QUALITY CONFUSION IN HEALTH SERVICES: MULTIDIMENSIONAL QUALITY MODAL IN HEALTH SERVICES

Yıl 2014, Sayı: 3, 65 - 81, 24.11.2015

İbrahim Kayral

Öz

"What” is the expectation of quality in health services and "how" quality should be evaluated in health services delivery, is one of the subjects among ongoing discussions. As the issue of quality in health care are examined in the literature, so many concepts come up as perceived quality, technical quality, customer quality, organization quality, clinical quality and service quality, however the use of these concepts in practical life and their relationships with each other may be perceived differently (Donabedian 1980; Ovretveit, 1998; Carman 2000; Rose, Uli, Abdul ve Looi Ng: 2004). In this framework, quality is defined in health services and evaluation of health service quality is discussed within a modal.

Anahtar Kelimeler

Quality, Services, Service Quality, Types of Hospital

SAĞLIK HİZMETLERİNDE KALİTE KARMAŞASI: “SAĞLIK HİZMETLERİ ÇOK BOYUTLU KALİTE MODELİ”

Öz

Sağlık hizmetlerinde kaliteli hizmet sunumunun ya da hizmetlerin kaliteli olmasına dair duyulan beklentilerin gerçekte “ne” olduğu ve “nasıl” değerlendirilmesi gerektiği, üzerinde tartışmaların devam ettiği konular arasında yer almaktadır. Sağlık hizmetlerinde kalite literatürü incelendiğinde algılanan kalite, teknik kalite, müşteri kalitesi, organizasyon kalitesi, klinik kalite, hizmet kalitesi vb. birçok kalite kavramının ele alındığı görülmekte, ancak pratik hayatta bu kavramların kullanımı ve birbirleriyle ilişkileri farklı farklı algılanabilmektedir (Donabedian 1980; Ovretveit, 1998; Carman 2000; Rose, Uli, Abdul ve Looi Ng: 2004). Ele alınan çerçevede, çalışmada sağlık hizmetlerinde kalitenin tanımı yapılmaya ve sağlık hizmetleri kalitesinin ne şekilde değerlendirilebileceği, ortaya konulan bir model ile tartışılmaya çalışılmıştır.

Anahtar Kelimeler

Kalite, Hizmet, Hizmet Kalitesi, Hastane Türleri

Kaynakça

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