INVESTIGATING THE SATISFACTION STATUS OF THE PATIENTS APPLYING TO ERCIYES UNIVERSITY HEALTH ADMINISTRATION AND RESEARCH CENTER TO GET HEALTH TOURISM SERVICE

Year 2018, Volume: 3 Issue: 3, 147 - 153, 28.12.2018

Tülin Filik , Tülin Filik

https://doi.org/10.31201/ijhmt.432467

Abstract

ABSTRACT                                                                                                                                                                                  
                       

Aim: In this study it is aimed to investigate the
satisfaction status of the patients applying Erciyes University Health
Administration and Research Center (HARC) to get health tourism service in
terms of the infrastructure of the institution, employee relations and service
quality.

Material-method:
This descriptive study was conducted on 27 patients applying Erciyes University
HARC between the years of 2016 – 2017. The English health tourism questionnaire
prepared in the light of literature by the researchers has been conducted to
the patients who accepted to participate in the research as data collection
tool. The questionnaire included 15 questions about the policlinic/clinic
applied, where the patient come from, the gender, age, education level, income
level, the reason of arriving the country, the reasons of preferring this
hospital and the satisfaction from the institution and staff, and an open-ended
question asking for expectations and suggestions. Questionnaires of the
pediatric patients were answered by their relatives. Frequency and percentage
distributions were calculated in the analysis of the data.

Results:
55.6% of the patients are male, 40.7% are over 41 years old, 26.6% are
university graduates and incomes of 37.0% are in the range of TL 1501- TL 3000.
74.1% of patients to get health services, 7.4% to visit their relatives and
18.5% of the patient for other reasons came to Turkey. In our study, all of the
patients (100%) answered "I am satisfied with the physicians of the
hospital". Patients have stated that they were pleased mostly with
"Safe country", "Hygiene status of the hospital",
"Being informed about health status", "Approach of assistant
staff", "International quality standards of the hospital",
"Efforts of the hospital about solving the problems’ ‘Communication with
assistant medical staff''. Areas that the satisfaction rate is relatively low
(85.2%) were ''Education Quality of the Assistant Health Staff’ ‘The Hospital's
Side Services (accommodation, transportation, interpreter ... etc.),"
Short duration of the service that the patient received from the hospital".

Conclusion: In
our study, it has been found that there is general satisfaction in terms of the
infrastructure of the institution, personnel relations and service quality.
85.2% satisfaction has been detected even in the areas that were relatively
less than the satisfaction level ''Education Quality of the Assistant Health Personnel’
‘The Hospital's Side Services (accommodation, transportation, interpreter ... etc.),"
Shortened service period that the patient took from hospital".

 

Keywords: Health Tourism,
Hospital, Satisfaction

 

 

 

Keywords

Health Tourism, Hospital, service quality, management, sadisfaction

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