Publication: Acil serviste hasta memnuniyetini etkileyen faktörlerin araştırılması
Abstract
Amaç: Hastanelerin temel amacı, hastalarına sağlıklarını yeniden kazandırırken aynı zamanda varlıklarını sürdürerek rekabet güçlerini arttırmaktır. Günümüzde bunun tek koşulu, hasta ve hasta yakınlarının beklentilerini etkin bir biçimde analiz ederek hizmet beklentilerini önceden görebilmek ve bu beklentileri aşarak onları memnun edecek hizmeti sunabilmektir. Bu çalışma ile, hasta memnuniyetini etkileyen önemli faktörlerin belirlenmesi amaçlanmıştır. Gereç ve Yöntem: Bu çalışma prospektif, kesitsel bir araştırma olarak, 1 Ekim ve 1 Kasım 2010 tarihleri arasında İstanbuldaki bir eğitim ve araştırma hastanesi acil servisinde yapılmıştır. Veriler, anket formuyla, hastalarla yüz yüze görüşülerek toplanmıştır. İstatistiksel analiz SPSS v13.0, t-test ve ANOVA ile yapılmıştır. Bulgular: Anket çalışmamıza toplam 985 hastanın katıldığı saptandı. Hastaların ortalama yaşı 47,03 (maksimum yaş:14, minimum yaş: 92). Hastaların tümünün memnuniyet ortalaması 7,58 ± 1,71 (%95 CI 7,47-7,68) idi.Acil serviste hasta memnuniyetini en fazla etkileyen faktörlerin, doktor davranışı, hemşire davranış ve bakım kalitesi algısı, personelin temizliği, hastanın karşılanma şekli ve ulaşım kolaylığı olduğu saptandı. Sonuç: Birçok faktör hasta memnuniyetini etkilemektedir. Acil servislerdeki hizmetlerin tümü tutarlı ve uyum içinde organize
Objectives: The main aim of the hospitals is to retrieve the health of their patients but also to increase competition power for preserving their presence. Today, the only way to do this is by analyzing the expectations of patients and their relatives, and following up to check patient satisfaction. The purpose of this study was to identify the important factors that affect the patients satisfaction. Materials and Methods: This was a prospective cross- sectional study carried out in the emergency service of a training and research hospital, in Istanbul from October 1st to November 1st, 2010. Data was collected with a questionnaire during face to face interview with the patients. SPSS v13.0 programme, t- test and ANOVA test were used for statistical analyses. Results: It was found that a total of 985 patients responded to our questionnaire study. The average age of the patients was determined as 47.03 (Maximum age: 14, Minimum age: 92). The average overall satisfaction of the participants was 7.58 ± 1.71 (95% CI 7.47-7.68). Conclusion: We detected that several factors play important roles in patient satisfaction. We found that the main factor is to give patient care in an organized way and consistently in emergency services.
Objectives: The main aim of the hospitals is to retrieve the health of their patients but also to increase competition power for preserving their presence. Today, the only way to do this is by analyzing the expectations of patients and their relatives, and following up to check patient satisfaction. The purpose of this study was to identify the important factors that affect the patients satisfaction. Materials and Methods: This was a prospective cross- sectional study carried out in the emergency service of a training and research hospital, in Istanbul from October 1st to November 1st, 2010. Data was collected with a questionnaire during face to face interview with the patients. SPSS v13.0 programme, t- test and ANOVA test were used for statistical analyses. Results: It was found that a total of 985 patients responded to our questionnaire study. The average age of the patients was determined as 47.03 (Maximum age: 14, Minimum age: 92). The average overall satisfaction of the participants was 7.58 ± 1.71 (95% CI 7.47-7.68). Conclusion: We detected that several factors play important roles in patient satisfaction. We found that the main factor is to give patient care in an organized way and consistently in emergency services.