Hastane İnovatif Faaliyetlerinin Algılanan Hizmet Kalitesine Etkisi: Devlet Hastanesi Örneği

Yıl 2018, , 149 - 162, 01.04.2018

Gamze Yorgancıoğlu Tarcan Ayça Karahan Menderes Tarcan

https://doi.org/10.5824/1309-1581.2018.2.009.x

Öz

Hastaların almış oldukları sağlık hizmetinin kalitesine yönelik olumlu algılarının hastane başarısına etkisinin önemi anlaşıldıkça, sağlık kurumları yöneticileri ve araştırmacılar için algılanan hizmet kalitesini etkileyen faktörleri ortaya koyan çalışmalar daha çok önem kazanmaktadır. Hastane işletmelerinin önemli girdilerinden biri olan inovasyon kavramı ise giderek önem kazanmış ve araştırmaların odağı haline gelmiştir. Bu çalışmada ise yapı, süreç ve çıktı boyutları temelinde algılanan bakım kalitesi üzerinde hastanelerdeki inovatif faaliyetlerin etkisi araştırılmaya çalışılmıştır. Bu kapsamda Eskişehir İli’ndeki bir devlet hastanesinden sağlık hizmeti almış hastalara yönelik bir anket çalışması yapılmıştır. Araştırma sonucu tıbbi ve yönetsel olmak üzere iki alt başlıkta ele alınan hastanelerdeki inovatif faaliyetlerin, hastaların sağlık hizmeti kalitesine yönelik algılarını etkilediği ortaya konmuştur.

Anahtar Kelimeler

İnovasyon, Algılanan Hizmet Kalitesi, Yönetsel İnovasyon, Tıbbi İnovasyon, Hastane

The Effect of Hospital Innovations on Perceived Service Quality: Public Hospital Example

Öz

Understanding the impact of the patients positive perceptions’ on quality for the success of the hospitals, researches revealing the factors that affects hospitals perceived service quality has gained more importance for the healthcare managers and researchers. The importantant entry of the hospital is innovation, this term was focused by the researchers increasingly. This paper aims to investigate the role of innovation on the perceived quality of healthcare services in hospitals which is consist of three dimension structure, process and outcome. In this context, a survey was conducted among patients who received services from Eskişehir Public Hospital. The results of the research revealed that inovation activities at hospitals which has two dimensions named medical and administratative effects the patients perceptions on hospital service quality.

Anahtar Kelimeler

Innovation, perceived service quality, administratative innovation, medical innovation, hospital

Kaynakça

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