Publication: İstanbul ili Anadolu yakasında bulunan tıp fakültesi hastanesi ile Sosyal Sigortalar Kurumu Eğitim ve Araştırma Hastanesi fizik tedavi ve rehabiltasyon (FTR) polikliniklerine başvuran hastaların memnuniyet düzeylerinin ölçülmesi
Abstract
İSTANBUL İLİ ANADOLU YAKASINDA BULUNAN TIP FAKÜLTESİ HASTANESİ İLE SOSYAL SİGORTALAR KURUMU EĞİTİM VE ARAŞTIRMA HASTANESİ FİZİK TEDAVİ VE REHABİLİTASYON(FTR) POLİKLİNİKLERİNE BAŞVURAN HASTALARIN MEMNUNİYET DÜZEYLERİNİN ÖLÇÜLMESİ Sağlıklı insanların yaşadığı refaha ulaşmış toplumları oluşturmak, tüm ülkelerin ve insanların en önemli hedeflerindendir. Sağlık hizmetlerine olan talebin artması ve buna karşın kaynakların azalması ülkelerin bu artan talebi etkili bir şekilde karşılamak üzere sistemlerini geliştirmeye yönlendirmektedir. Tıbbi bakım ve tedavi hizmetlerinde hastaların beklentilerini karşılamak ve kaliteli ve etkin bir şekilde hizmet sunmak hastane yönetimlerinin temel amaçlarındandır. İhtiyaçlar iyi saptanıp, verilecek hizmetler iyi planlanırsa hastaların almış oldukları hizmetten duydukları memnuniyet artar. Bu da hizmet kalitesindeki artışı getirir. Çünkü, hasta memnuniyeti sağlık bakım hizmetlerinin kalitesinde bir gösterge görevi yapmaktadır. Araştırma İstanbul İli Anadolu yakasında Göztepe SSK Eğitim ve Araştırma Hastanesi ile Marmara Üniversitesi Tıp Fakültesi Hastanesi FTR hastalıkları polikliniğinde Ocak 2004 tarihinde araştırmaya katılmayı kabul eden hastalara, bir kuruma 5 iş günü ayrılmak üzere toplam 10 iş günü içinde yapılmıştır. Araştırmanın amacı her iki kurumda da FTR hastalıkları polikliniğine müracaat eden hastaların memnuniyet düzeylerinin ölçülmesi ve memnuniyete etkili faktörlerin tespit edilmesidir. Bu sonuçların ışığında hizmet kalitesini artırabilmek için neler yapılabileceği konusunda önerilerde bulunmaktır. Araştırmaya katılan 245 hastanın 140 tanesi ile SSK hastanesinde 105 tanesi ile de üniversite hastanesinde görüşülmüştür. Araştırmada sağlık kurumu tercih etmede en önemli etkenin sosyal güvence-sevk olduğu gözlenmiştir (%63,3). Araştırma grubunun memnuniyetine bakıldığında ilk sırayı %40,4 oranı ile doktorların ilgisinin aldığı, ikinci olarak iyi hizmetin %26,1 oranında olduğu gözlenmiştir. Kurumda karşılaşılan sorunlara göre hasta memnuniyetini etkileyen faktörlerden ilk sırayı %48,2 ile randevu almadaki zorluklar ve kuyruklar oluşturmaktadır İlaç almada sorun yaşayan SSK'lı hastalar %28,1 ile ikinci sorun olarak bunu belirtmişlerdir. Üniversite hastanelerinde ise bu %0 oranında çıkmıştır. Araştırma grubunda kuruma gelişinden muayene odasına girişine kadar geçen süreye bakıldığında SSK polikliniklerine gelenlerin %68,3 gibi büyük bir oranda bekleme sürelerinin 0-20 dk gibi kısa bir süre olduğu, %65'inin muayene sürelerinin 1-5 dk olduğu saptanmıştır. Üniversite hastanesine başvuranların ise %73,3 gibi yine çok yüksek bir oranda 1 saatten fazla bekledikleri, muayene sürelerinin ise %56,2'sinde 11 dk ve üzerinde olduğu tespit edilmiştir. Sonuç olarak araştırmada hastaların hastane tercihinde en önemli faktörün sosyal güvence ve sevk faktörü olduğu, hasta memnuniyetini etkileyen en önemli faktörün ise doktorlarla iletişim olduğu tespit edilmiştir. Bunların ışığında hasta memnuniyetini artırıcı önerilerde bulunulmuştur. Modern pazarlama anlayışı içinde hasta memnuniyetini periyodik olarak ölçmeli, şikayet ve öneri sistemi geliştirilerek problem alanları belirlenmeli, çözüm yolları geliştirilmelidir. Hasta memnuniyet düzeyinin belirlenmesi; hizmet kalitesinin arttırılması ve hastaların beklentileri doğrultusunda daha nitelikli hizmet sunulması bakımından önem taşımaktadır.
MEASUREMENT OF SATISFACTION LEVELS IN PATIENTS ADMITTED TO PHYSICAL THERAPY AND REHABILITATION OUTPATIENTS CLINICS IN SOCIAL SECURITY HOSPITAL AND UNIVERSITY MEDICAL SCHOOL HOSPITAL LOCATED IN THE ANATOLIAN SIDE OF ISTANBUL. It is major aim for all humanity and countries, to generate a society that is clover with healthy living people. The increase in demand for health care and for all that, the decrease in resource, is canalizing countries to develop their system in order to compensate this increasing demand. In medical care and treatment to maintain patients expectations and rendering a service effectively is the main aim of the Hospital administration. If the needs are to be established nicely and the service that will be given are planned accordingly, then the satisfaction that the patients get will be greater for the service. This also will bring the increase in service quality. As the patient satisfaction acts as an indicator for the health care service quality. A study has been made on January 2004 for patients who had accepted such probe in Istanbul Anatolia side 'Göztepe SSK Education and Research Hospital' and 'Marmara University Medical Faculty Hospital FTR sickness policlinic'. The purpose of the study was to survey the satisfaction level of the patients who applied for the FTR sickness in both policlinics and to find out the efficient factors that effects patients pleasure. Participants of the study, which are 140 out of 245 patients in SSK Hospital and 105 patients in University hospital that completes the rest were interviewed. The study showed that the utmost factor for the patients preferring a health institute was because of Social security and Forwarding(63.3%). Exploring study group for the satisfaction they get, the first row is taken by doctors care by 40.4%, and secondly is a good service by 26.1%. The problem that the institute experiences which effects patients satisfaction is the difficulty in taking an appointment and waiting in lines is by 48.2%. The SSK Hospital patients who has problems in acquiring their medicine has defined this by 28.1%. However in University Hospital this factor emerges 0%. Among the study group, the arrival of the patient to the Hospital and the time passed by with the arrival to the patient room in SSK Hospital are as short as 0-20 minutes for 68% of the patients and 65% of them are medical examined in 1-5 minutes. In University hospital 73.3% is waiting longer than 1 hour and 56.2% is medical examined in more than 11 minutes. As a result of this study, the patient's hospital preference is mostly effected by the social security and forwarding factor, and the satisfaction of the patient is mostly effected by the communication with the doctor. Keeping those in mind there has been some suggestions to be made in order to increase patient satisfaction. With a modern marketing perspective Patient satisfaction must be surveyed periodically, suggestions and dislikes system must be improved in order to find malfunctioning areas and solutions must be developed. The determined patient satisfaction levels important as; service quality will be inreased and better quality will be serviced towards the expectations of the patients.
MEASUREMENT OF SATISFACTION LEVELS IN PATIENTS ADMITTED TO PHYSICAL THERAPY AND REHABILITATION OUTPATIENTS CLINICS IN SOCIAL SECURITY HOSPITAL AND UNIVERSITY MEDICAL SCHOOL HOSPITAL LOCATED IN THE ANATOLIAN SIDE OF ISTANBUL. It is major aim for all humanity and countries, to generate a society that is clover with healthy living people. The increase in demand for health care and for all that, the decrease in resource, is canalizing countries to develop their system in order to compensate this increasing demand. In medical care and treatment to maintain patients expectations and rendering a service effectively is the main aim of the Hospital administration. If the needs are to be established nicely and the service that will be given are planned accordingly, then the satisfaction that the patients get will be greater for the service. This also will bring the increase in service quality. As the patient satisfaction acts as an indicator for the health care service quality. A study has been made on January 2004 for patients who had accepted such probe in Istanbul Anatolia side 'Göztepe SSK Education and Research Hospital' and 'Marmara University Medical Faculty Hospital FTR sickness policlinic'. The purpose of the study was to survey the satisfaction level of the patients who applied for the FTR sickness in both policlinics and to find out the efficient factors that effects patients pleasure. Participants of the study, which are 140 out of 245 patients in SSK Hospital and 105 patients in University hospital that completes the rest were interviewed. The study showed that the utmost factor for the patients preferring a health institute was because of Social security and Forwarding(63.3%). Exploring study group for the satisfaction they get, the first row is taken by doctors care by 40.4%, and secondly is a good service by 26.1%. The problem that the institute experiences which effects patients satisfaction is the difficulty in taking an appointment and waiting in lines is by 48.2%. The SSK Hospital patients who has problems in acquiring their medicine has defined this by 28.1%. However in University Hospital this factor emerges 0%. Among the study group, the arrival of the patient to the Hospital and the time passed by with the arrival to the patient room in SSK Hospital are as short as 0-20 minutes for 68% of the patients and 65% of them are medical examined in 1-5 minutes. In University hospital 73.3% is waiting longer than 1 hour and 56.2% is medical examined in more than 11 minutes. As a result of this study, the patient's hospital preference is mostly effected by the social security and forwarding factor, and the satisfaction of the patient is mostly effected by the communication with the doctor. Keeping those in mind there has been some suggestions to be made in order to increase patient satisfaction. With a modern marketing perspective Patient satisfaction must be surveyed periodically, suggestions and dislikes system must be improved in order to find malfunctioning areas and solutions must be developed. The determined patient satisfaction levels important as; service quality will be inreased and better quality will be serviced towards the expectations of the patients.