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HASTA MEMNUNİYETİ: KAMU HASTANELERİ ÜZERİNE BİR ALAN ARAŞTIRMASI

PATIENT SATISFACTION: A FIELD SEARCH ON PUBLIC HOSPITALS

Journal Name:

  • Sosyal Siyaset Konferansları Dergisi

Publication Year:

  • 2010

Key Words:

Keywords (Original Language):

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Abstract (2. Language): 
Patient satisfaction has been given a significant importance due to the progress in quality movement in the healthcare sector. In this study, the patient satisfaction in the public hospitals has been analyzed through modified version of SERVQUAL method. According to the method, the patient satisfaction is composed of five factors namely tangible factors, assurance, responsiveness, reliability and empathy. Apart from that, the overall satisfaction level of the patients has been analyzed as well. This study has been focused on the patients’ contentment of their doctors’ rather than their satisfaction of the hospitals.
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Abstract (Original Language): 
Sağlık sektöründe kalite anlayışının gelişmesiyle birlikte, hizmet kalitesinin en önemli göstergelerinden biri olan “hasta memnuniyeti” kavramı da önem kazanmaya başlamıştır. Bu çalışmada Türkiye’deki kamu hastanelerinde hasta memnuniyeti, SERVQUAL yöntemi esas alınarak, ölçülmeye çalışılmıştır. Buna göre hasta memnuniyeti beş faktörde ele alınmıştır. Bu faktörler somut (elle tutulur) unsurlar, güvenilirlik, cevap verme, empati ve güvendir. Ayrıca hastalara genel olarak aldıkları hizmetten memnun olup olmadıkları da sorulmuştur. Araştırma hastaların, hastanelerden veya hastane yönetimlerinden ziyade doktorlardan memnuniyetine odaklanmıştır.
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  • Turkish

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