Araştırma Makalesi
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Özel Diş Kliniklerinde Hasta Memnuniyeti ve Diş Sağlık Hizmet Kalitesi

Yıl 2022, Sayı: 6, 1 - 11, 31.12.2022
https://doi.org/10.52693/jsas.1200905

Öz

Bu çalışmada özel bir diş kliniği tarafından sağlanan veriler ile hasta memnuniyeti ve diş sağlık hizmet kalitesi ölçülmesi amaçlanmıştır. Bağımlı ve bağımsız olarak tanımlanan değişkenler doğrusal regresyon yöntemi baz alınması ile yanıt regresyon optimizasyon metodu kullanılmıştır. Hasta memnuniyetini ve sağlık hizmet kalitesini maksimize edilmesi bakımından hasta cinsiyeti, yaşı, tedavi/muayene ücreti, tedavi/muayene süresi ve türleri bağımsız değişken olarak tanımlanmıştır. 146 hastaya ait veriler cinsiyet ve tedavi/muayene türüne göre kategorize edilmiştir. Çalışmanın sonuçları arasında hasta memnuniyeti üzerinde istatistiksel olarak etkili olan yaş, cinsiyet ve tedavi türü sırasıyla 0.01, 0.049 ve 0.01 değerleri yer alarak bu değişkenlerin bağımlı değişkenler üzerinde doğrudan etkili olduğu tespit edilmiştir. Tedavi/muayene ücret ve süreleri olan diğer iki bağımsız değişkenlerin hasta memnuniyeti üzerinde dolaylı olarak etkisi olduğu sonucuna varılmıştır. Bir erkek hasta için maksimum hasta memnuniyeti ve yüksek sağlık hizmet kalitesini sağlamak adına tedavi/muayene süresi yaklaşık olarak maksimum 152 dakika, minimum maliyet, en fazla 78 yaşında olması koşulu ile %95 (4,114; 5,886) güven aralığında optimum sonuçlara ulaşılabildiği ortaya konulmuştur. Bu optimum değerlerin arzu edilebilirlik derecesi yaklaşık olarak 1.00’dır. Kadın hasta türüne göre arzu edilebilirlik derecesi 0,92 olmakla beraber maksimum hasta memnuniyeti veya sağlık hizmet kalite değeri 4,88 olarak hesaplanmıştır. Bu çalışmanın sonuçları ile diğer diş sağlığı merkezleri için klinik yönetim açısından önemli katkı sunmaktadır.

Kaynakça

  • [1] A. Atalan, H. Şahin, and Y. A. Atalan, “Integration of Machine Learning Algorithms and Discrete-Event Simulation for the Cost of Healthcare Resources,” Healthcare, vol. 10, no. 10, p. 1920, Sep. 2022, doi: 10.3390/healthcare10101920.
  • [2] H. Koletsi-Kounari, W. Papaioannou, and T. Stefaniotis, “Greece’s High Dentist to Population Ratio: Comparisons, Causes, and Effects,” J. Dent. Educ., vol. 75, no. 11, pp. 1507–1515, Nov. 2011, doi:10.1002/j.0022-0337.2011.75.11.tb05210.x.
  • [3] S. Surdu, E. Mertz, M. Langelier, and J. Moore, “Dental Workforce Trends: A National Study of Gender Diversity and Practice Patterns,” Med. Care Res. Rev., vol. 78, no. 1_suppl, pp. 30S-39S, Feb. 2021, doi: 10.1177/1077558720952667.
  • [4] A. Atalan, “Desirability Optimization Based on the Poisson Regression Model: Estimation of the Optimum Dental Workforce Planning,” Int. J. Heal. Manag. Tour., vol. 7, no. 2, pp. 200–216, Jul. 2022, doi:10.31201/ijhmt.1123824.
  • [5] TDB, “Türk Dişhekimleri Birliği,” 2022. https://tdb.org.tr/.
  • [6] E. S. Solomon, “Dental workforce,” Dent. Clin., vol. 53, no. 3, pp. 435–449, 2009.
  • [7] S. Namana and S. Al-Dori, “Healthcare Management: Measuring patient satisfaction of service quality in Swedish dental clinics.” pp. 1–77, 2018.
  • [8] M. I. N. Matee, E. N. M. Simon, and B. S. Lembariti, “Patients’ satisfaction with dental care provided by public dental clinics in Dar es Salaam, Tanzania,” East Afr. Med. J., vol. 83, no. 4, pp. 98–104, 2006.
  • [9] P. Cheng Lim and N. K. H. Tang, “A study of patients’ expectations and satisfaction in Singapore hospitals,” Int. J. Health Care Qual. Assur., vol. 13, no. 7, pp. 290–299, Dec. 2000, doi:10.1108/09526860010378735.
  • [10] A. Atalan, “Central Composite Design Optimization Using Computer Simulation Approach,” Flexsim Q. Publ., pp. 5–19, 2014, [ Online].Available:https://www.flexsim.com/wpcontent/uploads/2014/07/July2014.pdf.
  • [11] S. Novak and N. Djordjevic, “Information system for evaluation of healthcare expenditure and health monitoring,” Phys. A Stat. Mech. its Appl., vol. 520, pp. 72–80, Apr. 2019, doi:10.1016/j.physa.2019.01.007.
  • [12] J. John, F. M. Yatim, and S. A. Mani, “Measuring Service Quality of Public Dental Health Care Facilities in Kelantan, Malaysia,” Asia Pacific J. Public Heal., vol. 23, no. 5, pp. 742–753, Sep. 2011, doi:10.1177/1010539509357341.
  • [13] W.-J. Chang and Y.-H. Chang, “Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care,” J. Dent. Sci., vol. 8, no. 3, pp. 239–247, Sep. 2013, doi:10.1016/j.jds.2012.10.006.
  • [14] Y. Kılıçlı, E. Çavdar, and M. Yüksek, “Diş Sağlığı Hizmetlerinde Kalite: Van Yüzüncü Yıl Üniversitesi Diş Hekimliği Hastanesi Üzerine Bir Araştırma,” Ağrı İbrahim Çeçen Üniversitesi Sos. Bilim. Enstitüsü Derg., vol. 5, pp. 347–370, Oct. 2019.
  • [15] D. Kaldenberg, B. W. Becker, B. A. Browne, and W. G. Browne, “Identifying Service Quality Strengths and Weaknesses Using SERVQUAL,” Health Mark. Q., vol. 15, no. 2, pp. 69–86, Apr. 1998, doi:10.1300/J026v15n02_04.
  • [16] I. Perera and U. Usgodaarachchi, “Development of a psychometric scale to assess satisfaction with dental care among Sri Lankans,” Community Dent. Health, vol. 26, pp. 150–156, Sep. 2009, doi:10.1922/CDH_2316Usgodaarachchi07.
  • [17] A. Atalan, “A cost analysis with the discrete‐event simulation application in nurse and doctor employment management,” J. Nurs. Manag., vol. 30, no. 3, pp. 733–741, Apr. 2022, doi:10.1111/jonm.13547.
  • [18] R. Hashim, “Patient satisfaction with dental services at Ajman University, United Arab Emirates,” EMHJ - Eastern Mediterranean Health Journal, 11 (5-6), 913-921, 2005. pp. 913–921, 2005.
  • [19] R. Esa, P. Rajah, and I. Razak, “Satisfaction with the oral health services. A qualitative study among Non-Commissioned Officers in the Malaysian Armed Forces,” Community Dent. Health, vol. 23, pp. 15–20, Apr. 2006.
  • [20] M. H. DidemTezcan Umut BurakÜnal, TamerEdirne, “Patients’ Satisfaction at Tertiary Care,” Journal, no. 1, pp. 57–62, 2014.
  • [21] D. Palihawadana and B. R. Barnes, “The measurement and management of service quality in dental healthcare,” Heal. Serv. Manag. Res., vol. 17, no. 4, pp. 229–236, Nov. 2004, doi: 10.1258/0951484042317750.
  • [22] R. G. Rozier and B. T. Pahel, “Patient-and population-reported outcomes in public health dentistry: oral health-related quality of life,” Dent. Clin. North Am., vol. 52, no. 2, pp. 345–365, 2008.
  • [23] H. C. Gift and K. A. Atchison, “Oral health, health, and health-related quality of life,” Med. Care, pp. NS57–NS77, 1995.
  • [24] D. C. Montgomery, E. A. Peck, and G. G. Vining, Introduction to Linear Regression Analysis, 5th ed. Wiley, 2012.
  • [25] D. C. Montgomery, Introduction to Statistical Quality Control, 6th Editio. Wiley, 2009.
  • [26] Y. Ayaz Atalan, M. Tayanç, K. Erkan, and A. Atalan, “Development of Nonlinear Optimization Models for Wind Power Plants Using Box-Behnken Design of Experiment: A Case Study for Turkey,” Sustainability, vol. 12, no. 15, p. 6017, Jul. 2020, doi: 10.3390/su12156017.
  • [27] A. Atalan and C. Donmez, “Employment of Emergency Advanced Nurses of Turkey: A Discrete-Event Simulation Application,” Processes, vol. 7, no. 1, p. 48, Jan. 2019, doi: 10.3390/pr7010048.
  • [28] A. Atalan, “Türkiye Sağlık Ekonomisi için İstatistiksel Çok Amaçlı Optimizasyon Modelinin Uygulanması,” İşletme Ekon. ve Yönetim Araştırmaları Derg., vol. 1, no. 1, pp. 34–51, 2018, [Online]. Available: http://dergipark.gov.tr/download/article-file/414076.

Patient Satisfaction and Dental Health Service Quality In Private Dental Clinics

Yıl 2022, Sayı: 6, 1 - 11, 31.12.2022
https://doi.org/10.52693/jsas.1200905

Öz

This study aimed to measure patient satisfaction and dental health service quality with the data provided by a private dental clinic. Response regression optimization was used based on the linear regression method for the variables defined as dependent and independent. Regarding maximizing patient satisfaction and health service quality, patient gender, age, treatment/examination fee, treatment/examination duration, and types were independent variables. Data from 146 patients were categorized by gender and type of treatment/examination. Among the results of the study, age, gender, and type of treatment, which are statistically effective on patient satisfaction, were found to be 0.01, 0.049, and 0.01 p values, respectively, and it was determined that these variables had a direct effect on the dependent variables. It was concluded that the other two independent variables indirectly affect patient satisfaction, treatment/examination fees, and durations. To ensure maximum patient satisfaction and high health service quality for a male patient, it has been revealed that optimum results can be achieved at the 95% (4.114; 5,886) confidence interval, provided that the treatment/examination time is approximately 152 minutes, minimum cost and that he is 78 years old at most. The degree of desirability of these optimum values is about 1.00. While the degree of desirability is 0.92 according to the female patient type, the maximum patient satisfaction or health service quality value was calculated as 4.88. This study's results are essential to other dental health centers in clinical management.

Kaynakça

  • [1] A. Atalan, H. Şahin, and Y. A. Atalan, “Integration of Machine Learning Algorithms and Discrete-Event Simulation for the Cost of Healthcare Resources,” Healthcare, vol. 10, no. 10, p. 1920, Sep. 2022, doi: 10.3390/healthcare10101920.
  • [2] H. Koletsi-Kounari, W. Papaioannou, and T. Stefaniotis, “Greece’s High Dentist to Population Ratio: Comparisons, Causes, and Effects,” J. Dent. Educ., vol. 75, no. 11, pp. 1507–1515, Nov. 2011, doi:10.1002/j.0022-0337.2011.75.11.tb05210.x.
  • [3] S. Surdu, E. Mertz, M. Langelier, and J. Moore, “Dental Workforce Trends: A National Study of Gender Diversity and Practice Patterns,” Med. Care Res. Rev., vol. 78, no. 1_suppl, pp. 30S-39S, Feb. 2021, doi: 10.1177/1077558720952667.
  • [4] A. Atalan, “Desirability Optimization Based on the Poisson Regression Model: Estimation of the Optimum Dental Workforce Planning,” Int. J. Heal. Manag. Tour., vol. 7, no. 2, pp. 200–216, Jul. 2022, doi:10.31201/ijhmt.1123824.
  • [5] TDB, “Türk Dişhekimleri Birliği,” 2022. https://tdb.org.tr/.
  • [6] E. S. Solomon, “Dental workforce,” Dent. Clin., vol. 53, no. 3, pp. 435–449, 2009.
  • [7] S. Namana and S. Al-Dori, “Healthcare Management: Measuring patient satisfaction of service quality in Swedish dental clinics.” pp. 1–77, 2018.
  • [8] M. I. N. Matee, E. N. M. Simon, and B. S. Lembariti, “Patients’ satisfaction with dental care provided by public dental clinics in Dar es Salaam, Tanzania,” East Afr. Med. J., vol. 83, no. 4, pp. 98–104, 2006.
  • [9] P. Cheng Lim and N. K. H. Tang, “A study of patients’ expectations and satisfaction in Singapore hospitals,” Int. J. Health Care Qual. Assur., vol. 13, no. 7, pp. 290–299, Dec. 2000, doi:10.1108/09526860010378735.
  • [10] A. Atalan, “Central Composite Design Optimization Using Computer Simulation Approach,” Flexsim Q. Publ., pp. 5–19, 2014, [ Online].Available:https://www.flexsim.com/wpcontent/uploads/2014/07/July2014.pdf.
  • [11] S. Novak and N. Djordjevic, “Information system for evaluation of healthcare expenditure and health monitoring,” Phys. A Stat. Mech. its Appl., vol. 520, pp. 72–80, Apr. 2019, doi:10.1016/j.physa.2019.01.007.
  • [12] J. John, F. M. Yatim, and S. A. Mani, “Measuring Service Quality of Public Dental Health Care Facilities in Kelantan, Malaysia,” Asia Pacific J. Public Heal., vol. 23, no. 5, pp. 742–753, Sep. 2011, doi:10.1177/1010539509357341.
  • [13] W.-J. Chang and Y.-H. Chang, “Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care,” J. Dent. Sci., vol. 8, no. 3, pp. 239–247, Sep. 2013, doi:10.1016/j.jds.2012.10.006.
  • [14] Y. Kılıçlı, E. Çavdar, and M. Yüksek, “Diş Sağlığı Hizmetlerinde Kalite: Van Yüzüncü Yıl Üniversitesi Diş Hekimliği Hastanesi Üzerine Bir Araştırma,” Ağrı İbrahim Çeçen Üniversitesi Sos. Bilim. Enstitüsü Derg., vol. 5, pp. 347–370, Oct. 2019.
  • [15] D. Kaldenberg, B. W. Becker, B. A. Browne, and W. G. Browne, “Identifying Service Quality Strengths and Weaknesses Using SERVQUAL,” Health Mark. Q., vol. 15, no. 2, pp. 69–86, Apr. 1998, doi:10.1300/J026v15n02_04.
  • [16] I. Perera and U. Usgodaarachchi, “Development of a psychometric scale to assess satisfaction with dental care among Sri Lankans,” Community Dent. Health, vol. 26, pp. 150–156, Sep. 2009, doi:10.1922/CDH_2316Usgodaarachchi07.
  • [17] A. Atalan, “A cost analysis with the discrete‐event simulation application in nurse and doctor employment management,” J. Nurs. Manag., vol. 30, no. 3, pp. 733–741, Apr. 2022, doi:10.1111/jonm.13547.
  • [18] R. Hashim, “Patient satisfaction with dental services at Ajman University, United Arab Emirates,” EMHJ - Eastern Mediterranean Health Journal, 11 (5-6), 913-921, 2005. pp. 913–921, 2005.
  • [19] R. Esa, P. Rajah, and I. Razak, “Satisfaction with the oral health services. A qualitative study among Non-Commissioned Officers in the Malaysian Armed Forces,” Community Dent. Health, vol. 23, pp. 15–20, Apr. 2006.
  • [20] M. H. DidemTezcan Umut BurakÜnal, TamerEdirne, “Patients’ Satisfaction at Tertiary Care,” Journal, no. 1, pp. 57–62, 2014.
  • [21] D. Palihawadana and B. R. Barnes, “The measurement and management of service quality in dental healthcare,” Heal. Serv. Manag. Res., vol. 17, no. 4, pp. 229–236, Nov. 2004, doi: 10.1258/0951484042317750.
  • [22] R. G. Rozier and B. T. Pahel, “Patient-and population-reported outcomes in public health dentistry: oral health-related quality of life,” Dent. Clin. North Am., vol. 52, no. 2, pp. 345–365, 2008.
  • [23] H. C. Gift and K. A. Atchison, “Oral health, health, and health-related quality of life,” Med. Care, pp. NS57–NS77, 1995.
  • [24] D. C. Montgomery, E. A. Peck, and G. G. Vining, Introduction to Linear Regression Analysis, 5th ed. Wiley, 2012.
  • [25] D. C. Montgomery, Introduction to Statistical Quality Control, 6th Editio. Wiley, 2009.
  • [26] Y. Ayaz Atalan, M. Tayanç, K. Erkan, and A. Atalan, “Development of Nonlinear Optimization Models for Wind Power Plants Using Box-Behnken Design of Experiment: A Case Study for Turkey,” Sustainability, vol. 12, no. 15, p. 6017, Jul. 2020, doi: 10.3390/su12156017.
  • [27] A. Atalan and C. Donmez, “Employment of Emergency Advanced Nurses of Turkey: A Discrete-Event Simulation Application,” Processes, vol. 7, no. 1, p. 48, Jan. 2019, doi: 10.3390/pr7010048.
  • [28] A. Atalan, “Türkiye Sağlık Ekonomisi için İstatistiksel Çok Amaçlı Optimizasyon Modelinin Uygulanması,” İşletme Ekon. ve Yönetim Araştırmaları Derg., vol. 1, no. 1, pp. 34–51, 2018, [Online]. Available: http://dergipark.gov.tr/download/article-file/414076.
Toplam 28 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Araştırma Makaleleri
Yazarlar

Ahmet Furkan Komşuoğlu 0000-0002-2652-5257

Erken Görünüm Tarihi 28 Aralık 2022
Yayımlanma Tarihi 31 Aralık 2022
Yayımlandığı Sayı Yıl 2022 Sayı: 6

Kaynak Göster

IEEE A. F. Komşuoğlu, “Özel Diş Kliniklerinde Hasta Memnuniyeti ve Diş Sağlık Hizmet Kalitesi”, JSAS, sy. 6, ss. 1–11, Aralık 2022, doi: 10.52693/jsas.1200905.