Hastane Beslenme Hizmetlerinde Hasta Memnuniyeti

Sağlık hizmetlerinde kalite şartlarının en önemlilerinden biri hasta memnuniyetinin sağlanmasıdır. Hasta memnuniyeti birçok etmenden etkilenebilmektedir. Hastanelerde yatan hastalara verilen beslenme hizmetleri hasta memnuniyetindeki en önemli bileşenlerden birini oluşturmaktadır. Bu çalışmada, hastaların hastane beslenme hizmetlerinden memnuniyet durumunun değerlendirildiği çalışmalar derlenmiştir. Yapılan literatür taraması sonucunda hastane beslenme hizmetleri, besin kalitesi, menü kalitesi, yemek servis kalitesi, personel hizmet kalitesi, atmosfer kalitesi ve diyetisyen ilgisi alt boyutları altında incelenmiştir. Yatan hastaların beslenme hizmetlerinden memnuniyetini etkileyen etmenler daha çok besin kalitesi ve menü kalitesi alt boyutlarında bulunmaktadır. Hastane beslenme hizmetlerine duyulan memnuniyeti arttırmak için alt boyutlarının tümünü kapsayan bir kılavuz geliştirilmesi sektöre önemli bir kazanç sağlayacaktır.

Patients Satisfaction in Hospital Food Services

One of the most important quality conditions in health services is to provide patient satisfaction. Patient satisfaction could be affected from many factors. Food services provided to hospitalized patients constitute one of the most important components of patient satisfaction. In this study, the studies evaluating patients’ satisfaction with hospital food services were compiled. As the result of the literature review, hospital food services; food quality, menu quality, food service quality, personnel service quality, atmosphere quality and dietitian interest were examined under the sub-dimensions. Factors affecting the satisfaction of inpatient services of inpatient patients are mostly in food quality and menu quality sub-dimension. Developing a guideline covering all of the sub-dimensions to increase satisfaction with hospital nutrition services will provide a significant benefit to the sector.

PDF

___

1. Kömürcü N, Durmaz A, Bayram N, Koyucu RG, Karaman ÖE, Toker E. Sağlık hizmetlerinde kalite standartları ve modelleri. Sağlıkta Performans ve Kalite Dergisi 2014;7:95-114.
2. Sağlık Hizmetleri Genel Müdürlüğü. Sağlıkta Kalite Standartları Hastane. Ankara, 2. Baskı. Sağlık Hizmetleri Genel Müdürlüğü; 2016. s. 21.
3. Halil Z, Tarım M. Hasta memnuniyeti: kamu hastaneleri üzerine bir alan araştırması. Sosyal Siyaset Konferansları Dergisi 2010;59:1-24.
4. Türkiye Kamu Hastaneleri Kurumu. Hizmet Sunum Rehberi. Tıbbi Hizmetler Kurum Başkan Yardımcılığı Sağlık Bakım ve Hasta Hizmetleri Daire Başkanlığı. 2014. Erişim: http://www.tkhk.gov.tr/ Dosyalar/82d3f45d0cd847979aa4fc9715bfd7c7.pdf Erişim tarihi: 20 Haziran 2018.
5. Barr JK, Giannotti TE, Sofaer S, Duquette CE, Waters WJ, Petrillo MK. Using public reports of patient satisfaction for hospital quality improvement. Health Serv Res. 2006; 41(3):663-82.
6. Demirel ET, Derin N. Sağlık hizmetlerinde kalitenin göstergesi olan hasta memnuniyetine yönelik ölçek geliştirme çalışması. The Journal of Academic Social Science Studies 2013;6(2):1111-30.
7. Büber R, Başer H. Sağlık işletmelerinde müşteri memnuniyeti: vakıf üniversitesi hastanesinde bir uygulama. Sosyal ve Beşeri Bilimler Dergisi 2012;4(1):265-74.
8. Bıyıklı AE, Aktaş N. The determination of the knowledge and practice concerning food safety for cooks working ın hospital kitchens: Konya city centre sample. Uluslararası Hakemli Beslenme Araştırmaları Dergisi 2014;1(1):1-11.
9. Gamaletsou M, Poulia K-A, Karageorgou D, Yannakoulia M, Ziakas P, Zampelas A, Sipsas N. Nutritional risk as predictor for healthcare-associated infection among hospitalized elderly patients in the acute care setting. J Hosp Infect. 2012;80(2):168-72.
10. White JV, Guenter P, Jensen G, Malone A, Schofield M. Academy Malnutrition Work Group; ASPEN Malnutrition task force; ASPEN Board of Directors. Consensus statement: Academy of Nutrition and Dietetics and American Society for Parenteral and Enteral Nutrition: characteristics recommended for the identification and documentation of adult malnutrition (undernutrition). J Parenter Enteral Nutr. 2012;36(3):275-83.
11. Waitzberg DL, Caiaffa WT, Correia MIT. Hospital malnutrition: the Brazilian national survey (IBRANUTRI): a study of 4000 patients. Nutrition 2001;17(7):573-80.
12. Jensen GL, Mirtallo J, Compher C, Dhaliwal R, Forbes A, Grijalba RF, Hardy G, Kondrup J, Labadarios D, Nyulasi I. Adult starvation and disease-related malnutrition: a proposal for etiology-based diagnosis in the clinical practice setting from the International Consensus Guideline Committee. Clin Nutr. 2010;29(2):151-53.
13. Korfalı G, Gündoğdu H, Aydıntuğ S, Bahar M, Besler T, Moral AR, Oğuz M, Sakarya M, Uyar M, Kılıçturgay S. Nutritional risk of hospitalized patients in Turkey. Clin Nutr. 2009;28(5):533-37.
14. Nursal TZ, Noyan T, Atalay BG, Köz N, Karakayali H. Simple two-part tool for screening of malnutrition. Nutrition 2005; 21(6):659-65.
15. Akbulut G, Yılmaz B. Hastane malnütrisyonunun önlenmesinde yemek hizmetlerinin rolü. Turkiye Klinikleri J Nutr Diet-Special Topics 2016;2(3):33-9.
16. Kowanko I, Simon S, Wood J. Energy and nutrient intake of patients in acute care. J Clin Nurs. 2001; 10(1): 51-7.
17. Tranter MA, Gregoire MB, Fullam FA, Lafferty LJ. Can patient-written comments help explain patient satisfaction with food quality? J Am Diet Assoc. 2009;109(12):2068-72.
18. Sahin B, Demir C, Celik Y, Teke AK. Factors affecting satisfaction level with the food services in a military hospital. J Med Syst. 2006;30(5):381-7.
19. Stanga Z, Zurflüh Y, Roselli M, Sterchi A, Tanner B, Knecht G. Hospital food: a survey of patients’ perceptions. Clin Nutr. 2003;22(3):241-6.
20. Hartwell HJ, Edwards JS, Symonds C. Foodservice in hospital: development of a theoretical model for patient experience and satisfaction using one hospital in the UK National Health Service as a case study. J Foodservice 2006; 17(5-6):226-38.
21. Beck AM, Balkn U, Fürst P, Hasunen K, Jones L, Keller U, Melchior J, Mikkelsen B E, Schauder P, Sivonen L. Food and nutritional care in hospitals: how to prevent undernutrition–report and guidelines from the Council of Europe. Clin Nutr. 2001;20(5):455-60.
22. Capra S, Wright O, Sardie M, Bauer J, Askew D. The acute hospital foodservice patient satisfaction questionnaire: The development of a valid and reliable tool to measure patient satisfaction with acute care hospital foodservices. J Foodservice 2005;16(1-2):1-14.
23. Dubé L, Trudeau E, Bélanger MC. Determining the complexity of patient satisfaction with foodservices. J Am Diet Assoc. 1994;94(4):394-401.
24. Wright OR, Connelly LB, Capra S. Consumer evaluation of hospital foodservice quality: an empirical investigation. Int J Health Care Qual Assur. 2006;19(2):181-94.
25. Lau C, Gregoire MB. Quality ratings of a hospital foodservice department by inpatients and postdischarge patients. J Acad Nutr Diet, 1998;98(11):1303-7.
26. Merdol TK. Toplu Beslenme Servisi (TBS) Sağlıklı Yönetim Rehberi. 2. Baskı. Ankara: Hatiboğlu Yayınevi; 2017.
27. Çelik M. Müşteri memnuniyeti ve hizmet kalitesi üzerine Adıyaman Üniversitesi yemekhanesi’nde bir uygulama. Adıyaman Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 2012;(10):29-54.
28. Besler H, Rakıcıoğlu N, Ayaz A, Büyüktuncer-Demirel Z, Gökmen-Özel H. Türkiye’ye Özgü Beslenme Rehberi. Ankara: Merdiven Reklam Tanıtım; 2015.
29. Zahid M, Zaidi SK, Naqvi S, Iqbal S, Maqsood B, Iqbal A. Survey of patients’perception of hospital food services at afic–nihd rawalpindi. Pak Armed Forces Med J 2015;65(Suppl):102-5.
30. Anonim. Toplu Tüketim Yerleri İçin Hijyen Esasları ve İyi Uygulama Kılavuzu. Kılavuz no: 5. Erişim: http://www.webcitation.org/ q u e r y ? u r l = h t t p % 3 A % 2 F % 2 F w w w. t e s k . o r g . tr%2Ftr%2Fcalisma%2Fgida%2Ftoplutuketimhijyen. pdf Erişim tarihi: 06 Haziran 2018.
31. Government LCW. All Wales Nutrition and Catering Standards for Food and Fluid Provision for Hospital Inpatients. 2011. Available at: http://www.webcitation. org/query?url=http%3A%2F%2Fwww.wales.nhs.uk%2 Fsitesplus%2Fdocuments%2F862%2FFOI-077e-15.pdf Accessed June 08, 2018.
32. Government TS. Food in Hospitals National Catering and Nutrition Specification for Food and Fluid Provision in Hospitals in Scotland. Edinburgh: Scottish Government. 2008. Available at: http://www. webcitation.org/query?url=http%3A%2F%2Feresearch. q m u . a c . u k % 2 F 8 1 0 % 2 F 1 % 2 Fe R e s e a r c h _ 8 1 0 . p d f Accessed June 08, 2018.
33. Ongan D. Özel gruplarda menü yönetimi ve denetiminde güncel eğilimler. Turkiye Klinikleri. J Nutr Diet -Special Topics 2016; 2(3): 27-32.
34. McCray S, Maunder K, Krikowa R, MacKenzie-Shalders K. Room service improves nutritional intake and increases patient satisfaction while decreasing food waste and cost. J Acad Nutr Diet 2018;118(2):284-93.
35. Mosqueira C, Harris L. Spoken menu: a menu process catered to the patients food choices and present appetite. J Am Diet Assoc. 1996;96(9):A14.
36. Health GWAD. Nutrition Standards for adult inpatients in WA hospitals. 2012. Available at: http://www.webcitation. org/query?url=http%3A%2F%2Fwww.health.wa.gov. au%2Fcircularsnew%2Fattachments%2F1108.pdf Accessed June 10, 2018.
37. Uçar A. Toplu beslenme hizmetlerinde tüketici memnuniyeti. Turkiye Klinikleri J Nutr Diet J-Special Topics 2016; 2(3):40-6.
38. Ariffin HF, Bibon MF, Abdullah RPSR. Restaurant’s atmospheric elements: What the customer wants. Procedia Soc Behav Sci 2012;38:380-7.
39. Zellner DA, Loss CR, Zearfoss J, Remolina S. It tastes as good as it looks! The effect of food presentation on liking for the flavor of food. Appetite 2014;77:31-5.
40. Konca GE, İlhan MN, Bumin MA. Yatarak tedavi gören hastalarin hastane çalışanları ve hastane hizmetlerinden beklentileri ve beklentilerine ilişkin memnuniyet durumlarının değerlendirilmesi. Gazi Tıp Derg. 2006;17(3):42-52.
41. Schneider B, White SS, Paul MC. Linking service climate and customer perceptions of service quality: Tests of a causal model. J Appl Psychol 1998;83(2):150-63.
42. Nguyen N, Leblanc G. Contact personnel, physical environment and the perceived corporate image of intangible services by new clients. International Journal of Service Industry Management 2002;13(3):242-62.
43. Hartwell H. Patient experience, nutritional uptake and satisfaction with hospital food services. [Doctorate Thesis]. Bournemouth University, England; 2004.
44. Han H, Ryu K. The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality & Tourism Research 2009;33(4):487-510.
45. Duncan Herrington J, Capella LM. Practical applications of music in service settings. J Serv Mark. 1994;8(3):50-65.
46. WHO. Classifying health workers: Mapping occupations to the international standard classification Available at: http://www.who.int/hrh/statistics/Health_workers_ classification.pdf Accessed June 12, 2018.
47. Peng YL. Patient satisfaction survey as a quality control measure for nutrition counselling services. Available at: http://www.snda.org.sg/downloads/ publications/patient%20satisfaction%20survey%20 as%20quality%20control%20measure%20for%20 nutrition%20counselling%20service_poster.pdf Accessed June 15, 2018.