Perspectives of public and private primary healthcare users in two regions of Albania on non-clinical quality of care

BACKGROUND; : Aiming to tackle the rise of non-communicable diseases and an ageing population, Albania is engaged in boosting primary healthcare services and quality of care. The patients' perspectives on their experience with public and private providers are, however, missing, although their viewpoints are critical while shaping the developing services. Consequently, we analyze perceptions of users of primary healthcare as it relates to non-clinical quality of care and the association to sociodemographic characteristics of patients and the type of provider.; METHODS; : A facility-based survey was conducted in 2018 using the World Health Organization responsiveness questionnaire which is based on a 4-point scale along with 8 non-clinical domains of quality of care. The data of 954 patients were analyzed through descriptive statistics and linear mixed regression models.; RESULTS; : Similar mean values were reported on total scale of the quality of care for private and public providers, also after sociodemographic adjustments. The highest mean score was reported for the domain "communication" (3.75) followed by "dignity" (3.65), while the lowest mean scores were given for "choice" (2.89) and "prompt attention" (3.00). Urban governmental PHC services were rated significantly better than private outpatient clinics in "coordination of care" (2.90 vs 2.12, P < .001). In contrast, private outpatient clinics were judged significantly better than urban PHC clinics in "confidentiality" (3.77 vs 3.38, P = .04) and "quality of basic amenities" (3.70 vs 3.02, P < .001). "Autonomy" was reported as least important attribute of quality.; CONCLUSION; : While the perception of non-clinical care quality was found to be high and similar for public and private providers, promptness and coordination of care require attention to meet patient's expectations on good quality of care. There is a need to raise the awareness on autonomy and the involvement of patients' aspects concerning their health.