Hastaneden Memnuniyet: Kamu Hastanesinde Bir Araştırma

Abstract

Bu araştırmanın amacı, Yozgat’ta bir kamu hastanesinden hizmet almak üzere hastaneye başvuran bireylerin memnuniyet düzeylerinin belirlenmesidir. Araştırmanın evrenini, Yozgat’ta bir kamu hastanesinden hizmet alan hastalar oluşturmaktadır. Bu kamu hastanesinden günlük yaklaşık 400, aylık 12.500 ayaktan hasta hizmet almaktadır. Bu durumda araştırmanın örneklem büyüklüğü 373 olarak hesaplanmış ve 401 kişiye ulaşılmıştır. Araştırmada veri toplama aracı olarak Sağlık Bakanlığı Sağlık Hizmetleri Genel Müdürlüğü tarafından geliştirilen Sağlıkta Kalite Standartları (SKS)-Anket Uygulama Rehberi içerisinde yer alan “Hasta Deneyimi Anketi-Ayaktan Hasta” anket formu kullanılmıştır. Araştırma ölçeği maddelerinin 5 boyut altında toplandığı belirlenmiştir. Araştırmada en fazla memnun olunan boyutun çalışanlar olduğu, en az memnun olunan boyutun ise hastaneye ve hizmet birimlerine ulaşım olduğu görülmektedir. Ölçeğin tamamından memnuniyet ortalaması 3,78 (±0,61) olup, bu durum hastaneden memnuniyetin iyi olduğunu göstermektedir. Yapılan analizler sonucunda hasta memnuniyetinin hastaların yaş, cinsiyet, eğitim, sağlık sigortası, iş durumu ve aylık gelire göre istatistiksel olarak anlamlı şekilde farklılaştığı belirlenmiştir. Bu araştırma sonucunda başta hastaneye ulaşım olmak üzere hasta memnuniyetinin artırılması için çeşitli önerilerde bulunulmuştur. EXTENDED SUMMARY Research Problem The purpose of this research is to determine the satisfaction levels of individuals who apply to the hospital to receive service from a public hospital in Yozgat. The aim of the study is to put forward the opinions of healthcare users about the hospital and to make suggestions for practice and literature. Research Questions How are the satisfaction levels of the patients? What are the most and least satisfied factors? What can be done to increase satisfaction? Methodology The universe of the research consists of patients receiving service from a public hospital in Yozgat. Approximately 400 daily and 12,500 monthly outpatients receive service from this public hospital. In this case, the sample size of the study has been calculated as 373 with 95% confidence level and 5% error. The number of people reached in this study is 401 and the determined sample size has been reached. The questionnaire form “Patient Experience Survey-Outpatient Patient” (Ministry of Health, 2019) included in the Health Quality Standards (SKS) -Question Implementation Guide, developed by the Ministry of Health, General Directorate of Health Services, has been used as a data collection tool. Factor analysis has been applied to the research data in order to determine the dimensions under which the questions in the research scale can be collected. The total variance explained as a result of the factor analysis is 70,5%. 18 questions in the research scale have been gathered under 5 factors. Factor 1, with 4 questions, includes access to hospital and service units; Factor 2 with 4 questions, waiting time; Factor 3 with 5 questions, employees; Factor 4 with 3 questions, cleanliness and physical conditions, and Factor 5 with 2 questions are named as general satisfaction and advice. The reliability value of the research scale has been calculated as α = 0,872. In the analysis of the data obtained from the survey, descriptive statistical methods, the significance test of the difference between the two means, one-way analysis of variance for more than two independent groups, and the Tukey test in order to determine which group or groups caused the difference in one-way analysis of variance have been used. Results and Conclusions The lowest score is "I can easily get service from this hospital without the help of anyone." While taking the item, the highest score is "The behavior of the hospital staff towards me is in accordance with the rules of courtesy." has received the item. Employees are the most satisfied dimension; The least satisfied dimension is the transportation to the hospital and service units. Average satisfaction with the whole scale is 3.78 (± 0.61), which indicates that satisfaction with the hospital is good. In addition, as a result of the analysis performed to determine whether the average of all items differs according to age without scaling the scale, it is seen that the age group that are statistically significantly less satisfied are those over the age of 61. When the whole scale was compared in terms of education level, it was determined that those who had primary school education and below were statistically significantly more satisfied. However, no significant difference has been found in terms of health insurance in the analysis made for the overall scale. In terms of work situation, employees are statistically significantly more satisfied with the transportation and waiting time to the hospital and service units and in the overall scale. In terms of income, those who have an income of 4,000 TL or more are statistically significantly more satisfied in terms of access to the hospital and service units, the general satisfaction and recommendation dimension, and the overall scale. In this study, satisfaction levels of patients receiving outpatient services have been examined. In future studies, long-term studies can be conducted to examine the change in the level of satisfaction in the same hospital over time. In addition, both inpatients and outpatients can be included in the study and compared with each other.

Keywords

• hasta memnuniyeti
• hastane
• yozgat
• patient satisfaction
• hospital