Sağlık hizmetlerinde hasta memnuniyeti ve hasta memnuniyetini etkileyen faktörler(Manisa Merkezefendi Devlet Hastanesi örneği)
Küçük Resim Yok
Tarih
2014
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Beykent Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Son yıllarda gündemde olan ve uygulanan hasta memnuniyeti, hizmet kalitesi göstergelerinden biridir. Bu bağlamda, rekabetin çoğalması, insanların gelirlerinin yükselmesi, hastaların bilinçlenmesi, teknolojik gelişmelerdeki hızlı artış, sağlık sigortacılığının gelişmesi gibi etkenler, işletme piyasasını rekabete devam edebilmesi için müşteri memnuniyetine önem vermek durumunda bırakmıştır. Yoğun rekabet ortamında, ayakta kalmak isteyen kurumlar, doğru işi, doğru zamanda, doğru yolla, doğru araçlar kullanarak yapmaya ve hasta memnuniyetine gereken önemi vermeye başlamışlardır. Hasta memnuniyeti, genel anlamda, verilen hizmetin hastanın beklentilerini karşılaması veya hastanın verilen hizmeti algılamalarına dayanmaktadır Bu çalışmanın amacı sağlıkta giderek daha fazla önem kazanan hasta memnuniyeti uygulamalarının Manisa Merkezefendi Devlet Hastanesinde verilen hizmetlerle ilgili olan hastaların beklentilerini ve ihtiyaçlarının ne boyutta gerçekleştiğini tespit ederek hasta memnuniyetini belirleyen faktörleri ortaya koymaktır. Çalışma iki bölümden oluşmuştur; birinci bölümde, hasta memnuniyeti olgusu ve faktörleri ortaya konmuş, ikinci bölümde ise alan çalışması gerçekleştirilmiştir. Bu bağlamda hastaneye ilişkin tanıtıcı bilgiler verilerek ardından da bu hastanede hizmet alan hastaların memnuniyet düzeyleri ve memnuniyet faktörleri değerlendi. Çalışmada; iletişim, bilgilendirme, etkin dinleme, hasta odaklı hizmet verme, hastayla bire bir ilgilenmenin, hasta memnuniyetinde gerekli olduğu belirlenmiştir. Anahtar Kelimeler : Sağlık Hizmetleri, Hasta Memnuniyeti, Hasta Memnuniyetini Etkileyen Faktörler
Patients' contentment which is a current issue and practised in recent years, is one of the indicators of servise quality. In this respect, the increase in rivalry, rising of people's incomes, the patients awareness, the development of technology and the improvements in health insurance are the factors that cause management. In this dense rivalry occasion, foundations that want to survive began to do the right thing at the right time, in the right way and by using the right tools and also, they began to give the necessary importance to the patients' contentment. In general sense, patients' pleasure leans on meeting the expectations of patients'or comprehension of the healthcare services. The aim of this study is to determine how the patients' contentment applications gaining importance day by day are being practised at Merkezefendi State Hospital and to expose the factors of patients' contentment. This study consists of two parts. In the first part, the patients' contentment phenomenon and the factors were handled. In the second part, fieldwork was carried out. In this context, introductory information about the hospital was given and then, the levels of patients' contentment and their contentment factors were evaluated. In this study, it was determined that communication, informing, active listening, providing sevice by focusing on the patients and dealing with the patients one to one were necessary for the patients' contentment. Key Words : Healthcare Services, Patients' contentment, Factors affecting patient satisfaction
Patients' contentment which is a current issue and practised in recent years, is one of the indicators of servise quality. In this respect, the increase in rivalry, rising of people's incomes, the patients awareness, the development of technology and the improvements in health insurance are the factors that cause management. In this dense rivalry occasion, foundations that want to survive began to do the right thing at the right time, in the right way and by using the right tools and also, they began to give the necessary importance to the patients' contentment. In general sense, patients' pleasure leans on meeting the expectations of patients'or comprehension of the healthcare services. The aim of this study is to determine how the patients' contentment applications gaining importance day by day are being practised at Merkezefendi State Hospital and to expose the factors of patients' contentment. This study consists of two parts. In the first part, the patients' contentment phenomenon and the factors were handled. In the second part, fieldwork was carried out. In this context, introductory information about the hospital was given and then, the levels of patients' contentment and their contentment factors were evaluated. In this study, it was determined that communication, informing, active listening, providing sevice by focusing on the patients and dealing with the patients one to one were necessary for the patients' contentment. Key Words : Healthcare Services, Patients' contentment, Factors affecting patient satisfaction
Açıklama
Anahtar Kelimeler
Hastaneler, Hospitals, Sağlık Kurumları Yönetimi
