Outpatient Clinic Satisfaction Survey: Tertiary Center Experience

Yıl 2023, Cilt: 13 Sayı: 3, 287 - 293, 30.12.2023

Müjde Canday Aslıhan Yurtkal

Öz

Aim: Patient satisfaction surveys stand as one of the most effective methods for assessing the quality of healthcare services, aimed at gathering feedback from patient opinions and recognizing the service provider’s pivotal role. This study aims to measure the satisfaction of the patients receiving outpatient services in a tertiary center with the quality of these services and to prepare an infrastructure that can create policies that can respond to the needs and wishes of the people as a hospital.
Material and Method: This study was conducted on 780 outpatients who applied obstetrics and gynecology services at Kafkas University Medical Faculty Training and Research Hospital, a tertiary public hospital, between November 2021 and February 2022.” The questionnaire consisted of two parts, asking 15 questions about the service they received from the institution and six questions about their sociodemographic characteristics.
Results: The highest Yes rate was 96.4% (752 people) as “The doctor who examined me was interested”. The highest No rate was 31.0% (242 people) with the expression “I was informed about the waiting times in the hospital”. While the lowest yes rate was 51.5% (402 people), the statement “The hospital was clean in general”, the lowest no rate was again the statement “The doctor who examined me was interested”. 87.1% of the participants (679 people) stated that the waiting time for registration was long, 52.7% said it was difficult to reach the hospital, and 88.8% (693 people) said they would recommend the hospital to their friends and family. Patients reported that they were generally satisfied with the services provided.
Conclusion: Similar to every sector, the pursuit of quality in delivering healthcare services is a prevalent goal in today’s healthcare sector. Patient satisfaction surveys are essential in terms of measuring these services.

Anahtar Kelimeler

healthcare management, health services, gynecology and obstetrics clinic, outpatient services; patient satisfaction; university hospital

Kaynakça

• 1. Kabaroğlu K. , Eroğlu S. , Ecmel Onur Ö. , Denizbaşı A. , Akoğlu H. Acil serviste hasta memnuniyetini etkileyen faktörlerin araştırılması. Marmara Med J. 2013; 26(2): 82-89.
• 2. Best M, Neuhauser D. Joseph Juran: Overcoming resistance to organizational change. Qual Saf Health Care 2006;15:380-2.
• 3. Türkuğur Ü,Alıcı B,Uzuntarla Y,Güleç M Yatan hasta memnuniyetinin incelenmesi: Bir eğitim hastanesi örneği. Gülhane Tıp Dergisi. 2016; 58(2): 170 - 173.
• 4. Carr-Hill RA. The measurement of patient satisfaction. Journal of Public Health 1992;14:236-49.
• 5. Savaş E. , Bahar A. Gaziantep Üniversitesi Tıp Fakültesi hastanesinde yatan hastaların memnuniyet düzeylerinin belirlenmesi. Gaziantep Medical Journal. 2011; 17(1): 24-28.
• 6. Kleefstra SM, Kool RB, Veldkamp CM, Winters-van-der MA, Mens M, Blijham G, et al. A core questionnaire for assessing patient satisfaction in academic hospitals in The Netherlands: development and first results in a nationwide study. Qual Saf Health Care 2010;19:e24.
• 7. Xesfingi, S., Vozikis, A. Patient satisfaction with the healthcare system: Assessing the impact of socio-economic and healthcare provision factors. BMC Health Serv Res 2016;16, 94.
• 8. Mahfouz ME, Abed AM, Alqahtani MS, Albaqami AM, Alsubaie MM. Patient satisfaction toward health care performance in the Obstetrics and Gynecology departments among hospitals in Saudi Arabia. IJMDC. 2020; 4(2): 338-346.
• 9. Önsüz M. , Topuzoğlu A. , Cöbek U. , Ertürk S. , Yılmaz F. , Birol S. İstanbul’da Bir Tıp Fakültesi Hastanesinde Yatan Hastaların Memnuniyet Düzeyi. Marmara Med J. 2008; 21(1): 33-49.
• 10. Widjaja H. P. K., "Assessment of Patient Satisfaction Among Pregnant Patients in The Out-Patient Department of Obstetrics and Gynecology Section at Metropolitan Medical Center Manila," Jurnal Manajemen Kesehatan Indonesia.2020; vol. 8, no. 3, pp. 148-152.
• 11. Wallin E, Lundgren P-O, Ulander K, Staël von Holstein C. Does age, gender or educational background affect patient satisfaction with short stay surgery? Ambulatory Surgery 2000;8:79-88.
• 12. Akinlusi FM, Olayiwola AA, Adeniran A, Rabiu KA, Oshodi YA, Ottun TA. Patient's Perception of the Quality of Gynecological Services in a Tertiary Public Health Facility in Lagos, Nigeria. J Patient Exp. 2022;9:23743735221077550.
• 13. Tezcan D, Yücel MH, Ünal UB, Edirne T. Üçüncü basamak sağlık kuruluşunda hasta memnuniyeti. Pamukkale Tıp Dergisi 2014;7:57-62.
• 14. Tehrani, Ali & Feldman, Steven & Camacho, Fabian & Balkrishnan, Rajesh. Patient Satisfaction with Outpatient Medical Care in the United States. Health Outcomes Research in Medicine. 2. e197–e202. 10.1016/j.ehrm.2011.09.001.
• 15. Güney M,Uzun E,Oral H,Sarıkan İ,Mungan T Kadın Hastalıkları ve Doğum Polikliniği: Hasta memnuniyeti, verilen bilgileri anlama düzeyleri ve etkileyen faktörler. Kadın Doğum Dergisi. 2006; 4(4): 902 - 908.
• 16. Kırılmaz H. Hasta memnuniyetini etkileyen faktörlerin sağlık hizmetlerinde performans yönetimi çerçevesinde incelenmesi: poliklinik hastaları üzerine bir araştırma. Acıbadem Üniversitesi Sağlık Bilimleri Dergisi 2013, 4(1):11-21.
• 17. Geng Rui, Application Effect of Humanistic Care in Outpatient Nursing of Grassroots Obstetrics and Gynecology. MEDS Public Health and Preventive Medicine.2022; Vol. 2: 75-77.
• 18. Sanad, Ahmad & Abdelrahem, Aml & Thabet, Mona & Al Omar, Norah & Mousa, Ola. Assessing Patients' Satisfaction with the Quality of Services at the Outpatient Clinics in Minia Maternal and Children University Hospital, Egypt. Merit Research Journal of Medicine and Medical Sciences.2020; 8. 426-431. 10.5281/zenodo.4008680.
• 19. Taneja, Neha & Gupta, Sujata & Kaur, Karuna. A Study on Patient Satisfaction with Services in Outpatient Department at a Government Teaching Hospital, New Delhi, India. International Journal of Engineering Applied Sciences and Technology. 6. 10.33564/IJEAST.2021.v06i06.020.
• 20. Tantoy IY, Bright AN, Paelmo E, Moreland EI, Trost AN, Pasquesi J, Weaver C, D'Aquila RT. Patient satisfaction while enrolled in clinical trials: A literature review. Patient Experience Journal. 2021; 8(3):125-135.
• 21. Qadri SS, Pathak R, Singh M, Ahluwalia SK, Saini S, Garg PK. An assessment of patients' satisfaction with services obtained from a tertiary care hospital in rural Haryana. Int J Collab Res Intern Med Public Health. 2012;4(8):1524.