title: PATIENTS' SATISFACTION WITH HEALTH SERVICES AT THE NATIONAL INSTITUTE OF PUBLIC HEALTH OF KOSOVA.
abstract: OBJECTIVE
  Purpose of the research is to assess patient satisfaction with the quality of health services provided in National Institute of Public Health of Kosova.
  
  
  METHODS
  Study was observational and cross-sectional. Interviews were conducted with 625 clients of IPH. Inclusion criteria for enrollment in the study were patients above 18 years old, with verbally informed consent.
  
  
  RESULTS
  In our study, access to IPH, efficacy, patient-provider interpersonal communication, and explanations regarding procedures, readiness to answer to patients need and physical settings and appearance are valued satisfactorily whereas cleanliness was rated with minimal grades. Evaluated 12 quality components, were scored with average mark 3.6.
  
  
  CONCLUSIONS
  SWOT analysis, and fishbone diagram should be used on regular bases and a new position for a manager for administrative issues, is opened, complaints box and list of rights and responsibilities of patients were dislocated in a more visible place, and internal staff turnover, is introduced.
authors.affiliation: Faculty of Medicine, Hasan Prishtina University, Prishtina, Kosova; National Institute of Public Health of Kosova, Pristina, Kosova.
authors.forename: Naser
authors.initials: N
authors.lastname: Ramadani
authors.affiliation: Faculty of Medicine, Hasan Prishtina University, Prishtina, Kosova; National Institute of Public Health of Kosova, Pristina, Kosova.
authors.forename: Valbona
authors.initials: V
authors.lastname: Zhjeqi
authors.affiliation: Faculty of Medicine, Hasan Prishtina University, Prishtina, Kosova; National Institute of Public Health of Kosova, Pristina, Kosova.
authors.forename: Merita
authors.initials: M
authors.lastname: Berisha
authors.affiliation: Faculty of Medicine, Hasan Prishtina University, Prishtina, Kosova; National Institute of Public Health of Kosova, Pristina, Kosova.
authors.forename: Rina
authors.initials: R
authors.lastname: Hoxha
authors.affiliation: Faculty of Medicine, Hasan Prishtina University, Prishtina, Kosova; National Institute of Public Health of Kosova, Pristina, Kosova.
authors.forename: Sanije
authors.initials: S
authors.lastname: Gashi
authors.affiliation: Faculty of Medicine, Hasan Prishtina University, Prishtina, Kosova; National Institute of Public Health of Kosova, Pristina, Kosova.
authors.forename: Ilir
authors.initials: I
authors.lastname: Begolli
authors.affiliation: Faculty of Medicine, Hasan Prishtina University, Prishtina, Kosova; National Institute of Public Health of Kosova, Pristina, Kosova.
authors.forename: Drita
authors.initials: D
authors.lastname: Salihu
authors.affiliation: Faculty of Medicine, Hasan Prishtina University, Prishtina, Kosova; National Institute of Public Health of Kosova, Pristina, Kosova.
authors.forename: Sefedin
authors.initials: S
authors.lastname: Muçaj
keywords: Kosova; NIPH; patient satisfaction; quality of health care services