DEVELOPING AN INPATIENT PERCEIVED HEALTHCARE SERVICE QUALITY SCALE (IP-HSQS)

Öz

Quality is a high priority topic in healthcare services. After the debates on the implementation of SERVQUAL, the most widely used generic scale to determine service quality, in the healthcare industry, recent studies on service quality focus on the development of industry and culture-specific scales. The initial aim of this study is to develop a model for the conceptualization of healthcare service quality, and then develop a valid and reliable scale that can be used in the measurement of the perceived healthcare service quality of inpatients in Turkish public hospitals through exploratory and confirmatory factor analyses. The study also recommends a method to be used in the model for the prioritization of dimensions. The devised scale was implemented on 268 patients in a public hospital in Eskisehir, Turkey. The output shows that the inpatients rank quality dimensions based on their priorities as staff quality, physical quality and process quality respectively. A 51-item scale has been recommended, as a result of statistical analyses

Anahtar Kelimeler

• Service Quality,Healthcare Industry,Scale Development,Healthcare Service Quality,Service Quality Perceptions of Inpatient

YATAN HASTALARIN SAĞLIK HİZMET KALİTESİNE İLİŞKİN ALGISINI ÖLÇMEK İÇİN BİR ÖLÇEK GELİŞTİRME ÇALIŞMASI

Öz

Kalite sağlık hizmetlerinde yüksek derecede öncelikli bir konudur. Hizmet kalitesi ölçümünde en çok kullanılan jenerik bir ölçek olan SERVQUAL’in uygulanması üzerine yapılan tartışmalar neticesinde, son çalışmalar endüstri ve kültüre özgü ölçekler geliştirilmesi yönündedir. Bu çalışmanın ilk amacı sağlık hizmet kalitesinin kavramsallaştırılması için bir model önermek, sonrasında da açıklayıcı ve doğrulayıcı faktör analizleri aracılığıyla Türkiye’de kamu hastanelerinde yatan hastaların sağlık hizmet kalitesine ilişkin algılarını ölçmede kullanılabilecek geçerli ve güvenilir bir ölçek geliştirmektir. Çalışma ayrıca modelde yer alan boyutların önceliklendirilmesi için de bir yöntem önermektedir. Önerilen ölçek Türkiye’de Eskişehir ilinde yer alan bir kamu hastanesinde yatan 268 hastaya uygulanmıştır. Çıktılar, yatan hastaların kalite boyutlarını öncelik sıralamasının personel kalitesi, fiziksel kalite ve süreç kalitesi şeklinde olduğunu göstermektedir. İstatistiksel analiz sonuçlarından hareketle 51 maddeden oluşan bir ölçek önerilmiştir.

Anahtar Kelimeler

• Hizmet Kalitesi,Sağlık Endüstrisi,Ölçek Geliştirme,Sağlık Hizmet Kalitesi,Yatan Hastaların Hizmet Kalitesi Algıları

Kaynakça

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