Sağlık hizmetlerinde hasta memnuniyeti: Tavas Diş Tedavi ve Protez merkezi örneği
Küçük Resim Yok
Tarih
2016
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Beykent Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu çalışma, sağlık hizmetlerinde hasta memnuniyeti konusundadır. Hasta memnuniyetini gerçekleştirmek çağdaş sağlık işletmelerinin en önemli amaçları arasında yer almaktadır. Rekabet, hasta memnuniyeti konusunu ticarileştirmekte ve önemini arttırmaktadır. Bu çalışma dört bölüm halinde planlanmıştır. Bu çalışmanın birinci bölümünde sağlık hizmetleri ve kalite konusu analiz edilmiştir. İkinci bölümde sağlık hizmetlerinin gelişimi, örgütlenmesi ve hasta memnuniyeti konusu yer almış ve değerlendirilmiştir. Üçüncü bölümde hastaneler, diş hastaneleri, kalite ve memnuniyet konuları analiz edilmiştir. Dördüncü bölümde sağlık hizmetlerinde hasta memnuniyeti, Tavas Diş Tedavi ve Protez Merkezi örneği çerçevesinde ele alınmış, anket bulguları ortaya konmuş ve analiz edilmiştir. Bu çalışmanın ilk üç bölümü kuramsaldır ve kuramsal bölümlerde tarama yöntemi kullanılmıştır. Dördüncü bölümü uygulamalı bölümdür ve bu bölümde anket uygulaması yapılmıştır. Sağlık Bakanlığı'nın standart anket formu uygulanmıştır. 01.01.2015 – 31.01.2015 arası sürede anket uygulaması yapılmıştır. Araştırmanın evreni 1900 kişi, örneklemi 320 kişidir. Anket uygulanan hastalar gönüllülük esasına göre seçilmiştir. Seçilen her hastaya 11 soru sorulmuştur. Anket sonuçları için SPSS 16.0 (Statistical Package for Social Sciences) kullanılmış, bulgular istatistiksel olarak değerlendirilmiştir. Anlamlılık düzeyi p<0,05 olarak alınmıştır. Bu çalışmada hasta memnuniyetinin bir sonuç, hizmet kalitesinin bir neden olduğu anlaşılmıştır. Hasta memnuniyetini arttırmak için, hizmet kalitesi arttırılmalıdır. Bu çalışmada Tavas Diş Tedavi ve Protez Merkezi'nden hizmet alan hastaların, verilen hizmetten genel olarak memnun oldukları saptanmış ve memnuniyet düzeylerinin (% 95,6) oldukça yüksek olduğu anlaşılmıştır.
This research is about patient satisfaction in health services. The realization of the patient satisfaction is one of the most important goals of modern health institutions. The competition makes the subject of the patient satisfaction commercialized and increases its importance. This research has been planned in four parts. In the first of the study, the health services and the issue of the quality has been analyzed. In the second part, the development, management of the health services and the subject of the patient satisfaction have took place and evaluated. In the third part, the subjects of the hospitals, dental clinics, quality and satisfaction have been analyzed. In the fourth part, the patient satisfaction in health services has been handled in the case of The Center of Tavas Dental Treatment and Prosthesis, survey findings has been stated and analyzed. The first three parts of this study is theoretical and literature survey method has been used for these theoretical parts. The fourth part is empirical section and in this part a survey has been conducted. The standard questionnaire of the Ministry of Health has been used for the survey. The survey has been conducted in the period between 01.01.2015 – 01.31.2015. The universe of the survey is 1900 persons, and the sample of the survey is 320 persons. The patients, to whom the survey has been conducted, selected according to the basis of voluntarism. 11 questions have been asked to evey selected patient. SPSS 16.0 (Statistical Package for Social Sciences) has been used for the survey results, and the findings have been analyzed statistically. Significance level has been taken as p<0,05. In this study, it has been understood that the patient satisfaction is a result, service quality is a cause. In order to increase the patient satisfaction, the quality of the service must be increased. In this study, it has been determined that the patients, who has gotten service from Center of Tavas Dental Treatment and Prosthesis, are generally satisfied by the services given, and it has been understood that their satisfaction levels are quite high (95,6 %).
This research is about patient satisfaction in health services. The realization of the patient satisfaction is one of the most important goals of modern health institutions. The competition makes the subject of the patient satisfaction commercialized and increases its importance. This research has been planned in four parts. In the first of the study, the health services and the issue of the quality has been analyzed. In the second part, the development, management of the health services and the subject of the patient satisfaction have took place and evaluated. In the third part, the subjects of the hospitals, dental clinics, quality and satisfaction have been analyzed. In the fourth part, the patient satisfaction in health services has been handled in the case of The Center of Tavas Dental Treatment and Prosthesis, survey findings has been stated and analyzed. The first three parts of this study is theoretical and literature survey method has been used for these theoretical parts. The fourth part is empirical section and in this part a survey has been conducted. The standard questionnaire of the Ministry of Health has been used for the survey. The survey has been conducted in the period between 01.01.2015 – 01.31.2015. The universe of the survey is 1900 persons, and the sample of the survey is 320 persons. The patients, to whom the survey has been conducted, selected according to the basis of voluntarism. 11 questions have been asked to evey selected patient. SPSS 16.0 (Statistical Package for Social Sciences) has been used for the survey results, and the findings have been analyzed statistically. Significance level has been taken as p<0,05. In this study, it has been understood that the patient satisfaction is a result, service quality is a cause. In order to increase the patient satisfaction, the quality of the service must be increased. In this study, it has been determined that the patients, who has gotten service from Center of Tavas Dental Treatment and Prosthesis, are generally satisfied by the services given, and it has been understood that their satisfaction levels are quite high (95,6 %).
Açıklama
Anahtar Kelimeler
Diş Hekimliği, Dentistry, Hastaneler
