Farideh ROSTAMİ, Aliasghar NADİ, Ghasem ABEDİ, Mohammad MOOSAZADEH, Ehsan ABEDİNİ, Fatemeh KHOSRAVİ SHADMANİ, Kamyar MANSORİ

İran'ın Sari kentindeki hastanelerde hastaların güvenlik duygusu ve hizmet kalitesindeki boşluk arasındaki ilişki

Amaç: Bu çalışmada, 2015 yılında seçilen hastanelerdeki hastaların güvenlik duygusu ile hizmet kalitesi arasındaki ilişkinin incelenmesi amaçlamıştır.Gereç ve Yöntem: Bu çalışmada uygulamalı araştırma olarak tanımlayıcı-analitik bir yaklaşım izlenmiştir. Çalışmamızda, Gemshahr'daki Vali Asr Hastanesi'ne ek olarak Sarı’da ki, İmam ve Shafa Hastanelerinin dahiliye, cerrahi, kadın ve çocuk koğuşlarında en az 24 saat yatan 600 hasta yer almıştır. Veriler, iki kısımdan oluşan standart SERVQUAL anketi ile toplanmıştır; bu kısımlardan biri demografik, diğeri ise 22 beş-puanlık özelleşmiş Likert ölçekli sorular ve akabinde 76 beş-puanlık hastaların güvenlik duygusuyla ilgili Likert ölçekli sorulardan oluşmaktadır.Bulgular: Çalışmanın sonuçları, aralığın ortalama, medyan ve mod değerlerinin (algı ve beklentiler arasındaki mesafe) 0.46 standart sapma ile sırasıyla -0.61, 0.59, -0.55'e eşit olduğunu göstermiştir. Boşluk ve güvenlik duygusu arasındaki ilişki incelendiğinde, Spearman korelasyon katsayısının 0.289 olduğu ve bu iki unsur arasında anlamlı bir ilişki olduğu görülmüştür.Sonuç: Hizmetteki noksanlık ile hastaların güvenlik duygusu arasındaki doğrudan ilişki göz önüne alındığında, hastanelerin hizmet kalitesini iyileştirmek için özel fırsatların sağlanması esastır.

Anahtar Kelimeler:

güvenlik duygusu

Relationship between the patients’ sense of security and the gap in the quality of services in hospitals of Sari city, Iran

Purpose: This study aimed to investigate the relationship between the patients’ sense of security and the gap in the quality of services in the selected hospitals in the year 2015.Materials and Methods: The present study, as applied research, followed a descriptive-analytical approach. The sample used in this study comprised 600 patients, hospitalized in Imam and Shafa Hospitals in Sari, in addition to ValiAsr Hospital in Ghaemshahr, with at least 24 hours in internal, surgery, women, and children wards. The data were initially collected through the standard SERVQUAL questionnaire with two sections of demographic and specific questions including 22 five-point Likert scale questions, and one other 76 five-point liker scale questions regarding the sense of security among the patients. Results: The results of the study showed that the mean, median, and mode values of the gap (the distance between perceptions and expectations) equaled -0.61, 0.59, -0.55, respectively, with the Standard Deviation of 0.46. Through examining the relationship between gap and sense of security, it was observed that Spearman correlation coefficient was 0.289, which showed a significant relationship between the two elements.Conclusion: Given the direct relationship between the gap in services and the patients’ sense of security, it is essential that specific opportunities to be provided for the hospitals to improve their service quality.

Keywords:

sense of security,

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