the quality of primary healthcare (PHC) in countries under healthcare system transformation (Belarus, Poland, and Ukraine) to identify reserves and make improvements. METHODS: A comparative multipopulation survey was translated, verified, and completed during face-to-face interviews during March 2019 to May 2019. There were 700 Humanities students included in this study to determine satisfaction with the quality of PHC provided by the family doctor. Satisfaction was assessed according to the availability of the doctor, the level of organization of the institution, the service process, the quality of the interaction with the doctor, adherence to the rights of patients, and any additional financial expense incurred by the patient. RESULTS: Politeness and attentiveness of doctors were rated highly. Dissatisfaction was associated with the negative attitude of medical personnel towards the patient. One in 10 respondents replied that medical confidentiality was not observed. More than 65% of students had paid for diagnostic tests/or treatments, and some respondents from Poland and Ukraine were asked by the doctor to pay for services without a receipt. CONCLUSION: Dissatisfaction with the quality of PHC in countries under transformation of the health system was largely due to ethical aspects of the doctor-patient relationship. Therefore, ethical standards need to be upheld and patients need to be aware of these standards using medical education materials covering the moral aspects of the relationship between medical personnel and patient.