Coordination, comprehensiveness and continuity as the quality measures of remote primary healthcare in Poland

Objective: The purpose of this article is to examine the quality of remote primary healthcare in Poland measured through three dimensions: coordination, comprehensiveness, and continuity (3Cs) and examine the relationship between them. Research Design & Methods: The 3Cs were measured using a proprietary questionnaire to measure the quality of primary healthcare in a teleconsultation setting. The survey was conducted among 98 patients in primary healthcare facilities nationwide in 2021. Structural equation modelling was used in the data analysis. Findings: The survey results showed that coordination and continuity are one common dimension of quality of primary healthcare. In Poland, patients distinguish only between continuity of care and comprehensiveness. Coordination can be considered part of continuity because it requires a long-term relationship between the patient and the general practitioners. We found that continuity positively affects the comprehensiveness of primary healthcare. Implications/Recommendations: This study is the first of its kind in primary healthcare in Poland, and its results may be of particular value to general practitioners and healthcare managers wishing to improve the quality of teleconsultation services. Contribution: The evidence can help develop appropriate strategies for improving the quality of 3Cs-based care. Validated research tools provide basic metrics that can be used for future research to see to what extent the development of the telehealth system improves the continuity, coordination and comprehensiveness of remote primary healthcare.