Research on Services Requests and Utilisation Status and Satisfaction in a Family Health Center in Istanbul

Öz

Aim: In the family practice, the family doctor accompanied with the family health center employee renders integrated services to people registered in their department from physical, psychological and social points. The purpose of this research is to investigate the cognition, utilization, and satisfaction state of family practice services by the public of a family health center found at any district of Istanbul. Method: The research in question was done at the prefecture of Istanbul, at a family health center between the dates September 2013 and January 2014. We have applied the Cognition, Utilization and Satisfaction State of services survey (HBYMDA) developed by the researcher, we have collected data through the face-to-face method and applied the Patients Evaluate General/ Family Practice (EUROPEP) survey. The total points for HBYMDA was 24. Whereas the total point for EUROPEP was 115. Results: 302 (76%) of the persons who participated in the survey were women, and 98 (24%) men. The average age of the group was 37.17±14.10 years. The average age of women was 42±13.04 and 42.57±15.85 for men. The average of the total points for HBYMDA was calculated as 11.54±5.80. The average total point of EUROPEP was 93.87±21.32. The services that persons know the most, use the most and are satisfied the most are listed respectively, as following inspection, diagnosis and therapy, injection and medical dressing services, emergency services, free laboratory services. Whereas the services that participants know the less, use the less and are satisfied the less are listed respectively as following therapy of tuberculosis through direct observation, taking measures concerning contagious disease towards people and environment, military examination, and periodic examination. Conclusion: It is determined that the group of low social-economical-cultural uses more family practice services and that situation is related to the knowing, utilization and satisfaction state of the services.

Anahtar Kelimeler

• Family medicine
• health services
• satisfaction

İstanbul’da Bir Aile Sağlığı Merkezine Başvuranların Hizmetleri Bilme ve Yararlanma Durumları ile Memnuniyetlerinin Araştırılması

Öz

Amaç: Aile Hekimliği Sisteminde Aile Hekimi aile sağlığı elemanı ile birlikte kendine kayıtlı bireylerin sorunlarını fiziksel, psikolojik ve sosyal yönleriyle ele alan bütüncül bir hizmet sunar. Bu araştırmanın amacı, Aile hekimliği Hizmetlerinin İstanbul’un bir ilçesinde bir aile sağlığı merkezinde halk tarafından bilinme, yararlanılma ve memnuniyet durumunu araştırmaktır. Yöntem: Araştırma İstanbul ilindeki, bir Aile Sağlığı Merkezinde Eylül 2013-Ocak 2014 tarihleri arasında yürütüldü. Yüz yüze görüşme metoduyla 400 kişiye demografik veriler, Patients Evaluate General/Family Practice (EUROPEP) anketi ve araştırıcının geliştirdiği Hizmetleri Bilme, Yararlanma ve Memnuniyet Durumu Anketi (HBYMDA) uygulandı. HBYMDA de toplam puan 24 idi. EUROPEP anketindeki toplam puan 115 idi. Bulgular: Araştırmaya katılan kişilerin 302’si (%76) kadın ve 98’i (%24) erkekti. Grubun yaş ortalaması 37,17±14,10 yıl idi. Kadınların yaş ortalaması 35,42±13,04 yıl; erkeklerin yaş ortalaması 42,57±15,85 yıl idi. HBYMDA’nin toplam puan ortalaması 11,54±5,80 bulundu. EUROPEP anketi toplam puan ortalaması 93,87±21,32 bulundu. Bireylerin en çok bildikleri, yararlandıkları ve memnun oldukları hizmetler sırasıyla, muayene teşhis ve tedavi, enjeksiyon ve pansuman hizmetleri, acil hizmetler, ücretsiz laboratuar hizmetleri idi. Katılımcılar tarafından en az bilinen, yararlanılan ve memnun olunan hizmetler ise sırasıyla verem hastalarının direk gözetimli tedavisi, bireye ve çevreye yönelik bulaşıcı hastalıklarla ilgili önlemlerin alınması, askerlik muayenesi ve periyodik muayene yapılması idi. Sonuç: Aile Hekimlerinin hizmetlerinden düşük sosyo-ekonomik-kültürel grubun daha fazla yararlandığı ve hizmetlerden memnuniyetin hizmetleri bilme ve yararlanma durumu ile ilişkili olduğu saptandı.

Anahtar Kelimeler

• Aile hekimliği
• sağlık hizmetleri
• memnuniyet

Kaynakça

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