THE RELATIONSHIP BETWEEN PATIENT-CENTERED COMMUNICATION AND SERVICE QUALITY: THE MEDIATOR EFFECT OF TRUST IN THE SERVICE PROVIDER

Öz

Patient-centered communication is an important concept underlying patient-centered care. Patient-centered communication is a vital communication style that aims to enable the physician to understand the patients' needs, provide sufficient information to the patients, and build trust between the patients and the physician. It has been revealed that patient-centered communication positively affects patient satisfaction, patient perception of quality, patient participation in treatment, establishing trust between patient and physician, and clinical outcomes. This study examined the mediating role of trust examined between patient-centered communication and perception of service quality. Accordingly, 261 patients' data were analyzed. The hierarchical regression was used in the analysis of the data. According to the results obtained, patient-centered communication positively affects the trust and service quality of the provider. In addition, it has been determined that there is a partial mediating role of trust in the service provider between the relationship between patient-centered communication and service quality.

Anahtar Kelimeler

• Patient-Centered Communication
• Trust in Service Provider
• Perception of Service Quality
• Hierarchical Regression
• Mediator Effect

HASTA MERKEZLİ İLETİŞİM VE HİZMET KALİTESİ İLİŞKİSİ: HİZMET SUNUCUYA GÜVENİN ARACI ETKİSİ

Öz

Hasta merkezli iletişim, hasta merkezli bakımın temelinde yer alan önemli bir kavramdır. Hasta merkezli iletişim, hekimin hastaların ihtiyaçlarını anlamasını, hastalara yeterli bilgi vermeyi ve hastalar ile hekim arasında güven oluşturmayı amaçlayan önemli bir iletişim tarzıdır. Hasta merkezli iletişimin; hasta memnuniyeti, hastanın kalite algısı, hastanın tedaviye katılımı, hasta ve hekim arasında güvenin tesis edilmesi ve klinik sonuçlar üzerinde olumlu etkilerinin olduğu ortaya koyulmuştur. Bu çalışmada, hasta merkezli iletişim ve hizmet kalitesi algısı arasındaki ilişkide sağlık hizmet sunucusuna olan güvenin aracı rolü incelenmiştir. Bu doğrultuda 261 hastadan elde edilen veriler değerlendirilmiştir. Verilerin analizinde hiyerarşik regresyon analizi yöntemi kullanılmıştır. Elde edilen sonuçlara göre hasta merkezli iletişim hekime güven ve hizmet kalitesini olumlu yönde etkilemektedir. Ayrıca hasta merkezli iletişim ve hizmet kalitesi ilişkisinde hizmet sunucuya olan güvenin kısmi aracı rolünün olduğu tespit edilmiştir.

Anahtar Kelimeler

• Hasta Merkezli İletişim
• Hizmet Sunucusuna Güven
• Hizmet Kalitesi Algısı
• Hiyerarşik Regresyon
• Aracı Etki.

Kaynakça

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