SAĞLIK-HİZMET-HATASI ÖLÇEĞİ: SAĞLIK HİZMET HATALARININ BELİRLENMESİNE YÖNELİK BİR ÖLÇEK GELİŞTİRİLMESİ

Yıl 2022, Cilt: 25 Sayı: 2, 389 - 408, 30.06.2022

Yusuf Öcel , Kahraman Çatı , Songül Yorgun , Muhammet Fatih Bayraktar

Öz

Bu çalışmanın temel amacı sağlık hizmet hatalarının belirlenmesine yönelik bir ölçeğin geliştirilmesidir. Bu amaç kapsamında literatür incelemesi ve sağlık kurumları yöneticileri ile yapılan görüşmeler sonucunda 57 ifadeden meydana gelen soru havuzu oluşturulmuştur. Pilot uygulama sağlık hizmet yöneticisi ve alanında uzman akademisyenler ile görüşmeler sonucunda yapılmıştır. Madde havuzunda kalan toplam 53 ifade ile 392 kişiden kolayda örnekleme yöntemi ile veriler toplanmıştır. Elden bırakıp-alma yöntemi ile toplanan anketlerin analizinde güvenilirlik ve geçerlilik testleri yapılmıştır. Açımlayıcı faktör analizi sonucunda sekiz boyut ortaya çıkmıştır. Bu boyutlar “fiyatlandırma ile ilgili hatalar”; “hak ihlali ile ilgili hatalar”; “hizmet sunum hataları” “davranışsal hatalar” “fiziksel altyapı ile ilgili hatalar” “e-hizmet hatası” “mahremiyet ile ilgili hatalar” ve “erişilebilirlik ile ilgili hatalardır”. Ayrıca doğrulayıcı faktör analizine ilişkin model uyum değerlerinin belirtilen kriterleri sağladığı belirlenmiştir.

Anahtar Kelimeler

Sağlık hizmet hatası, ölçek geliştirme, hata türleri

Teşekkür

Bu çalışmanın yapılmasına izin verdiği için Bolu İl Sağlık Müdürlüğüne ve değerli görüşlerini bizlerle paylaştığı için Bolu İzzet Baysal Eğitim ve Araştırma Hastanesi yönetici ve çalışanlarına çok teşekkür ederiz.

HEALTH-SERVICE-FAILURE SCALE: DEVELOPING A SCALE TO DETERMINE HEALTH SERVICE FAILURES

Öz

The main purpose of this study is to develop a scale for determining health service errors. Within the scope of this purpose, as a result of literature review and interviews with health institution managers, a question pool consisting of 57 statements was created. The pilot implementation was conducted as a result of interviews with the health service manager and academicians who are experts in their fields. Data were collected by convenience sampling method from 392 individuals with a total of 53 statements remaining in the item pool. reliability and validity tests were performed in the analysis of the questionnaires collected by hand-away method. Eight dimensions emerged as a result of the exploratory factor analysis. These dimensions include "pricing errors"; "errors related to violation of rights"; "service delivery errors" "behavioral errors" "errors related to physical infrastructure" "e-service error" "privacy related errors" and "accessibility errors". In addition, it was determined that the model fit values for the confirmatory factor analysis met the specified criteria.

Anahtar Kelimeler

Healthcare failure, scale development, types of errors

Kaynakça

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