ASSESSMENT AND EVALUATION OF PATIENT SATISFACTION LEVELS IN HEALTHCARE INSTITUTIONS

• Published in: INTERNATIONAL REFEREED JOURNAL OF HUMANITIES AND ACADEMIC SCIENCES Vol. 6; no. 19; pp. 50 - 72
• Main Authors: KOÇ, Ayşegül, ÖZTAŞ, Dilek, KARAHAN, Sevilay, FIRAT, Hicran, UZUN, Mustafa, ÖZTÜRK, Levent
• Format: Journal Article
• Language: English; Turkish
• Published: Güven Plus Grup A.Ş 30-03-2017
• Subjects: Siyasal Bilimler; İstanbul; Türkiye; Sağlık İşletmeleri; Healthcare Institutions; Hasta Memnuniyeti; Patient Satisfaction
• ISSN: 2147-4168; 2147-5385
• DOI: 10.17368/UHBAB.2017.1.0001

Patient satisfaction is defined as “the basic criterion indicating the quality of care in which the main authority is patient and giving information about to what extent the values and expectations of thepatient are met”. Patient satisfaction surveys are applied to the patients in emergency services, outpatientclinics and inpatients by the staff of Atatürk Training and Research Hospital Quality Unit. The research was conducted from June 2015 until December 2016 by evaluating the questionnaires repeated every month for 18 months. The results of “Patient Satisfaction Survey” which was applied to a total of 100 patients, including 25 emergency patients, 50 outpatients and 25 inpatients every month, were out into evaluation. Statistically significant differences were found at borderline between the satisfaction rates of the patients receiving treatment in emergency unit in 2015 and 2016 (p=0.054). There was no statistically significant difference in the satisfaction rates of outpatients by months (p=0.253). A statistically significant difference was found at very high level between the satisfaction rates of the hospitalized patients by months (p<0.001). From this point of view, it is highly important for the future that the satisfaction level of the patients is at the desired level and their approach is positive.