Abstract

Background: One of the most important elements for improving the primary care quality is to meet the growing needs of patients and to increase patient satisfaction. In-depth studies on patients’ expectation is vital for healthcare facilities to achieve a more reliable and valid healthcare outcome. This study aims: to explore people’s expectations towards primary care services and related factors at Family Medicine Clinic, Hue University of Medicine and Pharmacy. Methods: A mixed method study on 308 patients visiting the Family Physician Clinic, Hue University of Medicine and Pharmacy. Results: The most important aspects were: “Doctor provides correct diagnoses and cure it.”, “Doctor provides careful examination”, “Doctor takes full history taking”, “Doctor clearly explains diagnosis and treatment plan”, “List of medication covered by health insurance is enough and qualified”, “Doctor/healthcare worker ensures patient confidentiality” and “Healthcare workers are friendly”. There were differences in the expectations of prioritizing primary care services in different target groups. Younger patients groups placed more expectations on facility factors than older patient groups; Patients in different occupational groups differed in their expectations of healthcare workers and the quality of medical care. Conclusion: Factors related to health care workers and quality of medical care were the most prioritizing expectations at the Family Medicine Clinic. It is necessarry to improve primary care services to meet the expectations of different target groups