PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS

Year 2018, Volume: 4 Issue: 7, 9 - 20, 31.10.2018

Yasin Çilhoroz , Oğuz Işık

Abstract

Hospitals are health organizations that provide
preventive, curative, rehabilitative and health promoting health services. The
understanding that the health services offered by hospitals in order to meet
the needs of the patients should be consistent with the existing professional
knowledge and techniques and to provide the desired outputs has brought the
concept of quality in health services to the agenda. There are two approaches
about the quality of health care services; technical quality and perceived
quality.  While technical quality is the
ability to present the routine knowledge of health professionals, perceived
quality is the general judgment of health care users regarding the excellence
of the health service offered. Inasmuch as patients can assess the quality as
perceived quality more, this study is designed to allow patients to assess the
health care they receive in terms of perceived quality. The objective of this study is to measure the physical qualities
of public and private hospitals in Ankara and to evaluate the results a
comparative way. The population of this study is composed of patients who visit
public and private hospitals operating in Ankara between October 2015 and April
2016. Easy sampling method was used in the selection of the sample and 557
patients were evaluated by asking questions about the physical characteristics
dimension specified in the Servqual Service Quality Scale. As a result of the analysis performed, statistically significant
difference was found in all the expressions forming the physical quality
dimension of the hospitals according to the properties of the hospitals (p
<0,05). According to this, it is found that private hospitals have higher
average score than public hospitals have in expressions of the hospitals have
technological suitability and modern equipments (4,07 ± 1,07), hospital
buildings are visually attractive (3,95 ± 1,09), hospital employees have good
and clean appearance (4,30 ± 0, 99) and hospital is attractive with additional
services as well as basic services offered (3,89 ± 1,07).This result can be
explained by the fact that private hospitals are more recent structures, have
more modern technology and equipments, they are profit-oriented institutions
and therefore pay more attention to physical characteristics, taking into
account patients' quality perceptions.

Keywords

Hospital, Health Services, Physical Quality

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