Konya’nın Hadim ilçesi kırsal kesimindeki birinci basamak sağlık hizmetlerinden hasta memnuniyeti

Yıl 2020, Cilt: 18 Sayı: 3, 133 - 142, 27.12.2020

Nimetcan Mehmet Yusuf Karapınar Ayhan Uludağ

https://doi.org/10.20518/tjph.714336

Öz

Amaç: Bu çalışmanın amacı Konya ili Hadim ilçesinin bir mahallesinde bulunan Aile Sağlığı Merkezi’nin (ASM) çalışmaları ile buradan hizmet alan hastaların memnuniyetinin değerlendirilmesidir. Yöntem: Çalışma, kırsal yerleşim olan Konya ili Hadim ilçesine bağlı Gezlevi mahallesinde yaşayan kişilerin anket sorularını kendilerinin yanıtlaması ve araştırmacıların yüz yüze görüşmeleri ile verilerin toplanması şeklinde gerçekleştirilmiştir. Hasta görüşlerinin değerlendirilmesi için Genel/Aile Hekimliği(EUROPEP) anketinin Türkçe versiyonu kullanılmıştır. Çalışma grubu, ASM’nden bir yıllık süre içinde hizmet alan ve mahallede ikamet eden 18 yaş üstü kişiler arasından rastgele seçilmiştir. Bulgular: 230 katılımcının yaş ortalaması 38.2 (± 1.1 yıl) olup, 18 ile 88 arasında değişmektedir. Katılımcıların yarısından fazlası erkektir (% 62.6). Hastaların çoğunun memnun olduğu alanlar “Doktorunun onları dinlemesi %96.5”; “Fiziki muayene %96.1”; “Kayıtlarını ve verilerini gizli tutması %90.4”; “Muayene esnasında yeterli zaman ayırması %89.6” ve “Ona sorunlarından bahsetmeyi kolaylaştırması %86.1” olmasına rağmen memnun olmadıkları alanlar ise şu şekildedir: “Aile hekimiyle telefon aracılığıyla konuşabilmesi %75.2”; “Muayene için telefonla ulaşabilmesi %72.6”; “Uygun randevu %62.2”; “Sağlık durumu ile ilgili duygusal problemleriyle başa çıkması %65,7”; “Tıbbi kararlara katılabilmesi %55.2”. Sonuç: Birinci basamak sağlık hizmetlerinden genel memnuniyet düzeyi % 78,7'dir. İncelenen alanlar arasında en yüksek memnuniyet 'doktor-hasta ilişkisinde' gözlenirken ‘tıbbi kararlara katılım’ konusunda memnuniyet düşüktür.

Anahtar Kelimeler

Aile sağlığı merkezi, hasta memnuniyeti, kırsal bölge sakinleri

Patient satisfaction with primary healthcare services in a rural area of Hadim county, Konya

Öz

Objective: Evaluation of patient satisfaction is widely used as a tool to measure healthcare quality. The aim of this study is to evaluate patient satisfaction with Family Health Centre services (FHC) in a village of Hadim county, Konya province, Turkey. Methods: This study was carried out in a rural area and data was collected using self-administered questionnaires and face-to-face interviews with people who live in Gezlevi village, Konya. Turkish versions of the Patients Evaluate General/Family Practice (EUROPEP) questionnaire was used. The study sample was randomly selected among adults (>18) who live in the village who visited the FMC within a one-year period. Results: The mean age of the 230 participants was 38.2 ± 1.1 years and ranged from 18 to 88 years. More than half of the participants were males (62.6%). A majority of the patients were satisfied for the domains: “the doctor listens to them, 96.5%”; “Physical examination, 96.1%”; “Keeping their records and data confidential, 90.4%”; “Enough time during consultation, 89.6%”; “Making it easy to tell him or her about their problem, 86.1%”. However, the participants were less satisfied with the domains: “Being able to speak to the GP on the telephone, 75.2%”; “Getting through to the practice on the telephone, 72.6%”; “Suitable appointment, 62.2%”; “Helping deal with emotional problems related to health status, 65.7%”; “involved in decisions about their medical care, 55.2%”. Conclusion: Overall satisfaction level was 78.7% with primary healthcare services. Among the investigated domains, highest satisfaction was observed in the ‘doctor–patient relationship’ while dissatisfaction was observed in the involvement of patients about decisions regarding their medical care.

Anahtar Kelimeler

Family health centre, patients satisfaction, rural residents

Kaynakça

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