Background

This study presents the results of evaluating the experiences of individuals who received primary-level healthcare services in family medicine healthcare institutions, as well as their living place with the choice of healthcare institution.

Objectives

To analyze the experience of patients in primary healthcare institutions and to determine the factors that determine the perception of quality.

Material and methods

The study was conducted in licensed personal healthcare institutions providing primary-level personal healthcare services. For the research, a questionnaire evaluating the quality of personal healthcare services experienced was prepared. A total of 718 participants were surveyed during the study.

Results

The research revealed that every other participant is dissatisfied or only partially satisfied with the quality of personal healthcare services received. The results showed that residents living in towns and rural areas tend to judge the quality of services provided in the institution based on the communication of the institution’s employees with the service recipient and do not emphasize whether a quality management system is implemented in the institution.

Conclusions

The results of the study revealed that it is very important for service recipients to receive services closer to their place of residence, and only every tenth service recipient considers factors such as the size of the institution or advertising about the institution in the public space to be important. Service recipients living in smaller town.