Table 4. Categories of “management of patients” perspective.

Public primary health care institutions		Private primary health care institutions
Categories	Content of category	Categories	Content of category
Expectations and needs	Patient satisfaction High quality and timely satisfying needs	Expectations	Patient’s expectation satisfaction
Orientation to patients	Services oriented to the patient, closer to the patient	Value proposition	Value creation for patient Standard of service for patient
Satisfaction	The patient and his/her satisfaction	Satisfaction	Patient satisfaction
Management of services	The required volume of services	Management of services	Patient demographic structure and health care services Effective solution of patient’s problems (social, medical) Patients, their attraction, and retention
		Alternatives of choice	The patient chose a specialist, rather than an health care organization
		Responsibilities	Patient’s responsibility for health Patients’ views on “medicine for free”
		Communication	Communication with the patient