Publication: Dahili bilimler bölümünde yatan hastaların hemşirelik hizmetlerinden doyum ve memnuniyeti
Abstract
1.ÖZET Sağlık alanında kaliteli hizmetin önemli bir göstergesi hizmeti alanların memnuniyet düzeyidir. Memnuniyet düzeylerinin belirlenmesi, hizmet kalitesinin artırılması ve beklentiler doğrultusunda daha nitelikli hizmet sunulması bakımından önemlidir. Sağlık hizmeti sunumundan memnun kalanlar, gereksinim duyduğunda, yine aynı sağlık hizmeti veren kuruma yönelecektir. Hasta memnuniyeti çeşitli faktörlerden etkilenen karmaşık bir kavram olup kaliteli hasta bakımının en önemli göstergelerindendir. Hasta memnuniyetini açıklayan teoriler yeterli olmadığından hasta memnuniyeti, genel anlamda, verilen hizmetin hastanın beklentilerini karşılaması ya da hastanın verilen hizmeti algılamalarına dayanmaktadır. Bu nedenle literatürde hasta memnuniyetinin temelini hasta beklentileri ve geniş ölçüde hasta hemşire birlikteliğinin oluşturduğu vurgulanmaktadır. Hasta memnuniyeti ile ilgili yapılan çalışmalarda bu birlikteliğin odak noktasının iletişim ve hastayı bilgilendirme olduğu belirlenmiştir. Bu çalışma, hastanede tedavi olan hastaların hemşirelik hizmetlerinden duydukları doyumu Servqual Ölçeği ile belirlemek amacıyla metadolojik ve tanımlayıcı olarak planlanmıştır. Bir Devlet Hastanesi’nde 5 klinikte 120 hasta ile gerçekleştirilmiştir. Sonuç olarak hastaların hemşirelik hizmetlerinden memnun kalmadıkları ortaya çıkmış olup; yaş, eğitim düzeyi, medeni hal, yaşantısının çoğunu geçirdiği yer, yattığı gün sayısı, sağlık güvencesi, önceki yatışlarından duydukları memnuniyet ve akut ya da kronik hastalık tanısının doyumları üzerinde etkisi istatistiksel olarak anlamlı bulunmamıştır. Hasta memnuniyeti, hemşirelik bakımı, Servqual Ölçeği, hizmet kalitesi, sağlık hizmeti. 2.
THE PATIENTS, WHO STAY IN INTERNAL SCIENCE PART, THEIR SATISFACTION AND ANNOUNCING FROM NURCE SERVICE An important indicator of good quality service in health area is the satisfaction level of the people who take the service. Determining the satisfaction level is important in terms of improving service quality and providing more qualifed service in the direction of expectations. People who are satisfied with the health service, when needed, will tend to go for the same institutions which provide the same health service. Patient satisfaction is a complex concept which is affected by various factors, and it is one of the most important indicator of the quality of patient care. Since teories of patient satisfaction are not adequate, in general much research is based upon an assumption that satisfaction results from the patient’s perception of the care provided, or whether the service has met his or her expectations. Therefore in the literatüre it is emphasized that the bases of satisfaction is widely depend on patient’s expectation and nurse-patient relationship. In patient satisfaction studies, it is seen that communication and informing patients are the focus of this relationship. In this study Servqual scale was used to define patient satisfaction from nursing service. This study was done at a state hospital, at 5 clinica with 120 patients. As a result, it was found that patients were not satisfied from nursing service; age, education,marital status, place where the patient lives, days within hospital, health insurance, previous satisfaction from hospital, acute or chronic disease were not found to be statistically significant. Key Words: Patient satisfaction, nursing care, Servqual Scale, service quality, health service.
THE PATIENTS, WHO STAY IN INTERNAL SCIENCE PART, THEIR SATISFACTION AND ANNOUNCING FROM NURCE SERVICE An important indicator of good quality service in health area is the satisfaction level of the people who take the service. Determining the satisfaction level is important in terms of improving service quality and providing more qualifed service in the direction of expectations. People who are satisfied with the health service, when needed, will tend to go for the same institutions which provide the same health service. Patient satisfaction is a complex concept which is affected by various factors, and it is one of the most important indicator of the quality of patient care. Since teories of patient satisfaction are not adequate, in general much research is based upon an assumption that satisfaction results from the patient’s perception of the care provided, or whether the service has met his or her expectations. Therefore in the literatüre it is emphasized that the bases of satisfaction is widely depend on patient’s expectation and nurse-patient relationship. In patient satisfaction studies, it is seen that communication and informing patients are the focus of this relationship. In this study Servqual scale was used to define patient satisfaction from nursing service. This study was done at a state hospital, at 5 clinica with 120 patients. As a result, it was found that patients were not satisfied from nursing service; age, education,marital status, place where the patient lives, days within hospital, health insurance, previous satisfaction from hospital, acute or chronic disease were not found to be statistically significant. Key Words: Patient satisfaction, nursing care, Servqual Scale, service quality, health service.