Survey of patient opinion on service in the general pratitioners office

Information for nursing staff, 2025, 57(4), 15-19.

B. Vasileva

Department of Therapeutic Care, Faculty of Health Care, Medical University ‒ Pleven

Abstract. The quality of healthcare is a key factor for the efficiency of the healthcare system and for achieving high patient satisfaction. In the context of modern healthcare reform, the role of the general practitioner as the first line of contact between the patient and the healthcare system is becoming increasingly crucial. Patient opinion research is an important tool for assessing the real state of healthcare services, as well as for identifying weaknesses that negatively affect trust and the doctor–patient relationship. Objective: To study the opinions of patients and determine the degree of satisfaction with the services in the general practitioner practices, identifying the main factors leading to negative opinions, in order to improve the quality of medical care and patient satisfaction. Materials and Methods: A study was conducted among 1,053 respondents living in different areas (villages and towns) in the Pleven region. Data was collected through an individual anonymous questionnaire consisting of 35 questions, including 29 closed-ended, 4 semi-open, and 2 open-ended questions. The results were processed using Microsoft Office Excel 2007. Results: The analysis clarified the reasons for the omissions made by general practitioners in their practice, with the leading causes being poor communication, ineffective work organization, insufficient qualifications, and a lack of ability to listen to patients. Conclusion: Patient dissatisfaction with general practitioners is linked to a variety of factors, including insufficient attention to the patient needs, long waits for an appointment, and poor communication. Many patients express dissatisfaction with the shortage of time and individual approach on behalf of doctors, which negatively affects the patient trust in medical professionals. This can be a major factor in general dissatisfaction with the health system and contribute to the deterioration of the health status of the population.

Key words: patient, healthcare, general practitioners, opinion

Address for correspondence: Senior Assistant Biserka Vasileva, MD, e-mail: b.ilieva84@abv.bg