HEALTH ORGANIZATIONS’ PERCEPTIONS OF THE SERVICE THAT IS SUBJECT TO THEIR COMPLAINTS

Yıl 2016, Cilt: 2 Sayı: 3, 15 - 25, 10.10.2017

Bilsen Onat

Öz

All health care organizations, patient-health worker satisfaction and participation with the Group is aiming to reach synergies that will be created. In the health sector because of to continue to exist, needs the support of all parties. This article in the study, health care organizations quality management practices that they follow to achieve their goals within the scope of the effects of demographic characteristics on patient's complaints were investigated.

In order to measure these effects in a State Hospital March –April 2006 period, 94 patients completed the questionnaire of 32 questions refer to. The results of the questionnaire were analysed with SPSS statistical analysis method and interpreted.

At the end of the study, it was seen that assessments differ in patient survey. Satisfaction levels of hospital care and Ambulatory patients from the meticulous attention to personal privacy from hospitalized patients was found to be higher. The height of this one-to-one service providers and the service recipients that is related to the time they spend on it is shown.

Anahtar Kelimeler

Quality, Satisfaction, Service Quality, Total Quality Management

Kaynakça

• Ardıç, K. (1998), Internal Customer Satisfaction with Service Quality Measurement relationship, Sakarya University, Institute of Social Sciences Press, Sakarya.
• Yalkın, S. (2010), An Application on Measurement and Quality Management in Health Services Servqual, Gazi University Institute of Social Sciences, Unpublished Master Thesis, Ankara.
• Turkish Language Association (2005), Turkish Dictionary, Ankara. 25