Publication: İstanbul’da bir tıp fakültesi hastanesinde yatan hastaların memnuniyet düzeyi
Abstract
Amaç: Sağlık hizmetlerinde kalite ölçütü olarak hasta memnuniyetinin ölçülmesi çok önemlidir. Hasta memnuniyeti sonuçları, kalite değerlendirmesinde, sağlık bakım hizmetlerinin şekillenmesinde ve yönetiminde çok değerlidir. Bu araştırmanın amacı; Marmara Üniversitesi Tıp Fakültesi Hastanesi’nde yatan hastaların memnuniyet düzeylerini ve bunu etkileyen faktörleri belirlemektir. Yöntem: Kesitsel tipteki bu araştırma, hastane servislerinde yatan 135 hastada, Şubat 2006 tarihinde yüz yüze gözlem altında anket tekniği kullanılarak yapılmıştır. Araştırmada, araştırmacılar tarafından daha önce yapılmış çalışmalar da dikkate alınarak hazırlanan 61 soruluk anket formu kullanılmıştır. Bulgular: Araştırmaya, hastanede yatan 155 hastadan 135’i (%87.09) katıldı. Araştırmaya katılanların % 64.5’i hastaneden genel olarak memnun olduğunu belirtti. Katılımcıların hastaneyi tercih etmelerindeki en sık neden sosyal güvence ve sevkti (%42.2). Hastaların % 84.6’sı gerekirse hastaneye yeniden başvurmayı düşündüklerini, % 70.7’si de bir yakını için gerekirse hastaneyi tavsiye edeceklerini belirtmişlerdi. Hastaların genel memnuniyet düzeyleri ile hastane personelinin davranışları ve hastanenin fiziki koşulları arasında istatistiksel olarak anlamlı bir ilişki bulundu ( p<0.05). Araştırmamızda, oda temizliğinden memnuniyet ile doktorların tıbbi bilgi ve becerilerinden memnuniyet açısından servisler arasında istatistiksel olarak anlamlı bir ilişki bulundu ( p<0.05). Sonuç: Yatan hastaların çok büyük bir bölümü hastaneden memnundur. Genel memnuniyet düzeyini etkileyen en önemli iki faktör odaların durumu ve doktorların becerileridir. Bununla birlikte, sağlık hizmetlerinin kalitesine
Objective: Patient satisfaction is very important as a quality criterion in health care services. Patient satisfaction outcomes are important in quality assessments, shaping and managing health care services. The aim of this study was to determine the satisfaction level of hospitalized patients and the associated factors in Marmara University School of Medicine. Method: The study was designed as cross-sectional. Face to face interviews were conducted with 135 patients who were hospitalized during February 2006. The questionnaire included 61 questions which were prepared in the light of the existing literature. Results: Among the 155 hospitalized patients, 135 (%87.09) participated in the study. %64.5 of the participants reported satisfaction regarding the general hospital care. The most frequent factor for preferring this hospital was related to social insurance and consignment (%42.2). %84.6 of the participants reported that they would again prefer this hospital in the future and %70.7 of them reported that they would recommend this hospital to their parents. There was a statistically significant relation between the general satisfaction level and the hospital personals&#8217; attitudes as well as the physical conditions of the hospital (p<0.05). There was also statistically significant relations between the services, the cleaning of the rooms and the doctors&#8217;
Objective: Patient satisfaction is very important as a quality criterion in health care services. Patient satisfaction outcomes are important in quality assessments, shaping and managing health care services. The aim of this study was to determine the satisfaction level of hospitalized patients and the associated factors in Marmara University School of Medicine. Method: The study was designed as cross-sectional. Face to face interviews were conducted with 135 patients who were hospitalized during February 2006. The questionnaire included 61 questions which were prepared in the light of the existing literature. Results: Among the 155 hospitalized patients, 135 (%87.09) participated in the study. %64.5 of the participants reported satisfaction regarding the general hospital care. The most frequent factor for preferring this hospital was related to social insurance and consignment (%42.2). %84.6 of the participants reported that they would again prefer this hospital in the future and %70.7 of them reported that they would recommend this hospital to their parents. There was a statistically significant relation between the general satisfaction level and the hospital personals&#8217; attitudes as well as the physical conditions of the hospital (p<0.05). There was also statistically significant relations between the services, the cleaning of the rooms and the doctors&#8217;