The Moderating Role of Patient Complaints in the Effect of Hospital Process Quality on Service Compensation: Adaptation of the Hospital Process Quality Scale

Öz

Service failure in healthcare is critical to the health and safety of both medical providers and patients. According to the Service-Dominant Logic Theory, patients provide valuable feedback to healthcare providers and policymakers in co-creating value by expressing their complaints and demands. Therefore, if complaints are recovered profesionally, they can serve as an antecedent of the quality of care and service. The main purpose of this study is to analyze the effect of the process quality perceived by an out-patient who experiences a service failure while receiving treatment on service recovery satisfaction, depending on whether the patient shows complaint behavior or not. In addition, it aims to adapt the Process Quality Scale developed by Chahal and Kumari (2010), which consists of nine statements, into the Turkish language as the "Hospital Process Quality Scale" and to introduce it into the literature by testing its validity and reliability. With the convenience sampling method, 453 patients who experienced service failure in the hospital which they frequently preferred were reached and gathered data is analyzed through exploratory factor analysis by SPSS 26, confirmatory factor analysis, and structural equation model test by SmartPLS 4.1. Thus, the process quality perceived by out-patients who encounter service failure while receiving treatment directly influences their satisfaction with service recovery. In addition, patients who make complaints after experiencing service failure perceive higher satisfaction with service recovery through perceived process quality.

Anahtar Kelimeler

• Service-Dominant Logic Theory
• Hospital Process Quality
• Service Recovery
• Complaint
• SmartPLS

Algılanan Hastane Süreç Kalitesinin Hizmet Telafisi Memnuniyetine Etkisinde Hasta Şikayetlerinin Düzenleyici Rolü: Hastane Süreç Kalitesi Ölçeği’nin Uyarlanması

Öz

Sağlık hizmeti hatası hastalar kadar tıbbi hizmet sağlayıcılar için de kritik öneme sahiptir. Hizmet Baskın Mantık Teorisi’ne göre hastalar, şikayet ve taleplerini dile getirerek sağlık hizmeti sunucularına ve politika yapıcılara birlikte değerin yaratılması sürecinde önemli bir geri bildirim sağlamaktadır. Bu nedenle şikayetler doğru bir şekilde ele alındığı takdirde, sağlanan bakım ve hizmet kalitesinin bir öncülü olarak hizmet edebilmektedir. Bu çalışmanın ana amacı, ayakta tedavi görürken hizmet hatası yaşayan bir hastanın şikayet davranışı gösterip göstermemesine göre algıladığı süreç kalitesinin hizmet telafi memnuniyetine etkisini analiz etmektir. Buna ek olarak, dokuz ifadeden oluşan Chahal ve Kumari (2010) tarafından geliştirilen Süreç Kalitesi (Process Quality Scale) ölçeğinin “Hastane Süreç Kalitesi Ölçeği” olarak Türk diline uyarlanarak, geçerlilik ve güvenirliliğinin test edilmesi yoluyla literatüre kazandırılması da hedeflenmiştir. Kolayda örnekleme yöntemi ile sıklıkla tercih ettiği hastanede hizmet hatası yaşayan 453 kişiye ulaşılmış; SPSS 26 ile açımlayıcı faktör analizi, SmartPLS 4.1 ile doğrulayıcı faktör analizi ile yapısal eşitlik model testi yapılmıştır. Buna göre ayakta tedavi görürken hizmet hatası ile karşılaşan hastaların algıladıkları süreç kalitesi, hizmet telafisinden duydukları memnuniyeti doğrudan etkilemektedir. Ayrıca, hastaların hizmet hatası yaşaması ve buna bağlı olarak şikayette bulunması, algıladıkları süreç kalitesinin hizmet telafisi memnuniyeti üzerindeki etkisini artırmaktadır.

Anahtar Kelimeler

• Hizmet Baskın Mantık Teorisi
• Hastane Süreç Kalitesi
• Hizmet Telafisi
• Şikayet
• SmartPLS

Etik Beyan

Bu makale "Hastane Korkusunun, Doktora Güvene, Süreç Kalitesine ve Kurumsal İtibara Etkisi: Hizmet Telafisinin Düzenleyici Etkisi" başlıklı araştırma önerimiz kapsamında Ankara hacı Bayram Veli Üniversitesi Etik Komisyonu tarafından 27.12.2023 tarih ve 12 sayılı toplantısında görüşülmüş olup, Sayı :E-11054618-302.08.01-235401 kararı ile uygun görülmüştür.

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