Abstract
Ethical Statement
In order to administer the word association test to individuals within the scope of the research, the necessary ethics committee approval was obtained from the Süleyman Demirel University Social and Human Sciences Ethics Committee with the decision numbered 164/3 dated 21.02.2025.
References
- Acharya, S., Boyd, A. D., Cameron, R., Lopez, K. D., Martyn-Nemeth, P., Dickens, C... Di Eugenio, B. (2019). What happened to me while ı was in the hospital? challenges and opportunities for generating patient-friendly hospitalization summaries. Journal of Healthcare Informatics Research, 3, 107–123. https://doi.org/10.1007/s41666-018-0036-7
- Ahlfeldt, H., Borin, L., Daumke, P., Grabar, N., Hallett, C., Hardcastle, D., ... & Willis, A. (2006). Literature review on patient-friendly documentation systems.
- Aksoy, E. and Aydın, D. (2022). Hastane tasarımlarının geçmişten günümüze değişiminin hasta odaları üzerinden incelenmesi. Bodrum Journal of Art and Design, 1(2), 221-240.
- Arab, M., Tabatabaei, S. G., Rashidian, A., Forushani, A. R. and Zarei, E. (2012). The effect of service quality on patient loyalty: a study of private hospitals in Tehran, Iran. Iranian Journal of Public Health, 41(9), 71.
- Arslanoğlu, A., Kileci, Y. S., Arslan, Ş. F. and Arslan, Z. (2023). Hasta dostu hastane: bir eğitim araştırma hastanesi uygulaması. Sağlık Akademisyenleri Dergisi, 10(2), 283-290. https://doi.org/10.52880/sagakaderg.1280779
- Bahar, M. and Özatlı, N. S. (2003). Kelime iletişim test yöntemi ile lise 1. sınıf öğrencilerinin canlıların temel bileşenleri konusundaki bilişsel yapılarının araştırılması. Balıkesir Üniversitesi Fen Bilimleri Enstitüsü Dergisi, 5(2), 75-85.
- Baker, S. K. (2023). Thirty ways to make your practice more “patient-friendly”. In Communication for Doctors (pp. 4-5). CRC Press.
- Buchwald, D., Buchwald, D. and Melgaard. D. (2023). The ımpact of a family-friendly hospital: a patient perspective. Health Environments Research & Design Journal, 17(1), 127-134. doi:10.1177/19375867231201630
- Dijs-Elsinga, J., Otten, W., Versluijs, M. M., Smeets, H. J., Kievit, J., Vree, R., ... Marang-van de Mheen, P. J. (2010). Choosing a hospital for surgery: the importance of information on quality of care. Medical Decision Making, 30(5), 544-555.
- Dooley S.K. (2006). The patient-friendly practice. Journal of Medical Practice Management, 21(6), 358-61.
- Douglas, C.H. and Douglas, M.R. (2004). Patient-friendly hospital environments: exploring the patients’ perspective. Health Expectations, 7(1), 61–73. doi:10.1046/j.1369-6513.2003.00251.x
- Farahani, M., Esmaeili, M., Ashrafizadeh, H., Hajibabaee, F., Haghani, S. and Ariyamloo, P. (2022). Patient safety friendly hospital standards and customer orientation among Iranian nurses during the COVID-19 pandemic. BMJ Open Quality, 11(2), e001903.
- Fatima, T., Malik, S. A. and Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195-1214.
- Filiz, M. and Güngör, S. (2022). Sağlık hizmetlerinin sunumunda hasta dostu kavramı üzerinde bir değerlendirme. Trakya Üniversitesi Sosyal Bilimler Dergisi, 24(2), 657-674. https://doi.org/10.26468/trakyasobed.1058916
- Fredericks, J. E. and Bunting Jr, R. F. (2010). Implementation of a patient‐friendly medication schedule to improve patient safety within a healthcare system. Journal of Healthcare Risk Management, 29(4), 22-27.
- Kılıç, T. and Bostan, S. (2021). Sağlık hizmetlerinin değerlendirilmesinde, hasta odaklı yaklaşım: hasta dostu ölçeği tasarımı. Hacettepe Sağlık İdaresi Dergisi, 24(3), 555-570.
- Koca, G. Ş. and Erigüc, G. (2021). Hasta-hekim ilişkisinde güven iletişimi: hastaların bakış açısıyla ölçmeye yönelik bir ölçek geliştirme çalışması. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, 19, 186-202.
- Kim, J., Gao, J., Amiri-Kordestani, L., Beaver, J. A. and Kluetz, P. (2019). Patient-Friendly Language to Facilitate Treatment Choice for Patients with Cancer. The Oncologist, 24(8), 1011–1012. https://doi.org/10.1634/theoncologist.2018-0761
- Lasserre, C. (2010). Fostering a culture of service excellence. Journal of Medicine Practice Management, 26(3), 166-169.
- NHS (2019). The NHS patient safety strategy. Safer culture, safer systems, safer patients.
- Penchansky, R., & Thomas, J. W. (1981). The concept of access: definition and relationship to consumer satisfaction. Medical care, 19(2), 127–140. https://doi.org/10.1097/00005650-198102000-00001
- Raikhola, P. S. (2025). Decoding patient satisfaction: examining the hospital facilities, staff behavior, and accessibility. Contemporary Research: An Interdisciplinary Academic Journal, 8(1), 134-150.
- Spath, P. (2007). Tips to make your hospital patient-friendly environment. Hospital Peer Review, 32(5), 60-62.
- Şendur, G., Özbayrak, Ö. and Uyulgan, M.A. (2011). A study of determination of pre-service chemistry teachers’ understanding about acids and bases, Procedia: Computer Sciences, 3, 52-56.
- Şener, E. (2020). Dost metaforu ı̇şletmeler ı̇çin bir erdem arayışı mı? eleştirel bir değerlendirme. Business &Management Studies: An International, 8(2), 1289-1309
- van Mens, H. J., Hannen, G. E., Nienhuis, R., Bolt, R. J., de Keizer, N. F. and Cornet, R. (2023). Evaluation of patient-friendly diagnosis clarifications in a hospital patient portal. Applied Clinical Informatics, 14(03), 455-464.
- Varga, A. I., Spehar, I. and Skirbekk, H. (2023). Trustworthy management in hospital settings: a systematic review. BMC Health Services Research, 23(1), 662.
- Weller, S. C., Vickers, B., Bernard, H. R., Blackburn, A. M., Borgatti, S., Gravlee, C. C., & Johnson, J. C. (2018). Open-ended interview questions and saturation. PloS one, 13(6), 1-18. e0198606.
- Yıldırım, A., & Şimşek, H. (2021). Qualitative research methods in the social sciences (12th ed.). Seçkin Publishing.
- Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S. and Arab, M. (2014). An empirical study of the impact of service quality on patient satisfaction in private hospitals, Iran. Global journal of health science, 7(1), 1–9. https://doi.org/10.5539/gjhs.v7n1p1
- Zaretsky, J., Kim, J. M., Baskharoun, S., Zhao, Y., Austrian, J., Aphinyanaphongs, Y., ... and Feldman, J. (2024). Generative artificial intelligence to transform inpatient discharge summaries to patient-friendly language and format. JAMA Network Open, 7(3), e240357-e240357
Analyzing Individuals’ Perceptions of The Concept of Patient- Friendly Hospitals Through a Word Association Test
Abstract
The concept of a patient-friendly hospital is a significant concept representing patient-centered healthcare services. Today, one way to improve the quality of healthcare is to meet patient expectations. Therefore, determining how the concept of a patient-friendly hospital is shaped in patients' minds is crucial for developing patient-friendly practices and improving the quality of healthcare services. This study aims to analyze how patients perceive the concept of a "patient-friendly hospital" through a word association test (WAT) and to reveal patients' cognitive structures related to this concept. Among the 718 words obtained, the highest frequency words were reliable (81), privacy (41), smiling-face (40), caring (30), clean (25), hygiene (22), and communication (20), resulting in a total of 172 different words. Content analysis conducted as part of the word association analysis yielded eight themes: communication, trust, accessibility, quality, service, staff, treatment, and environment. Individuals define patient-friendly hospitals not only as places with good physical conditions but also as institutions that value, respect, and have an understanding approach to patients. It can be said that in order to improve the quality of health services, more importance should be given to areas such as communication, ethical values and accessibility.
References
- Acharya, S., Boyd, A. D., Cameron, R., Lopez, K. D., Martyn-Nemeth, P., Dickens, C... Di Eugenio, B. (2019). What happened to me while ı was in the hospital? challenges and opportunities for generating patient-friendly hospitalization summaries. Journal of Healthcare Informatics Research, 3, 107–123. https://doi.org/10.1007/s41666-018-0036-7
- Ahlfeldt, H., Borin, L., Daumke, P., Grabar, N., Hallett, C., Hardcastle, D., ... & Willis, A. (2006). Literature review on patient-friendly documentation systems.
- Aksoy, E. and Aydın, D. (2022). Hastane tasarımlarının geçmişten günümüze değişiminin hasta odaları üzerinden incelenmesi. Bodrum Journal of Art and Design, 1(2), 221-240.
- Arab, M., Tabatabaei, S. G., Rashidian, A., Forushani, A. R. and Zarei, E. (2012). The effect of service quality on patient loyalty: a study of private hospitals in Tehran, Iran. Iranian Journal of Public Health, 41(9), 71.
- Arslanoğlu, A., Kileci, Y. S., Arslan, Ş. F. and Arslan, Z. (2023). Hasta dostu hastane: bir eğitim araştırma hastanesi uygulaması. Sağlık Akademisyenleri Dergisi, 10(2), 283-290. https://doi.org/10.52880/sagakaderg.1280779
- Bahar, M. and Özatlı, N. S. (2003). Kelime iletişim test yöntemi ile lise 1. sınıf öğrencilerinin canlıların temel bileşenleri konusundaki bilişsel yapılarının araştırılması. Balıkesir Üniversitesi Fen Bilimleri Enstitüsü Dergisi, 5(2), 75-85.
- Baker, S. K. (2023). Thirty ways to make your practice more “patient-friendly”. In Communication for Doctors (pp. 4-5). CRC Press.
- Buchwald, D., Buchwald, D. and Melgaard. D. (2023). The ımpact of a family-friendly hospital: a patient perspective. Health Environments Research & Design Journal, 17(1), 127-134. doi:10.1177/19375867231201630
- Dijs-Elsinga, J., Otten, W., Versluijs, M. M., Smeets, H. J., Kievit, J., Vree, R., ... Marang-van de Mheen, P. J. (2010). Choosing a hospital for surgery: the importance of information on quality of care. Medical Decision Making, 30(5), 544-555.
- Dooley S.K. (2006). The patient-friendly practice. Journal of Medical Practice Management, 21(6), 358-61.
- Douglas, C.H. and Douglas, M.R. (2004). Patient-friendly hospital environments: exploring the patients’ perspective. Health Expectations, 7(1), 61–73. doi:10.1046/j.1369-6513.2003.00251.x
- Farahani, M., Esmaeili, M., Ashrafizadeh, H., Hajibabaee, F., Haghani, S. and Ariyamloo, P. (2022). Patient safety friendly hospital standards and customer orientation among Iranian nurses during the COVID-19 pandemic. BMJ Open Quality, 11(2), e001903.
- Fatima, T., Malik, S. A. and Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195-1214.
- Filiz, M. and Güngör, S. (2022). Sağlık hizmetlerinin sunumunda hasta dostu kavramı üzerinde bir değerlendirme. Trakya Üniversitesi Sosyal Bilimler Dergisi, 24(2), 657-674. https://doi.org/10.26468/trakyasobed.1058916
- Fredericks, J. E. and Bunting Jr, R. F. (2010). Implementation of a patient‐friendly medication schedule to improve patient safety within a healthcare system. Journal of Healthcare Risk Management, 29(4), 22-27.
- Kılıç, T. and Bostan, S. (2021). Sağlık hizmetlerinin değerlendirilmesinde, hasta odaklı yaklaşım: hasta dostu ölçeği tasarımı. Hacettepe Sağlık İdaresi Dergisi, 24(3), 555-570.
- Koca, G. Ş. and Erigüc, G. (2021). Hasta-hekim ilişkisinde güven iletişimi: hastaların bakış açısıyla ölçmeye yönelik bir ölçek geliştirme çalışması. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, 19, 186-202.
- Kim, J., Gao, J., Amiri-Kordestani, L., Beaver, J. A. and Kluetz, P. (2019). Patient-Friendly Language to Facilitate Treatment Choice for Patients with Cancer. The Oncologist, 24(8), 1011–1012. https://doi.org/10.1634/theoncologist.2018-0761
- Lasserre, C. (2010). Fostering a culture of service excellence. Journal of Medicine Practice Management, 26(3), 166-169.
- NHS (2019). The NHS patient safety strategy. Safer culture, safer systems, safer patients.
- Penchansky, R., & Thomas, J. W. (1981). The concept of access: definition and relationship to consumer satisfaction. Medical care, 19(2), 127–140. https://doi.org/10.1097/00005650-198102000-00001
- Raikhola, P. S. (2025). Decoding patient satisfaction: examining the hospital facilities, staff behavior, and accessibility. Contemporary Research: An Interdisciplinary Academic Journal, 8(1), 134-150.
- Spath, P. (2007). Tips to make your hospital patient-friendly environment. Hospital Peer Review, 32(5), 60-62.
- Şendur, G., Özbayrak, Ö. and Uyulgan, M.A. (2011). A study of determination of pre-service chemistry teachers’ understanding about acids and bases, Procedia: Computer Sciences, 3, 52-56.
- Şener, E. (2020). Dost metaforu ı̇şletmeler ı̇çin bir erdem arayışı mı? eleştirel bir değerlendirme. Business &Management Studies: An International, 8(2), 1289-1309
- van Mens, H. J., Hannen, G. E., Nienhuis, R., Bolt, R. J., de Keizer, N. F. and Cornet, R. (2023). Evaluation of patient-friendly diagnosis clarifications in a hospital patient portal. Applied Clinical Informatics, 14(03), 455-464.
- Varga, A. I., Spehar, I. and Skirbekk, H. (2023). Trustworthy management in hospital settings: a systematic review. BMC Health Services Research, 23(1), 662.
- Weller, S. C., Vickers, B., Bernard, H. R., Blackburn, A. M., Borgatti, S., Gravlee, C. C., & Johnson, J. C. (2018). Open-ended interview questions and saturation. PloS one, 13(6), 1-18. e0198606.
- Yıldırım, A., & Şimşek, H. (2021). Qualitative research methods in the social sciences (12th ed.). Seçkin Publishing.
- Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S. and Arab, M. (2014). An empirical study of the impact of service quality on patient satisfaction in private hospitals, Iran. Global journal of health science, 7(1), 1–9. https://doi.org/10.5539/gjhs.v7n1p1
- Zaretsky, J., Kim, J. M., Baskharoun, S., Zhao, Y., Austrian, J., Aphinyanaphongs, Y., ... and Feldman, J. (2024). Generative artificial intelligence to transform inpatient discharge summaries to patient-friendly language and format. JAMA Network Open, 7(3), e240357-e240357
Details
| Primary Language | English |
|---|---|
| Subjects | Health Care Administration |
| Journal Section | Research Article |
| Authors | |
| Submission Date | October 1, 2025 |
| Acceptance Date | January 4, 2026 |
| Publication Date | March 3, 2026 |
| DOI | https://doi.org/10.48121/jihsam.1795244 |
| IZ | https://izlik.org/JA84PS25LH |
| Published in Issue | Year 2026 Volume: 12 |
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Ferhat Zengul, Ph.D., MBA, MAcc is a full-time Associate Professor in the Department of Health Services Administration, School of Health Professions (SHP) at the University of Alabama at Birmingham (UAB). Prior to joining the Health Care Management Program, he worked as a financial/managerial accountant at UAB Hospital Finance and UABHS Facilities Planning and Capital Projects Office. He has over ten years of experience in the financial management of capital projects.
Dr. Zengul’s overarching research goal is improving organizations' financial health and peoples' health and quality of life through data analytics and multidisciplinary approaches. To achieve this goal, his research focuses on three interest areas: 1) Accounting, Finance, and Data/Text Analytics, 2) Healthcare Management, and Informatics, 3) Infrastructure Projects. He is particularly interested in applying machine learning approaches in developing predictive models for the financial and clinical performance research domain. He has used data/text mining techniques in a variety of disciplines such as accounting, finance, informatics, and clinical research domains. Dr. Zengul is a Certified Revenue Cycle Specialist from Healthcare Financial Management Association. He has been teaching courses such as Accounting and Finance for Healthcare, Healthcare Economics, Finance, Revenue Cycle Management, Business Intelligence, Statistics, and Ethics both in undergraduate and masters and doctoral programs.
1990’da Konya Selçuklu Lisesi’ni bitirerek Hacettepe Üniversitesi Sağlık İdaresi Yüksekokulu’na girdi. 1994’te buradan mezun oldu. Aynı yıl yine Hacettepe Üniversitesi Sağlık Kurumları Yönetimi Anabilim Dalında yüksek lisansa başladı. 1997’de “Zaman Yönetimi ve Hastane Üst Düzey Yöneticileri Üzerinde Bir Uygulama” adlı teziyle yüksek lisansını tamamladı. Temmuz 1998- ve Kasım 1999 tarihleri arasında Genelkurmay Başkanlığı Sağlık Dairesi Personel ve Eğitim Şubesi’nde sağlık yönetimi subayı olarak askerlik görevini tamamladı. Aralık 1999’da Fırat Üniversitesi Sağlık Hizmetleri Meslek Yüksekokulu’nda öğretim görevlisi olarak göreve başladı. 2000 yılı Bahar döneminde Hacettepe Üniversitesi Sağlık Bilimleri Enstitüsü Sağlık Kurumları Yönetimi Anabilim Dalında doktora eğitimine başladı. 2003 Aralık ayında “Toplumsal Kültürün Hastanelerin Kurum Kültürüne Etkisi: Fırat Tıp Merkezi Örneği” adlı teziyle bilim doktoru unvanını aldı. 2009 yılında ise Yönetim ve Organizasyon doçenti oldu. 2014 yılında profesörlüğe atandı.
1999-2009 yılları arasında Fırat Üniversitesi Sağlık Hizmetleri Meslek Yüksekokulu’nda öğretim görevlisi ve öğretim üyesi çalıştı, Yüksekokul Müdür Yardımcılığı ve Tıbbi Dokümantasyon ve Sekreterlik Program Başkanlığı görevlerini yürüttü. Yine 2015 Mayıs – 2020 Aralık tarihleri arasında Süleyman Demirel Üniversitesi İletişim Fakültesi Dekanlığı görevini yürüttü. 2009 yılından bu yana Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Sağlık Yönetimi’nde öğretim üyesi olarak çalışmakta ve bölüm başkanlığı görevini yürütmektedir. 2014-2015 yılları arasında Türkiye Odalar ve Borsalar Birliği Isparta İli akademik danışmanlığını yürütmüş ve halen Sağlık İdarecileri Derneği, Avrupa Birliği Sağlık Araştırmaları Merkezi (ABSAM), Uluslararası Stratejik Sağlık Araştırmaları Merkezi (USSAM) üyesidir. Aynı zamanda 2017’den bu yana Türkiye Sağlık Politikaları Enstitüsü Bilim Kurulu üyesidir.
Son zamanlarda nitel araştırma yöntemleri, eleştirel yönetim, sağlık sosyolojisi ve akademik organizasyonların yapısı ve işleyişi konuları üzerinde çalışmaktadır.
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Arş. Gör. Mehmet Beşir Demirbaş, 2013 yılında Isparta Süleyman Demirel Üniversitesi Sağlık Yönetimi bölümünden 2020 yılında ise tekrar Süleyman Demirel Üniversitesi Sağlık Yönetimi bölümünde yüksek lisansını tamamlamıştır. Şu anda Sağlık Bilimleri Üniversitesi Sağlık Yönetimi bölümünde doktora eğitimine devam etmektedir. Demiroğlu Bilim Üniversitesi, Sağlık Yönetimi bölümünde araştırma görevlisi olarak çalışmalarına devam eden Demirbaş, sağlık turizmi, yapay zekâ, hibe projeleri ve dijital pazarlama konuları üzerinde çalışmaktadır.