Determination of Satisfaction with Services and Trust in Nurses of Inpatients in a Hospital

Öz

ABSTRACT Objective: The study was conducted to determine inpatients' evaluations of their satisfaction with hospital services and their trust in nurses. Method: The descriptive and correlational study was conducted with 278 patients who had been hospitalized for at least 3 days in a randomly selected training and research hospital among the Ministry of Health hospitals in Ankara and were at the discharge stage. The data were collected using Descriptive Information Form, Satisfaction with Hospital Services Questionnaire, Trust in Nurses Scale and visual analog scale. Data were evaluated using descriptive statistical methods, Man Whitney U test, Kruskal Wallis test and correlation analysis. Results: Among the patients who participated in the study, 93.2% stated that they would prefer and recommend the hospital again. The mean score of the visual scale used to determine patients' satisfaction with hospital services was 7.86±1.62 (min:1 max:10). The mean score of the Patients' Trust in Nurses Scale was 21.78±2.16 (min:4 max:24). The scores of the Trust in Nurses Scale differed according to age, education level, length of hospitalization and the unit in which the patient was treated. A moderate positive and statistically significant relationship was found between patients' satisfaction with hospital services and Trust in Nurses Scale (r=0.366 p=0.000). Conclusion: In this study, it was found that inpatients' satisfaction levels with hospital services and their perceptions of trust in nurses were high. Patients' satisfaction levels with hospital services and their perceptions of trust in nurses were found to be related.

Anahtar Kelimeler

• Patient satisfaction
• inpatients
• hospital
• nurse
• trust

Bir Hastanede Yatarak Tedavi Gören Hastaların Hizmetlerden Memnuniyetlerinin ve Hemşireye Olan Güveninin Belirlenmesi

Öz

Amaç: Çalışma, yatarak tedavi gören hastaların hastane hizmetlerinden memnuniyetlerine ilişkin değerlendirmelerini ve hemşireye olan güvenini belirlemek amacıyla gerçekleştirilmiştir. Yöntem: Tanımlayıcı ve ilişkisel nitelikte gerçekleştirilen çalışma, Ankara’daki Sağlık Bakanlığı hastanelerinden rastgele seçilen bir eğitim çalışma hastanesinde en az 3 gün yatarak tedavi görmüş, taburculuk aşamasındaki 278 hasta ile yürütülmüştür. Çalışmanın verileri; Tanımlayıcı Bilgiler Formu, hastane hizmetlerinden memnuniyeti belirlemeye yönelik görsel analog skala ve Hemşirelere Güven Ölçeği kullanılarak toplanmıştır. Veriler, tanımlayıcı istatistiksel yöntemler, Man Whitney U testi, Kruskal Wallis testi ve korelasyon analizi ile değerlendirilmiştir. Bulgular: Çalışmaya katılan hastaların %93,2’si hastaneyi tekrar tercih edeceklerini ve tavsiye edeceklerini belirtmiştir. Hastaların hastane hizmetlerinden memnuniyetini belirlemeye yönelik kullanılan görsel skala puan ortalaması 7,86±1,62 bulunmuştur (min:1 max:10). Hastaların Hemşirelere Güven Ölçeği ortalama puanları 21,78±2,16 bulunmuştur (min:4 max:24). Yaş, öğrenim durumu, hastanede yatış süresi ve hastanın tedavi gördüğü birime göre Hemşirelere Güven Ölçeği puanları farklılık göstermiştir. Hastaların hastane hizmetlerinden memnuniyetini belirlemeye yönelik görsel analog skala ile Hemşireye Güven Ölçeği arasında orta derecede pozitif yönlü ve istatistiksel olarak anlamlı bir ilişki bulunmuştur ( p<0.001, r=0,366). Sonuç: Bu çalışmada yatarak tedavi gören hastaların hastane hizmetlerinden memnuniyet düzeyleri ve hemşireye olan güven algılarının yüksek olduğu bulunmuştur. Hastaların hastane hizmetlerinden memnuniyet düzeyleri ve hemşireye olan güven algılarının ilişkili olduğu bulunmuştur.

Anahtar Kelimeler

• Hasta memnuniyeti
• yatan hastalar
• hastane
• hemşire
• güven

Etik Beyan

Çalışmanın uygulanması için ölçek kullanım izinleri alınmıştır. Hacettepe Üniversitesi Etik Komisyonu'ndan 28.03.2017 tarihli 4311-315 nolu Etik kUrul Onayı alınmıştır. Çalışmanın Kurum izni mevcuttur. Çalışmanın uygulanması için tüm katılımcılardan aydınlatılmış onam alınmıştır.

Teşekkür

Çalışmanın uygulanma sürecinde hastanede çalışmakta olan hemşirelere, sekreterlere ve değerli katılımcılara teşekkürlerimizi sunuyoruz.

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