Hizmet kalitesinin hasta memnuniyeti üzerine etkileri
Küçük Resim Yok
Tarih
2015
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Beykent Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Tüm sağlık işletmeleri, hasta-sağlık çalışanı memnuniyet ve katılımları ile oluşturulacak sinerji grubuna ulaşmayı hedeflemektedir. Çünkü rekabet piyasasında var olmaya devam etmek için tüm müşterilerin desteğine ihtiyaçları vardır. Bu tez çalışmasında işletmelerin bu hedeflerine ulaşmak için izledikleri, kalite yönetimi uygulamaları kapsamında, demografik özelliklerin hasta memnuniyetine etkileri incelenmiştir. Bu etkileri ölçmek amacıyla Zonguldak Kadın Doğum ve Çocuk Hastalıkları Hastanesinde 150 yatan hastaya 19 ve 150 ayaktan hastaya 20 sorudan oluşan anket uygulanmıştır. Anket sonuçları SPSS istatistik analiz yöntemi ile incelenmiş ve yorumlanmıştır. Çalışma sonunda, örnek hastanenin yatan hasta ve ayaktan hasta anket değerlendirmelerinde farklılık olduğu görülmüştür. Ayaktan hastaların hastane hizmetlerinden ve kişisel mahremiyetlerine gösterilen özenden memnuniyet düzeyleri yatan hastalardan daha yüksek bulunmuştur. Bu yüksekliğin hizmet sunucuların ve hizmet alıcıların birebir geçirdikleri zamanla bağlantılı olduğu kanısına varılmıştır.
All the health institutions aim at reaching synergy group forming by patient –health staff satisfaction and participating. As to be continuing in competitive market, all customers support is needed. In this thesis, as the companies followed demographic properties, in the scope of quality management applications, the effect of demographic properties on patient satisfaction was examined. To evaluate this effect, a survey, including 19 questions, was tested on 150 hospital patients, Zonguldak Maternity and Children Hospital and 20 questions were tested on 150 outpatient. The result of the survey was examined and interpreted through SPSS statistic method. At the end of the study, it was observed that there is a difference between hospital patient and outpatient in the sample hospital. The degree of the out patient satisfaction was higher than the satisfaction of the hospital patient in regard to the service of the hospital, the care of the privacy act. It was concluded that this difference based on the time the service provider and the service encounter pass together. The positive result of the short term communication should be extended to the result of the long term communication, on that matter the mistaken attitudes were tried to be found and we gave advises to the service providers.
All the health institutions aim at reaching synergy group forming by patient –health staff satisfaction and participating. As to be continuing in competitive market, all customers support is needed. In this thesis, as the companies followed demographic properties, in the scope of quality management applications, the effect of demographic properties on patient satisfaction was examined. To evaluate this effect, a survey, including 19 questions, was tested on 150 hospital patients, Zonguldak Maternity and Children Hospital and 20 questions were tested on 150 outpatient. The result of the survey was examined and interpreted through SPSS statistic method. At the end of the study, it was observed that there is a difference between hospital patient and outpatient in the sample hospital. The degree of the out patient satisfaction was higher than the satisfaction of the hospital patient in regard to the service of the hospital, the care of the privacy act. It was concluded that this difference based on the time the service provider and the service encounter pass together. The positive result of the short term communication should be extended to the result of the long term communication, on that matter the mistaken attitudes were tried to be found and we gave advises to the service providers.
Açıklama
Anahtar Kelimeler
Sağlık Kurumları Yönetimi, Health Care Management, İşletme
