Ausra Deksnyte1, Rima Kavalnienė2, Lukas Aranauskas3, Ramunas Aranauskas1, Karolina Palinauskaite4
1Vilnius University Medical Faculty Psychiatric Clinic, Vilnius, Lithuania
2Vilnius University Medical Faculty, Clinic of Internal Diseases, Family Medicine and Oncology, Vilnius, Lithuania
3Vilnius University Medical Faculty, Vilnius, Lithuania
4Nordlandssykehuset HF, Bodø, Norway
After regaining independency and implementing primary healthcare reform, it was important to find out which factors had an impact on patient satisfaction with healthcare services. Employees of psychiatric clinic started a series of researches that included an evaluation of psychosocial and demographic factors influence on patient satisfaction as well as finding out if there was a difference in evaluation of healthcare services between Lithuanians and Western Europeans. For every stage of this research we have chosen to use a patient satisfaction questionnaire, the short version (PSQ-18, Marshall and Hays). Pilot research was conducted in 2009 and contained 164 participants from some of Vilnius family healthcare centers. Second stage was conducted in 2013 and contained 444 participants from family healthcare centers of Vilnius, Vilnius region and Telšiai region. Findings of both stages showed that healthcare consumers evaluated healthcare services mostly high. However, one finding was especially peculiar – main factor that was linked to the higher evaluation of healthcare was belonging to a Vilnius University Hospital Santariskiu Clinics family healthcare center. We named this phenomenon “the reputation of a healthcare center”. It could have been determined by several factors. One of them is the “legacy” of the Soviet Union Nomenklatura system, when belonging to “special” shops, clinics and hospitals guaranteed far better services. However, we can’t rule out an important factor – the centralization of healthcare services politics, when all of the best services are being provided in only two of Lithuania’s healthcare centers: Vilnius University Hospital Santariskiu Clinics and Lithuanian University of health sciences hospital in Kaunas. Patients of family healthcare centres that belong to these hospitals can access healthcare services more easily and receive higher quality services.