THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS

Tanyeli, Omer; GEDIK, HASAN; BÜYÜKDOGAN, BIROL; Dereli, Yüksel

THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS

Birol BÜYÜKDOĞAN, (KTO Karatay Üniversitesi, SBBF, Sosyal Hizmet Bölümü,)

Hasan GEDİK, (KTO Karatay Üniversitesi, İYBF, Sigortacılık ve Sosyal GÜvenlik Bölümü,)

Yüksel DERELİ, (Necmettin Erbakan Üniversitesi, Meram Tıp Fakültesi, Kalp ve Damar Cerrahisi ABD,)

Ömer TANYELİ (Necmettin Erbakan Üniversitesi, Meram Tıp Fakültesi, Kalp ve Damar Cerrahisi ABD,)

Elektronik Sosyal Bilimler Dergisi (elektronik)

6 1

Yıl: 2017 Cilt: 16 Sayı: 60 Sayfa Aralığı: 186 - 197 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022

THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS

Öz:

Müşteri memnuniyeti hizmet kalitesi, halkla ilişkiler ve pazarlama iletişimi konularından bir tanesidir. Bu çalışma, Konya Meram Tıp Fakültesi Hastanesi Kalp ve Damar Cerrahisi Servisinde tedavi gören hastaların, hastane tarafından verilen hizmetlerle ilgili memnuniyet düzeylerini ölçmek ve hizmet kalitesini artırmak amacıyla yapılmıştır. Kesitsel tipteki bu araştırma, yatarak tedavi gören ve taburcu edilen 298 hastada, Nisan 2014-Ekim 2015 tarihleri arasında anket tekniği kullanılarak yapılmıştır. Araştırmaya katılanların % 51'i erkek, % 49'u ise kadındır. Memnuniyet oranları poliklinik hizmetlerinde % 82, klinik hizmetlerinde % 74, diğer sağlık ve bürokratik işlemlerde % 77, personel hizmetlerinde % 80, hasta haklarında % 82, fiziksel durumda % 68, kafeterya hizmetlerinde % 66 olarak ortaya çıkmıştır. Hastaların % 73'ü hastaneyi sağlık hizmeti almak isteyen tanıdıklarına önereceklerini belirtmişlerdir. Çalışmada, yatarak tedavi gören hastaların büyük çoğunluğu hastane hizmetlerinden memnundur

Anahtar Kelime:

HASTANELERDE HİZMET KALİTESİ VE HALKLA İLİŞKİLERİN HASTA MEMNUNİYETİNE ETKİSİ

Öz:

Service quality and customer satisfaction is a subject of public relation and marketing communication. This research was made in order to evaluate the level of satisfaction of patients who receive treatment at Cardiovascular Surgery Service of Konya Meram Medical Faculty Hospital, regarding the services provided in the hospital, and increase quality of the services provided. As a cross-sectional research, it was made with questionnaire technique between April 2014 and October 2015, including 298 patients who received inpatient treatment and were discharged from the hospital. 51% of the participants in the research were men and the 49% of them were women. Satisfaction rates were ensued as 82% in polyclinic services, 74% in clinic services, 77% in other healthcare services and bureaucratic procedures, 80% in personnel services, and 82% in rights of patients, 68% in physical condition and 66% in cafeteria services. 73% of the patients indicated that they would recommend to familiars who would like to receive health care service. Based on the research, a great majority of the patients who receive inpatient treatment are satisfied with the hospital services

Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

Bogale, L. A., Kassa, H. B., & Ali, J. H. (2015). Patients' perception and satisfaction on quality of laboratory malaria diagnotic service in Ambara Regional, North West Ethiopia. Malaria Journal, 14(241), 2-7, DOI: 10.1186/s12936-015-0756-6
Celikalp, U., Temel, M., Varol Saracoglu, G., & Demir, M. (2011). Bir kamu hastanesinde yatan hastaların hizmet memnuniyeti. Journal of Fırat Health Care, 6(17), 1-14.
Cinaroglu, S., & Sahin, B. (2012). Kurumsal itibarın hastanelerin performansı ile ilişkisi. Journal of H.U. Economics and Administrative Sciences Faculty, 30(2), 27-56.
Deitrick, L., Bokovoy, J., Stern, G., & Panik, A, . (2006). Dance of the call bells. Using - entografy to evaluate patient satisfaction with quality of care. Journal Nursing Care Quality, 21(4), 316-324.
Draper, M., Cohen, P., & Buchan, H. (2001). Seeking consumer views: what use are results of hospital patient satisfaction surveys? International Journal for Quality in Health Care, 13(6), 463-468, DOI: 10.1093/intqhc/13.6.463 463-468.
Ercan, I., Idız, B., & Kan, I. (2004). Hastaların sosyo-ekonomik durumlarına gore saglik hizmetlerinden memnuniyetlerinin inc elenmesi. Journal of Inonu University Medical Faculty , 11(3), 161-167.
Gecikli, F. (2013). Halkla iliskiler ve iletisim. Istanbul: Beta Basim Co. 2017, 16, 60 (186-197) http://dergipark.gov.tr/esosder 197
Gordon, T., & Edwards, W. (1997). Doktor-hasta isbirligi. Istanbul: Sistem Publishing.
Hatem, G. (2015). Service quality and patients satisfaction in Tunisian public hospitals. Europan Researcher, 94(5), 365-373. DOI: 10.13187/er.2015.94.365.
Hekkert, K. D., Cihangir, S., Kleefstra, S. M., & Berg, B. V. (2009). Patient satisfaction revised: A multilevel approach. Social Science & Medicine, 69(1), 68-75, DOI:10.1016/j.socscimed.2009.04.016
Jenginson, C., Coulter, A., Bruster, S., Richards, N., & Chandola, T. (2002). Patients’ experiences and satisfaction with health care:results of a questionnaire study of specific aspects of care. Quality and Safety in Health Care, 11, 335-339,
DOI:10.1136/qhc.11.4.335
Kavuncubasi, S. (2000). Hastane ve saglik kurumlari yonetmeligi. Ankara: Siyasal Publishing.
Kotler, P. (2005). A'dan Z'ye pazarlama. Istanbul: MediaCat Publishing. Meldrum, H., & Hardly, L. (2001). Provider-patient partnerships. Boston: ButterworthHeinemann.
Ozer, A., & Cakil, E. (2007). Saglik hizmetlerinde hasta memnuniyetini etkileyen faktörler. Medical Research Journal, 5(3), 140-143.
Quintana, J. M., Gonzales, N., Bilbao, A., Aizpuru, F., Escobar, A., Esteban, C., et al. (2006).
Predictors of patient satisfaction with hospital health care. BMC Health Service Research, 6(102), 1-9, DOI: 10.1186/1472-6963-6-102.
Rahman, M. (2015, Oct.). Patient satisfaction constructs. International Journal of Health Care Quality Assurance, 28(8), 841-854, DOI:10.11087ijhcqa-05-2015-0056.
Rozenblum, R., Gianola, A., & Lonescu, R. (2015, March-April). Clinicians' perspectives on patient satisfaction in adult congenital heart disease clinics. A dimension of health care quality whose time has come. Congenital Heart Disease, 10(2), 128-136. DOI:10.111/chd.12190.
TUIK. (2015). Genel olarak kamu hizmetlerinden memnuniyet. Retrieved from http://www.tuik.gov.tr/PreIstatistikTablo.do?istab_id=1598
Uz, M. (1997). Hastanelerde kalite yonetimi. In O. Hayran, & H. Sur (Eds.), Hastane Yoneticiligi (pp. 115-131). Istanbul: Nobel Medical Books

APA	BÜYÜKDOGAN B, GEDIK H, Dereli Y, Tanyeli O (2017). THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. , 186 - 197.
Chicago	BÜYÜKDOGAN BIROL,GEDIK HASAN,Dereli Yüksel,Tanyeli Omer THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. (2017): 186 - 197.
MLA	BÜYÜKDOGAN BIROL,GEDIK HASAN,Dereli Yüksel,Tanyeli Omer THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. , 2017, ss.186 - 197.
AMA	BÜYÜKDOGAN B,GEDIK H,Dereli Y,Tanyeli O THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. . 2017; 186 - 197.
Vancouver	BÜYÜKDOGAN B,GEDIK H,Dereli Y,Tanyeli O THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. . 2017; 186 - 197.
IEEE	BÜYÜKDOGAN B,GEDIK H,Dereli Y,Tanyeli O "THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS." , ss.186 - 197, 2017.
ISNAD	BÜYÜKDOGAN, BIROL vd. "THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS". (2017), 186-197.

APA	BÜYÜKDOGAN B, GEDIK H, Dereli Y, Tanyeli O (2017). THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. Elektronik Sosyal Bilimler Dergisi (elektronik), 16(60), 186 - 197.
Chicago	BÜYÜKDOGAN BIROL,GEDIK HASAN,Dereli Yüksel,Tanyeli Omer THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. Elektronik Sosyal Bilimler Dergisi (elektronik) 16, no.60 (2017): 186 - 197.
MLA	BÜYÜKDOGAN BIROL,GEDIK HASAN,Dereli Yüksel,Tanyeli Omer THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. Elektronik Sosyal Bilimler Dergisi (elektronik), vol.16, no.60, 2017, ss.186 - 197.
AMA	BÜYÜKDOGAN B,GEDIK H,Dereli Y,Tanyeli O THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. Elektronik Sosyal Bilimler Dergisi (elektronik). 2017; 16(60): 186 - 197.
Vancouver	BÜYÜKDOGAN B,GEDIK H,Dereli Y,Tanyeli O THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS. Elektronik Sosyal Bilimler Dergisi (elektronik). 2017; 16(60): 186 - 197.
IEEE	BÜYÜKDOGAN B,GEDIK H,Dereli Y,Tanyeli O "THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS." Elektronik Sosyal Bilimler Dergisi (elektronik), 16, ss.186 - 197, 2017.
ISNAD	BÜYÜKDOGAN, BIROL vd. "THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS". Elektronik Sosyal Bilimler Dergisi (elektronik) 16/60 (2017), 186-197.