Level of Patient Satisfaction with Quality of Primary Healthcare in Almaty During COVID-19 Pandemic

Д.Т. Шаки, Gulshara Е. Aimbetova, Venera Baisugurova, М.А. Канушина, Aigerim Chegebayeva, Muratkhan Arailym, Erkebulan Merkibekov, Indira K. Karibayeva

2025

Full text Open access: Gold Metadata (CSL-JSON)
DOI 10.3390/ijerph22050804
Data confidence 70 medium
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Abstract

BACKGROUND: This study aimed to assess patient satisfaction with the quality of healthcare services at selected public primary healthcare facilities in Almaty during the COVID-19 pandemic and to identify associated demographic and facility-related factors. METHODS: A cross-sectional, quantitative study was conducted over a period of 6 months, from 30 June to 31 December 2021, through a web-based survey. An adapted questionnaire was employed to survey the respondents. In total, 1035 respondents participated in the study. To examine the relationship between demographic and facility characteristics and patient satisfaction, we utilized the proportional odds model for ordinal logistic regression. RESULTS: A total of eight primary healthcare organizations from the public sector in Almaty participated in the survey. The analysis identified significant demographic predictors of patient satisfaction, such as marital status, social status, self-perceived health, and the use of online consultations. Among the facility-related factors, only the availability of a cross-ventilation system emerged as a significant predictor. CONCLUSIONS: This study provides evidence for the factors influencing patient satisfaction with primary healthcare services in Almaty during the COVID-19 pandemic. Both demographic characteristics and facility-level attributes were found to significantly affect satisfaction levels. These findings underscore the need for targeted structural and organizational improvements in primary healthcare settings, especially during public health emergencies. Addressing these gaps through infrastructural upgrades, enhanced preparedness, and the integration of patient-centered care models can help to bolster trust and resilience within Kazakhstan's healthcare system.