The perception of outpatient care quality by healthcare users in Ukraine

V. Anufriyeva*, M. Pavlova, T. Stepurko, W. Groot

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review


Background: Ukraine has been improving the quality of health care by reforming the health care system. Evidence on healthcare users' perceptions of quality is important for future system changes. This paper aims to analyze the aspects of quality that outpatient care users find most important.Methods: Data from a longitudinal household survey 'Health Index. Ukraine' in 2016-2019 were used. The survey had a sample size of over 10,000 participants per wave. Data were analyzed using descriptive statistics as well as binary regression analysis.Results: Our results showed the importance of quality attributes as 'effectiveness of treatment' and 'qualification of medical personnel' as well as changes in the perception of quality attributes connected with payment policies and general management of the facility (like working hours, setting and hygiene ensuring by medical personnel).Conclusions: Our study provides new insights into the importance of healthcare quality attributes for outpatient healthcare users in Ukraine, showing the need to develop in future a national policy on quality and a national quality strategy for health care that incorporates quality aspects important to patients to make the healthcare system more responsive to the needs and expectations of healthcare users.
Original languageEnglish
Pages (from-to)25-31
Number of pages7
JournalInternational Journal of Healthcare Management
Issue number1
Early online date1 Nov 2022
Publication statusPublished - Jan 2024


  • Health care
  • healthcare quality
  • perceived quality
  • service quality
  • healthcare management
  • outpatient care
  • Ukraine


Dive into the research topics of 'The perception of outpatient care quality by healthcare users in Ukraine'. Together they form a unique fingerprint.

Cite this