Research on Services Requests and Utilisation Status and Satisfaction in a Family Health Center in Istanbul

Abstract

Aim: In the family practice, the family doctor accompanied with the family health center employee renders integrated services to people registered in their department from physical, psychological and social points. The purpose of this research is to investigate the cognition, utilization, and satisfaction state of family practice services by the public of a family health center found at any district of Istanbul. Method: The research in question was done at the prefecture of Istanbul, at a family health center between the dates September 2013 and January 2014. We have applied the Cognition, Utilization and Satisfaction State of services survey (HBYMDA) developed by the researcher, we have collected data through the face-to-face method and applied the Patients Evaluate General/ Family Practice (EUROPEP) survey. The total points for HBYMDA was 24. Whereas the total point for EUROPEP was 115. Results: 302 (76%) of the persons who participated in the survey were women, and 98 (24%) men. The average age of the group was 37.17±14.10 years. The average age of women was 42±13.04 and 42.57±15.85 for men. The average of the total points for HBYMDA was calculated as 11.54±5.80. The average total point of EUROPEP was 93.87±21.32. The services that persons know the most, use the most and are satisfied the most are listed respectively, as following inspection, diagnosis and therapy, injection and medical dressing services, emergency services, free laboratory services. Whereas the services that participants know the less, use the less and are satisfied the less are listed respectively as following therapy of tuberculosis through direct observation, taking measures concerning contagious disease towards people and environment, military examination, and periodic examination. Conclusion: It is determined that the group of low social-economical-cultural uses more family practice services and that situation is related to the knowing, utilization and satisfaction state of the services.

Keywords

• Family medicine
• health services
• satisfaction

İstanbul’da Bir Aile Sağlığı Merkezine Başvuranların Hizmetleri Bilme ve Yararlanma Durumları ile Memnuniyetlerinin Araştırılması

Abstract

Amaç: Aile Hekimliği Sisteminde Aile Hekimi aile sağlığı elemanı ile birlikte kendine kayıtlı bireylerin sorunlarını fiziksel, psikolojik ve sosyal yönleriyle ele alan bütüncül bir hizmet sunar. Bu araştırmanın amacı, Aile hekimliği Hizmetlerinin İstanbul’un bir ilçesinde bir aile sağlığı merkezinde halk tarafından bilinme, yararlanılma ve memnuniyet durumunu araştırmaktır. Yöntem: Araştırma İstanbul ilindeki, bir Aile Sağlığı Merkezinde Eylül 2013-Ocak 2014 tarihleri arasında yürütüldü. Yüz yüze görüşme metoduyla 400 kişiye demografik veriler, Patients Evaluate General/Family Practice (EUROPEP) anketi ve araştırıcının geliştirdiği Hizmetleri Bilme, Yararlanma ve Memnuniyet Durumu Anketi (HBYMDA) uygulandı. HBYMDA de toplam puan 24 idi. EUROPEP anketindeki toplam puan 115 idi. Bulgular: Araştırmaya katılan kişilerin 302’si (%76) kadın ve 98’i (%24) erkekti. Grubun yaş ortalaması 37,17±14,10 yıl idi. Kadınların yaş ortalaması 35,42±13,04 yıl; erkeklerin yaş ortalaması 42,57±15,85 yıl idi. HBYMDA’nin toplam puan ortalaması 11,54±5,80 bulundu. EUROPEP anketi toplam puan ortalaması 93,87±21,32 bulundu. Bireylerin en çok bildikleri, yararlandıkları ve memnun oldukları hizmetler sırasıyla, muayene teşhis ve tedavi, enjeksiyon ve pansuman hizmetleri, acil hizmetler, ücretsiz laboratuar hizmetleri idi. Katılımcılar tarafından en az bilinen, yararlanılan ve memnun olunan hizmetler ise sırasıyla verem hastalarının direk gözetimli tedavisi, bireye ve çevreye yönelik bulaşıcı hastalıklarla ilgili önlemlerin alınması, askerlik muayenesi ve periyodik muayene yapılması idi. Sonuç: Aile Hekimlerinin hizmetlerinden düşük sosyo-ekonomik-kültürel grubun daha fazla yararlandığı ve hizmetlerden memnuniyetin hizmetleri bilme ve yararlanma durumu ile ilişkili olduğu saptandı.

Keywords

• Aile hekimliği
• sağlık hizmetleri
• memnuniyet

References

1. 1. The World Health Report. Primary Health Care (Now More Than Ever). Access date: 02.01.2013 http://Who.İnt/Whr/2008/en/
2. 2. Akman M, Kaptanoğlu A. Application examples in the world of Family Practice. Family Practice Continuous Professional Improvement Program. Access date: 25.09.2013. http://ahuzem.ybu.tr
3. 3. Turkey Public Health Organization. Family practice. Family Practice in Turkey. Access date 31.07.2013 http://www.ailehekimliği.gov.tr/index.php?option=com
4. 4. Fişek NH. Introduction to Public Health. Nadir Kitap. Ankara. 1985.
5. 5. Aktürk Z, Dağdeviren N. Editörler. Milestones of Family Practice: Millis and Willard Reports. (İstanbul.2004) Access date 31.03.2014 http://www.aile.net/sunum/makaleler/milis willard Zekeriya.pdf
6. 6. Muğla Family Doctor Association. Designation. characteristics of Family Practice and Development all over the world. Access date: 25.09.2013 http://www.muglahed.org/index.php/aile-hekimliği/aile-hekimliği/dünyadaki-gelişimi
7. 7. Çetinkaya F. Baykan Z. Naçar M. Opinions of adults about family practice applications and their consulting status to family practice application. TAF Preventive Medicine Bulletin. 2013;12(4)417-424.
8. 8. World Health Organization. Lwanga SK, Lemeshow S. editörler. Hayran O. Çeviren. Determination of the size of specimen in health studies Practical manual (Istanbul. 1993)

9. 9. R.T. Ministry of Health Family Practice Application regulations (Regulations dated 25/01/2013 and numbered 28539) Access date: 31.03.2014 http://www.ailehekimliği.gov.tr/images/stories/Mevzuat
10. 10. Aktürk Z, Atesoglu D, Ciftci E. Patients evaluate doctors: EUROPEP scale. University of Dokuz Eylül Medicine Faculty Magazine. 2002;16(3):153-160.
11. 11. R.T. Ministry of Health. Presidency of Refik Saydam Hıfzıssıhha Presidency of the school Hıfzıssıhha. Patient satisfaction in primary health services. Akdağ R Editör. writers; Mollahaliloğlu S, Kosdak M, Sanisoğlu Y, Ateşoğlu D, Çiftçi E, Tuncel T. Ankara. 2010.
12. 12. Milano M, Mola E, Collecchia G, et al. Validation of the Italian version of the EUROPEP instrument for patient evaluation of general practice care. Eur J Gen Pract. 2007;13(2):92-4.
13. 13. Vedsted P, Sokolowski I. Heje HN. Scand J Data quality and confirmatory factor analysis of the Danish EUROPEP questionnaire on patient evaluation of general practice. Prim Health Ca. 2008;26(3):174-80.
14. 14. Giovanella L, Campo CEA. Evaluation of primary care from the perspective of users: adaptation of the EUROPEP instrument for major Brazilian urban centers. Ciencia & Saude Coletiva. 2013;18(1):103.
15. 15. Al-Sakkak MA, Al-Nowaiser NA, Al-Khashan HI, Al-Abdrabulnabi AA, Jaber RM. Patient satisfaction with primary health care services in Riyadh. Saudi Medical Journal. 2008;29(3):432-436.
16. 16. TUIK (Turkish Statistical Institute) Living satisfaction survey 2013. Access date: 19.03.2014 www.tuik.gov.tr