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Poster Abstracts

Patient satisfaction on Integrated Care(IC) in pilot Municipalitiesies


Agim Krasniqi ,

Main Family Medicine Center, Albania, AL
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Merita Shehu,

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Genc Ymerhalili,

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Nicu Fota,

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Manfred Zahorka,

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Jana Gerold

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Introduction: The ageing of population represents an enormous challenge to the health care system worldwide, demanding an increased focus on geriatric care. Since there is no established system of IC up to date in Kosovo, there is a need to asses the feasibility of a such system under current circumstances. Therefore, Accessible Quality Healthcare Project, funded by Swiss Development and Cooperation, implemented by Swiss TPH, started implementing a pilot IC project, with a focus on non-communicable diseases management in Primary Health Care.

Aim: The aim of this IC Initiative is to improve the wellbeing and functional status of the patients through better coordination of services provided by the health and social sectors. The objective of this survey was to measure the satisfaction of patients in two municipalities, Fushë Kosovë and Lipjan for IC services from the perspective of multisectoral approach.

Description of practice change implemented: Survey has been conducted with patients and health professionals to measure satisfaction with IC services provided to patients. This survey presents the main findings that have enabled or hindered full implementation of the IC. Based on findings from the survey, project will be oriented on what kind of needs and further support is required among partners involved in the process in order to improve related services.

Targeted population and stakeholders: Patients 65+ with Type-2 Diabetes involved in IC.

Timeline: August - October 2021.

Highlights – Results: 86% of patients had measurement of the glycaemia; 83% measurement of blood pressure; 66% received advise from Health Resource Centre, followed by the home visit for 60% of patients; 36.67% received phone call consultations; 23.3% were involved in physical activity session; 10.0% received social workers ‘visits and 6.7% were supplied with necessary tools (wheelchairs, medicines, etc.)

16.7% responded as fully satisfied with the IC services, 33.3% satisfied, 23.3% somewhat satisfied, 20% a little satisfied and 6.7% not satisfied. 70% assessed the home visit positively, 30% find it useful. 56.7% find counselling through the phone fully useful, 35.7% useful, 3.3% neutral and 3.3% a little useful. Counselling from health/social institutions was considered as fully useful by 26.7%, whereas 36.7% saw it as useful and 36.7% were neutral.

Sustainability: Incorporation of IC in Central database of social services considering joint reporting system has been already initiated.

Transferability: AQH collaborates closely with the Ministry of Health and Municipal Health and Social Welfare Directorates of project municipalities. The results of this pilot project are shared to all Institutional partners.

Conclusions and Discussion: The range of services provided needs to be expanded. Home visits, regular counselling and physical activity sessions has to be prioritized.  IC model as agreed among partners has to continue with its full implementation.

Discussions: Although current experience is limited due to the short duration of this pilot exercise, messages received from patients and from professionals are encouraging.

Lessons learned: Multisectoral approach proved to be effective on motivating patients to socially interact and encourage enhancement of self-care management.
How to Cite: Krasniqi A, Shehu M, Ymerhalili G, Fota N, Zahorka M, Gerold J. Patient satisfaction on Integrated Care(IC) in pilot Municipalitiesies. International Journal of Integrated Care. 2022;22(S3):244. DOI:
Published on 04 Nov 2022.


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