Patient Satisfaction in the Primary Care System of Cyprus: A Pilot Study

Abstract

Background Patient satisfaction serves as a widely acknowledged metric for assessing the quality of care. Understanding the perspectives of care recipients through patient satisfaction is crucial, as it can function as a valuable tool for quality improvement. The assessment of patient satisfaction becomes particularly imperative following significant healthcare reforms. Methods This study represents the first attempt to delineate the level of patient satisfaction with the newly introduced Primary Care system in Cyprus. Employing an internationally validated tool for evaluating general practice care, a cross-sectional online survey was conducted within one of the largest group practices in Cyprus Primary Care. An online questionnaire was dispatched to all registered email addresses within the group practice, totaling 5,000 emails. Patient satisfaction was measured based on the percentage of respondents reporting their level of satisfaction on a 5-point Likert scale for the questionnaire items. Results The overall satisfaction percentage emerged at 80.51% (SD 32.36). Notably, the majority of questions received excellent ratings. The aspect rated the least satisfactory was the waiting experience in the waiting room, with a mean (SD) of 4.05 (1.08). Conversely, the highest-rated item pertained to safeguarding the records and confidentiality of the patients, with a mean (SD) of 4.65 (0.70). Conclusion This survey, the first of its kind since the inception of the new NHS, conducted in one of the largest primary care centers, indicates remarkably high satisfaction rates comparable to those of other developed EU NHSs. However, to achieve a comprehensive national understanding of patient satisfaction and further support quality improvement initiatives, a larger study encompassing more GP practices is warranted. Such an expanded study would not only supplement ongoing quality improvement interventions but also contribute to fostering patient empowerment in the healthcare system.