DEVELOPING AN INPATIENT PERCEIVED HEALTHCARE SERVICE QUALITY SCALE (IP-HSQS)

Yıl 2019, Cilt: 21 Sayı: 4, 1377 - 1410, 19.12.2019

Nurcan Deniz , Köksal Büyük

https://doi.org/10.16953/deusosbil.519872

Cited By: 1

Öz

Quality is a high
priority topic in healthcare services. After the debates on the implementation of
SERVQUAL, the most widely used generic scale to determine service quality, in
the healthcare industry, recent studies on service quality focus on the
development of industry and culture-specific scales. The initial aim of this
study is to develop a model for the conceptualization of healthcare service
quality, and then develop a valid and reliable scale that can be used in the
measurement of the perceived healthcare service quality of inpatients in
Turkish public hospitals through exploratory and confirmatory factor analyses. The
study also recommends a method to be used in the model for the prioritization
of dimensions. The devised scale was implemented on 268 patients in a public
hospital in Eskisehir, Turkey. The output shows that the inpatients rank
quality dimensions based on their priorities as staff quality, physical quality
and process quality respectively. A 51-item scale has been recommended, as a result
of statistical analyses

Anahtar Kelimeler

Service Quality, Healthcare Industry, Scale Development, Healthcare Service Quality, Service Quality Perceptions of Inpatient

YATAN HASTALARIN SAĞLIK HİZMET KALİTESİNE İLİŞKİN ALGISINI ÖLÇMEK İÇİN BİR ÖLÇEK GELİŞTİRME ÇALIŞMASI

Öz

Kalite sağlık
hizmetlerinde yüksek derecede öncelikli bir konudur. Hizmet kalitesi ölçümünde
en çok kullanılan jenerik bir ölçek olan SERVQUAL’in uygulanması üzerine
yapılan tartışmalar neticesinde, son çalışmalar endüstri ve kültüre özgü
ölçekler geliştirilmesi yönündedir. Bu çalışmanın ilk amacı sağlık hizmet
kalitesinin kavramsallaştırılması için bir model önermek, sonrasında da
açıklayıcı ve doğrulayıcı faktör analizleri aracılığıyla Türkiye’de kamu
hastanelerinde yatan hastaların sağlık hizmet kalitesine ilişkin algılarını
ölçmede kullanılabilecek geçerli ve güvenilir bir ölçek geliştirmektir. Çalışma
ayrıca modelde yer alan boyutların önceliklendirilmesi için de bir yöntem
önermektedir. Önerilen ölçek Türkiye’de Eskişehir ilinde yer alan bir kamu
hastanesinde yatan 268 hastaya uygulanmıştır. Çıktılar, yatan hastaların kalite
boyutlarını öncelik sıralamasının personel kalitesi, fiziksel kalite ve süreç
kalitesi şeklinde olduğunu göstermektedir. İstatistiksel analiz sonuçlarından
hareketle 51 maddeden oluşan bir ölçek önerilmiştir.

Anahtar Kelimeler

Hizmet Kalitesi, Sağlık Endüstrisi, Ölçek Geliştirme, Sağlık Hizmet Kalitesi, Yatan Hastaların Hizmet Kalitesi Algıları

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