Research Article
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Factors Affecting Satisfaction in Home Health Services: Trust and Quality

Year 2020, , 205 - 227, 30.06.2020
https://doi.org/10.26650/ISTJECON2020-0008

Abstract

In this study, we investigated the effect of the perceived trust and quality of health personnel providing home health services on the satisfaction of individuals receiving home health care. Individuals who receive free home health care constitute the universe of our research. The sample of the study consisted of 151 patients with health conditions who could participate in the survey. To collect data in this study, we applied the “Trust” Scale developed by Oly Ndubisi (2007), the “Satisfaction” Scale developed by Sevilmiş (2015) and the “Staff Quality” Scale developed Yıldırım (2017). The SPSS 21 Package Program was used to analyze the data obtained from the study. As a result of the regression analysis, the quality of staff (R2=0,234) and trust (R2=0,345) have a profound effect on patient satisfaction. Quality of staff and trust affect have a middle level (R2=0,420) positive effect on patient satisfaction. The research has limitations in terms of the fact that patients are not healthy enough to answer multi-item questionnaires, not all factors affecting patient satisfaction are included in the model, the results obtained from the research are about people who benefit from home health services, the size of samples and the sampling technique. The literature on home healthcare services has a very narrow scope. In the literature, no studies regarding personnel reliability and personnel quality affecting the satisfaction of patients benefiting from home health services have been encountered. In this context, our research differs from similar research in the literature.

References

  • Akgiş, Ö. (2015). Bir refah göstergesi olarak Türkiye’de mutluluğun mekânsal dağılışı. Türk Coğrafya Dergisi, 65(2015) 69-76.
  • Amin, M. & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance: An International Journal, 18(3), 238-254, https:// doi.org/10.1108/CGIJ-05-2012-0016.
  • Anderson JC. & Narus J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. J Mark, 54, 42–58.
  • Asadi-Lari, M. Packham, C. & Gray, D. (2003). Patients’ satisfaction and quality of life in coronary artery disease, Health and Quality of Life Outcomes, 1 (1), 1-7.
  • Ateş, M. (2011). Sağlık hizmetleri yönetimi. 1. Baskı. İstanbul: Beta Basım Yayım Dağıtım A.Ş.
  • Atinga, A. R., Abekah‐Nkrumah, G. & Domfeh, K. A. (2011). Managing healthcare quality in Ghana: a necessity of patient satisfaction. International Journal of Health Care Quality Assurance, 24(7), 548-563, https://doi.org/10.1108/09526861111160580.
  • Briggs, A. (1961). The welfare state in historical perspective. European Journal of Sociology, 2(2), 221–258.
  • Chahal H. & Sharma R. D. (2004). Managing health care service quality in a primary health care centre. Metamorphosis, 3(2) 112–131.
  • Chang C. S., Chen, S. Y. & Lan, Y.T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Services Research, 13(22), 1–11. doi:10.1186/1472-6963-13-22.
  • Choi, B. J. & Kim, H. S. (2013). “The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service. Managing Service Quality: An International Journal, 23(3), ss.188–204, https://doi.org/10.1108/09604521311312228
  • Chowdhury S., (2005). The role of affect- and cognition-based trust in complex knowledge sharing. Journal of Managerial Issues, 17, 310–327.
  • Çabuk, S. Nakıboğlu ve B., Canoğlu, M. (2013). Algılanan otel imajı ve hizmet kalitesi ile tekrar satın alma niyeti arasındaki ilişkiler. Anatolia: Turizm Araştırmaları Dergisi, 24(1), 96 –108.
  • Fisk, T. A., Brown, C. J., Cannizzaro, K. & Naftal, B. (1990). Creating patient satisfaction and loyalty. Journal of Health Care Marketing, 10(2) 5–15.
  • Gellis Z. D., McGinty J., Horowitz, A., Bruce, M. L. & Misener, E. (2007). Problem-solving therapy for late-life depression in home care: A randomized field trial. Am J Geriatr Psychiatry. 15(11), 968– 978.
  • Hair, J. Black, W., Babin, B. & Anderson, R. (2014). Multivariate data analysis, 7. Ed. Pearson Education Limited, Essex, England.
  • Klug G, Hermann G, Fuchs-Nieder B, Panzer M, Haider-Stipacek A, Zapotoczky H. G. & Priebe S. (2010). Effectiveness of home treatment for elderly people with depression: Randomised controlled trial. British Journal of Psychiatry, 197(6) 463–467.
  • Kowalski, C. Diener S. E. Steffen, P. Wuerstlein, R. Harbeck & Pfaff H. (2012). Associations between hospital and patient characteristics and breast cancer patients’ satisfaction with nursing staf. Cancer Nursing, 35(3), 221–228.
  • Kurtuluş, K. (2011). Araştırma yöntemleri, Türkmen Kitapevi: İstanbul.
  • Meade C. M., Kennedy, J. & Kaplan J. (2010). The effects of emergency department staff rounding on patient safety and satisfaction, The Journal of Emergency Medicine, 38(5), 666–674. doi:10.1016/j.jemermed.2008.03.042.
  • Melby, L., Obstfelder, A. & Hellesø R. (2018). “We tie up the loose ends”: Homecare nursing in a changing health care landscape. Global Qualitative Nursing Research, 5,1–11.
  • Mohamed, A. & Azizan, N. A. (2015). Perceived service quality’s effect on patient satisfaction and behavioural compliance. International Journal of Health Care Quality Assurance, 28(3) 300–314.
  • Molu N. G., Özkan B. ve İçel, S. (2016). Quality of life for chronic psychiatric illnesses and home care. Pak J Med Sci. 32(2) 511–515. doi: http://dx.doi.org/10.12669/pjms.322.8794.
  • Murti, A. Deshpande A. & Sravastava N. (2013). Service quality, customer (patient) satisfaction and behavioural intention in health care services: Exploring the Indian perspective. Journal of Health Management, 15(1) 29–44, DOI: 10.1177/0972063413486035
  • Oly Ndubisi, N. (2007). Relationship marketing and customer loyalty. Marketing Intelligence & Planning, 25(1), 98–106. https://doi.org/10.1108/02634500710722425.
  • Öngel, V., Altındağ, E. ve Öngel Ö., (2014). Kişi başına sağlık harcamalarının sağlık göstergeleri üzerindeki etkileri: MINT ve BRIC ülkelerinin karşılaştırmalı analizi. Proceedings of theInternational Conference on Eurasian Economies, ss:1–5.
  • Peyrot, M. P., Cooper, D. & Schnapf, D. (1993). Consumer satisfaction and perceived quality of occupational health services. Journal of Health Care Marketing, 13(4) 24–33.
  • Platonova E. A. Kennedy, K. N. & Shewchuk, R. M. (2008). Understanding patient satisfaction, trust, and loyalty to primary care physicians. Medical Care Research and Review, 65(6), 696-712. DOI 10.1177/1077558708322863.
  • Reinartz W. J. & Kumar V. (2002). The mismanagement of customer loyalty. Harvard Business Review, 80, 86–94.
  • Reinartz W. J. & Kumar V. (2000). On the profitability of long-life customers in a no contractual setting: an empirical investigation and implications for marketing. Journal of Marketing, 64, 17–35.
  • Resmi Gazete, (2005). Evde bakım hizmetleri sunumu hakkında yönetmelik, 25751 sayılı kanun. Erişim tarihi;18.09.2019. https://www.mevzuat.gov.tr/Metin.Aspx?MevzuatKod=7.5.7542 &MevzuatIliski=0&sourceXmlSearch=evde%20bak%C4%B1m.
  • Scotti D. J. & Stinerock R N. (2003). Cognitive predictors of satisfaction with hospital inpatient service encounters among the elderly: a matter of trust. Journal of Hospital Marketing & Public Relations, 14(2) 3–22.
  • Sevilmiş, A. (2015). Hizmet odaklı spor işletmelerinde dış müşteri memnuniyetini etkileyen faktörlerin belirlenmesi. Sosyal Bilimler Enstitüsü, Selçuk Üniversitesi, Konya.
  • Shabbir, S. Kaufmann H. R. & Shehzad M. (2010). Service quality, word of mouth and trust: Drivers to achieve patient satisfaction. Scientific Research and Essays, 5(17), 2457–2462.
  • Shieh J. Wu H. & Huang, K. (2010). A DEMATEL method in identifying key success factors of hospital service quality. Knowledge-Based Systems, 23(2010) 277–282.
  • Singh R, Rowan J, Burtn C. & Galletly C. (2010). How effective is a hospital at home service for people with acute mental illness? Australas Psychiatry, 18(6) 512-516. doi:10.3109/10398562.2 010.526214.
  • Singh, J. (1990). A multifacet typology of patient satisfaction with a hospital stay. Journal of Health Care Marketing, 10(4) 8–21.
  • TÜİK, (2014). İstatistiklerle Yaşlılar; Türkiye İstatistik Kurumu web sitesi, Erişim tarihi; 20.09.2019. http://www.tuik.gov.tr/.
  • Wu H. C. & Cheng, C. C. (2013). A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management 20(2013), 13–22.
  • Wu, H. C., Li T. & Li, M. (2016). A study of behavioral ıntentions, patient satisfaction, perceived value, patient trust and experiential quality for medical tourists. Journal of Quality Assurance in Hospitality & Tourism, 17(2) 114–150. DOI:10.1080/1528008X.2015.1042621.
  • Yıldırım, M., (2017). Spor tesisleri müşteri memnuniyeti ölçeği geliştirilmesi: Geçerlik ve güvenirlik çalışması. 21. Yüzyılda Eğitim ve Toplum, 6(16), ss.157–176.
  • Yılmaz M, Sametoğlu F, Akmeşe. G., Tak A, Yağbasan, B., Gökçay. S., Sağlam, M. & Doğanyılmaz, S. (2010). Sağlık hizmetinin alternatif bir sunum şekli olarak evde hasta bakımı. İstanbul Tıp Dergisi, 11(3), 125–132.

Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven ve Kalite

Year 2020, , 205 - 227, 30.06.2020
https://doi.org/10.26650/ISTJECON2020-0008

Abstract

Çalışmanın amacı evde sağlık hizmetini sağlayan sağlık personellerinin algılanan güven ve kalitesinin, evde sağlık hizmeti alan kişilerin memnuniyetleri üzerindeki etkisinin tespit edilmesidir. Ücretsiz olarak evde sağlık hizmeti alan bireyler araştırmanın evrenini oluştururken, araştırmanın örneklemini ise, söz konusu bireylerden ankete katılabilecek sağlık durumuna sahip 151 hasta oluşturmaktadır. Araştırmada veri toplama aracı olarak anket yöntemi kullanılmıştır. Veri toplayabilmek amacıyla Oly Ndubisi (2007) tarafından oluşturulan güven ölçeği, Sevilmiş (2015) tarafından oluşturulan hizmet veren kalitesi ölçeği ve Yıldırım (2017) tarafından oluşturulan memnuniyet ölçeği kullanılmıştır. Veri toplama süreci sonuna kullanılabilir şekilde 151 adet anket toplanmıştır. Araştırmada elde edilen verilerin analizinde SPSS 21 Paket Programı kullanılmıştır. Yapılan regresyon analizi sonucunda ise personel kalitesi (R2=0,234) ve güvenin (R2=0,345) memnuniyet üzerinde düşük düzeyde etkiye sahip olduğu tespit edilmiştir. Personel kalitesi ve güven, hasta memnuniyeti üzerinde orta düzeyde (R2=0,420) ve pozitif yönlü olarak etkilidir. Araştırma, hastaların çok maddeli anketleri cevaplayacak kadar sağlıklı olmaması, hasta memnuniyetini etkileyen tüm faktörlerin modelde yer almaması, araştırmadan elde edilen sonuçların evde sağlık hizmetlerinden faydalanan kişiler hakkında olması, örneklem sayısı ve örneklem tekniği açısından kısıtlara sahiptir. Evde sağlık hizmetleri ile ilgili alanyazın oldukça dar bir kapsama sahiptir. Alanyazında evde sağlık hizmetlerinden faydalanan hastaların memnuniyetini etkileyen, personel güvenilirliği ve personel kalitesi ile ilgili çalışmaya rastlanmamıştır. Bu açıdan araştırma alanyazındaki benzer araştırmalardan farklıdır.

References

  • Akgiş, Ö. (2015). Bir refah göstergesi olarak Türkiye’de mutluluğun mekânsal dağılışı. Türk Coğrafya Dergisi, 65(2015) 69-76.
  • Amin, M. & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance: An International Journal, 18(3), 238-254, https:// doi.org/10.1108/CGIJ-05-2012-0016.
  • Anderson JC. & Narus J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. J Mark, 54, 42–58.
  • Asadi-Lari, M. Packham, C. & Gray, D. (2003). Patients’ satisfaction and quality of life in coronary artery disease, Health and Quality of Life Outcomes, 1 (1), 1-7.
  • Ateş, M. (2011). Sağlık hizmetleri yönetimi. 1. Baskı. İstanbul: Beta Basım Yayım Dağıtım A.Ş.
  • Atinga, A. R., Abekah‐Nkrumah, G. & Domfeh, K. A. (2011). Managing healthcare quality in Ghana: a necessity of patient satisfaction. International Journal of Health Care Quality Assurance, 24(7), 548-563, https://doi.org/10.1108/09526861111160580.
  • Briggs, A. (1961). The welfare state in historical perspective. European Journal of Sociology, 2(2), 221–258.
  • Chahal H. & Sharma R. D. (2004). Managing health care service quality in a primary health care centre. Metamorphosis, 3(2) 112–131.
  • Chang C. S., Chen, S. Y. & Lan, Y.T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Services Research, 13(22), 1–11. doi:10.1186/1472-6963-13-22.
  • Choi, B. J. & Kim, H. S. (2013). “The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service. Managing Service Quality: An International Journal, 23(3), ss.188–204, https://doi.org/10.1108/09604521311312228
  • Chowdhury S., (2005). The role of affect- and cognition-based trust in complex knowledge sharing. Journal of Managerial Issues, 17, 310–327.
  • Çabuk, S. Nakıboğlu ve B., Canoğlu, M. (2013). Algılanan otel imajı ve hizmet kalitesi ile tekrar satın alma niyeti arasındaki ilişkiler. Anatolia: Turizm Araştırmaları Dergisi, 24(1), 96 –108.
  • Fisk, T. A., Brown, C. J., Cannizzaro, K. & Naftal, B. (1990). Creating patient satisfaction and loyalty. Journal of Health Care Marketing, 10(2) 5–15.
  • Gellis Z. D., McGinty J., Horowitz, A., Bruce, M. L. & Misener, E. (2007). Problem-solving therapy for late-life depression in home care: A randomized field trial. Am J Geriatr Psychiatry. 15(11), 968– 978.
  • Hair, J. Black, W., Babin, B. & Anderson, R. (2014). Multivariate data analysis, 7. Ed. Pearson Education Limited, Essex, England.
  • Klug G, Hermann G, Fuchs-Nieder B, Panzer M, Haider-Stipacek A, Zapotoczky H. G. & Priebe S. (2010). Effectiveness of home treatment for elderly people with depression: Randomised controlled trial. British Journal of Psychiatry, 197(6) 463–467.
  • Kowalski, C. Diener S. E. Steffen, P. Wuerstlein, R. Harbeck & Pfaff H. (2012). Associations between hospital and patient characteristics and breast cancer patients’ satisfaction with nursing staf. Cancer Nursing, 35(3), 221–228.
  • Kurtuluş, K. (2011). Araştırma yöntemleri, Türkmen Kitapevi: İstanbul.
  • Meade C. M., Kennedy, J. & Kaplan J. (2010). The effects of emergency department staff rounding on patient safety and satisfaction, The Journal of Emergency Medicine, 38(5), 666–674. doi:10.1016/j.jemermed.2008.03.042.
  • Melby, L., Obstfelder, A. & Hellesø R. (2018). “We tie up the loose ends”: Homecare nursing in a changing health care landscape. Global Qualitative Nursing Research, 5,1–11.
  • Mohamed, A. & Azizan, N. A. (2015). Perceived service quality’s effect on patient satisfaction and behavioural compliance. International Journal of Health Care Quality Assurance, 28(3) 300–314.
  • Molu N. G., Özkan B. ve İçel, S. (2016). Quality of life for chronic psychiatric illnesses and home care. Pak J Med Sci. 32(2) 511–515. doi: http://dx.doi.org/10.12669/pjms.322.8794.
  • Murti, A. Deshpande A. & Sravastava N. (2013). Service quality, customer (patient) satisfaction and behavioural intention in health care services: Exploring the Indian perspective. Journal of Health Management, 15(1) 29–44, DOI: 10.1177/0972063413486035
  • Oly Ndubisi, N. (2007). Relationship marketing and customer loyalty. Marketing Intelligence & Planning, 25(1), 98–106. https://doi.org/10.1108/02634500710722425.
  • Öngel, V., Altındağ, E. ve Öngel Ö., (2014). Kişi başına sağlık harcamalarının sağlık göstergeleri üzerindeki etkileri: MINT ve BRIC ülkelerinin karşılaştırmalı analizi. Proceedings of theInternational Conference on Eurasian Economies, ss:1–5.
  • Peyrot, M. P., Cooper, D. & Schnapf, D. (1993). Consumer satisfaction and perceived quality of occupational health services. Journal of Health Care Marketing, 13(4) 24–33.
  • Platonova E. A. Kennedy, K. N. & Shewchuk, R. M. (2008). Understanding patient satisfaction, trust, and loyalty to primary care physicians. Medical Care Research and Review, 65(6), 696-712. DOI 10.1177/1077558708322863.
  • Reinartz W. J. & Kumar V. (2002). The mismanagement of customer loyalty. Harvard Business Review, 80, 86–94.
  • Reinartz W. J. & Kumar V. (2000). On the profitability of long-life customers in a no contractual setting: an empirical investigation and implications for marketing. Journal of Marketing, 64, 17–35.
  • Resmi Gazete, (2005). Evde bakım hizmetleri sunumu hakkında yönetmelik, 25751 sayılı kanun. Erişim tarihi;18.09.2019. https://www.mevzuat.gov.tr/Metin.Aspx?MevzuatKod=7.5.7542 &MevzuatIliski=0&sourceXmlSearch=evde%20bak%C4%B1m.
  • Scotti D. J. & Stinerock R N. (2003). Cognitive predictors of satisfaction with hospital inpatient service encounters among the elderly: a matter of trust. Journal of Hospital Marketing & Public Relations, 14(2) 3–22.
  • Sevilmiş, A. (2015). Hizmet odaklı spor işletmelerinde dış müşteri memnuniyetini etkileyen faktörlerin belirlenmesi. Sosyal Bilimler Enstitüsü, Selçuk Üniversitesi, Konya.
  • Shabbir, S. Kaufmann H. R. & Shehzad M. (2010). Service quality, word of mouth and trust: Drivers to achieve patient satisfaction. Scientific Research and Essays, 5(17), 2457–2462.
  • Shieh J. Wu H. & Huang, K. (2010). A DEMATEL method in identifying key success factors of hospital service quality. Knowledge-Based Systems, 23(2010) 277–282.
  • Singh R, Rowan J, Burtn C. & Galletly C. (2010). How effective is a hospital at home service for people with acute mental illness? Australas Psychiatry, 18(6) 512-516. doi:10.3109/10398562.2 010.526214.
  • Singh, J. (1990). A multifacet typology of patient satisfaction with a hospital stay. Journal of Health Care Marketing, 10(4) 8–21.
  • TÜİK, (2014). İstatistiklerle Yaşlılar; Türkiye İstatistik Kurumu web sitesi, Erişim tarihi; 20.09.2019. http://www.tuik.gov.tr/.
  • Wu H. C. & Cheng, C. C. (2013). A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management 20(2013), 13–22.
  • Wu, H. C., Li T. & Li, M. (2016). A study of behavioral ıntentions, patient satisfaction, perceived value, patient trust and experiential quality for medical tourists. Journal of Quality Assurance in Hospitality & Tourism, 17(2) 114–150. DOI:10.1080/1528008X.2015.1042621.
  • Yıldırım, M., (2017). Spor tesisleri müşteri memnuniyeti ölçeği geliştirilmesi: Geçerlik ve güvenirlik çalışması. 21. Yüzyılda Eğitim ve Toplum, 6(16), ss.157–176.
  • Yılmaz M, Sametoğlu F, Akmeşe. G., Tak A, Yağbasan, B., Gökçay. S., Sağlam, M. & Doğanyılmaz, S. (2010). Sağlık hizmetinin alternatif bir sunum şekli olarak evde hasta bakımı. İstanbul Tıp Dergisi, 11(3), 125–132.
There are 41 citations in total.

Details

Primary Language Turkish
Subjects Business Administration
Journal Section Research Article
Authors

Hasan Sadık Tatlı This is me 0000-0003-1918-3188

Halim Kazan This is me 0000-0002-9234-6214

Publication Date June 30, 2020
Submission Date March 23, 2020
Published in Issue Year 2020

Cite

APA Tatlı, H. S., & Kazan, H. (2020). Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven ve Kalite. İstanbul İktisat Dergisi, 70(1), 205-227. https://doi.org/10.26650/ISTJECON2020-0008
AMA Tatlı HS, Kazan H. Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven ve Kalite. İstanbul İktisat Dergisi. June 2020;70(1):205-227. doi:10.26650/ISTJECON2020-0008
Chicago Tatlı, Hasan Sadık, and Halim Kazan. “Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven Ve Kalite”. İstanbul İktisat Dergisi 70, no. 1 (June 2020): 205-27. https://doi.org/10.26650/ISTJECON2020-0008.
EndNote Tatlı HS, Kazan H (June 1, 2020) Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven ve Kalite. İstanbul İktisat Dergisi 70 1 205–227.
IEEE H. S. Tatlı and H. Kazan, “Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven ve Kalite”, İstanbul İktisat Dergisi, vol. 70, no. 1, pp. 205–227, 2020, doi: 10.26650/ISTJECON2020-0008.
ISNAD Tatlı, Hasan Sadık - Kazan, Halim. “Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven Ve Kalite”. İstanbul İktisat Dergisi 70/1 (June 2020), 205-227. https://doi.org/10.26650/ISTJECON2020-0008.
JAMA Tatlı HS, Kazan H. Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven ve Kalite. İstanbul İktisat Dergisi. 2020;70:205–227.
MLA Tatlı, Hasan Sadık and Halim Kazan. “Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven Ve Kalite”. İstanbul İktisat Dergisi, vol. 70, no. 1, 2020, pp. 205-27, doi:10.26650/ISTJECON2020-0008.
Vancouver Tatlı HS, Kazan H. Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven ve Kalite. İstanbul İktisat Dergisi. 2020;70(1):205-27.