A PUBLIC RELATIONS SUPPORTED APPROACH TO EMOTION MANAGEMENT PROCESS IN HOSPITALS / Hastanelerde Duygu Yönetimi Sürecine Halkla İlişkiler Destekli Bir Yaklaşım

Yıl 2018, Cilt: 2 Sayı: 2, 169 - 182, 30.10.2018

Simge Ünlü Kurt

https://doi.org/10.29216/ueip.459386

Öz

The healthcare sector includes a
working area where emotions are experienced at a high rate. The patient and his / her
relatives may not be familiar with the situation, and the risks associated with
it may be quite high. There may be a possibility that the patient may die or fall
into a situation that is too bad to be treated, other doctors and staff
consulted may raise suspicions about the current treatment and other patients’
current situation may influence mood in a positive or negative way. In this process, the emotion management process is of great
importance and public relations practices are considered to be a guiding
attribute in the healthcare sector. In this context, first of all,
information about the process of emotion management and its practice in the
healthcare sector will be conveyed, approaches to the subject in terms of
public relations and the finding from the semi-structured interviews will be
presented. These semi-structured interviews made with the patients and their
relatives in understanding emotional conditions in hospitals. The works of Lewis (2005) and
Smith and Kleinman (1989) were used in order to prepare the interview forms and
to the questions. Findings of interviews show that patients and their relatives mostly
affecting by approaches of the personal and the events which they witnessed and
also according to participants, in state hospitals there is a lack of concern
about giving good experiences to patients.

Anahtar Kelimeler

Emotion Management, Healthcare Sector, Hospitals, Public Relations

HASTANELERDE DUYGU YÖNETİMİ SÜRECİNE HALKLA İLİŞKİLER DESTEKLİ BİR YAKLAŞIM / A Public Relations Supported Approach To Emotion Management Process In Hospitals

Öz

Sağlık sektörü duyguların
yüksek oranda olduğu bir çalışma alanını içermektedir. Hasta ve hasta yakınları
içerisinde bulundukları duruma aşina olmayabilmekte ve bunun beraberinde
riskler bir hayli yüksek olabilmektedir.  Hastanın ölüm veya tedavi edilemeyecek kadar
kötü durumlara düşme ihtimali bulunabilmekte, danışılan diğer doktor ve
personeller mevcut tedaviye ilişkin şüpheler uyandırabilmekte ve de diğer
hastaların mevcut durumu duygu durumunu olumlu ya da olumsuz doğrultuda
etkileyebilmektedir. Bu süreç dahilinde duygu yönetimi süreci büyük bir önem
arz etmekte ve halkla ilişkiler pratiklerinin sağlık sektöründe duygu yönetimi
hususunda yol gösterici bir niteliği olduğu değerlendirilmesinde
bulunulmaktadır. Çalışmada bu bağlamda öncelikle duygu yönetimi ve sağlık
sektöründe uygulanma süreçleri hakkında bilgiler ardından halkla ilişkiler
açısından konu hakkındaki yaklaşımlar aktarılacaktır. Son olarak ise hasta ve
hasta yakınları ile yapılan yarı-yapılandırılmış görüşmelerden elde edilen
bulgular sunulacaktır. Yarı-yapılandırılmış
görüşmeler hastanelerdeki duygu durumlarının anlaşılabilmesi adına hasta ve
hasta yakınları ile yapılmıştır. Görüşmelerde kullanılan formlar ve soruların
hazırlanılmasında Lewis (2005), Smith ve Kleinman’ın (1989) çalışmalarından
yararlanılmıştır. Görüşmeler sonucunda hasta ve hasta yakınlarının büyük oranda
personelin kendilerine yaklaşımı ve şahit oldukları olaylardan etkilendiklerini
ortaya çıkarmıştır. Ayrıca ulaşılan bir başka sonuç ise devlet hastanelerinin
hastalarına iyi bir tecrübe yaşatmak konusunda gerekli kaygılara sahip
olmadığını göstermektedir

Anahtar Kelimeler

Duygu Yönetimi, Sağlık Sektörü, Hastaneler, Halkla İlişkiler

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