PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS
PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS
Hospitals are health organizations that provide preventive, curative, rehabilitative and health promoting health services. The understanding that the health services offered by hospitals in order to meet the needs of the patients should be consistent with the existing professional knowledge and techniques and to provide the desired outputs has brought the concept of quality in health services to the agenda. There are two approaches about the quality of health care services; technical quality and perceived quality. While technical quality is the ability to present the routine knowledge of health professionals, perceived quality is the general judgment of health care users regarding the excellence of the health service offered. Inasmuch as patients can assess the quality as perceived quality more, this study is designed to allow patients to assess the health care they receive in terms of perceived quality. The objective of this study is to measure the physical qualities of public and private hospitals in Ankara and to evaluate the results a comparative way. The population of this study is composed of patients who visit public and private hospitals operating in Ankara between October 2015 and April 2016. Easy sampling method was used in the selection of the sample and 557 patients were evaluated by asking questions about the physical characteristics dimension specified in the Servqual Service Quality Scale. As a result of the analysis performed, statistically significant difference was found in all the expressions forming the physical quality dimension of the hospitals according to the properties of the hospitals (p <0,05). According to this, it is found that private hospitals have higher average score than public hospitals have in expressions of the hospitals have technological suitability and modern equipments (4,07 ± 1,07), hospital buildings are visually attractive (3,95 ± 1,09), hospital employees have good and clean appearance (4,30 ± 0, 99) and hospital is attractive with additional services as well as basic services offered (3,89 ± 1,07).This result can be explained by the fact that private hospitals are more recent structures, have more modern technology and equipments, they are profit-oriented institutions and therefore pay more attention to physical characteristics, taking into account patients' quality perceptions.
Keywords:
Hospital Health Services, Physical Quality,
___
- Devebakan, N. (2006). Sağlık İşletmelerinde Teknik ve Algılanan Kalite. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 8(1), 120-149.Donabedian, A. (1988). Quality Assessment and Assurance: Unity of Purpose, Diversity of Means. Inquiry, 25(1), 173-192.Erdem, Ş., and Uslu, H.N. (2010). Marka Değerinin Marka Genişlemesine Etkisi. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 19(1), 166-184.Gürsoy, A. (2013). Sağlık Sektöründe Hzmet Kaltesinn Servqual Ölçeğiyle Değerlendirlmesi: Bir Kamu Hastanesi Uygulaması. Yüksek lisan tezi, İstanbul Üniversitesi, İstanbul.Harput, S. (2014). Yeditepe Üniversitesi Hastanesinde Yatan Hastalarda Beklenen ve Algılanan Hizmet Kalitesinin Servqual Ölçeği ile Değerlendirilmesi. Yüksek Lisan Tezi, Beykent Üniversitesi, İstanbul.Has, L. (2015). Özel Diş Kliniğine Başvuran Hastalarda Beklenen ve Algılanan Hizmet Kalitesinin Servqual Ölçeği ile Değerlendirilmesine Yönelik Bir Çalışma. Yüksek lisan tezi, İstanbul Arel Üniversitesi, İstanbul.Li, M., Lowrie, D.B., Huang, C., Lu, X., Zhu, Y., Wu, X., Shayiti, M., Tan, Q., Yang, H., Chen, S., Zhao, P., He, S., Wang, X., and Lu, H. (2015). Evaluating Patients' Perception of Service Quality at Hospitals in Nine Chinese Cities by Use of the Servqual Scale. Asian Pacific Journal of Tropical Biomedicine, 5(6), 497-504.Lohr, K.N., and Schroeder, S.A. (1990). A Strategy for Quality Assurance in Medicare. New England Journal of Medicine, 322(10), 707-712.Mahapatra, S. (2013). A Comparative Study of Service Quality Between Private and Public Hospitals: Empirical Evidences from India. Journal of Medical Marketing, 13(2), 115-127.McAlexander, J.H., Kaldenburg, D.O., and Koenig, H.F. (1994). Service Quality Measurement. Marketing Health Services 14(3), 34.Pramanik, A. (2016). Patients’ Perception of Service Quality of Health Care Services in India: A Comparative Study on Urban and Rural Hospitals. Journal of Health Management, 18(2), 205-217.Ramanujam, P.G. (2011). Service Quality in Health Care Organisations: A Study of Corporate Hospitals in Hyderabad. Journal of Health Management, 13(2), 177-202.Schuster, M.A., McGlynn, E.A., and Brook, R.H. (1998). How Good is The Quality of Health Care in the United States?. Milbank Quarterly 76(4), 517-563.Singh, P. (2013). Comparıson of Servıce Qualıty Between Private and Public Hospitals: Empirical Evidences from Varanasi District in up. Paradigm, 17(1), 37-46.Sofaer, S., and Firminger, K. (2005). Patient Perceptions of the Quality of Health Services. Annual Review of Public Health, 26, 513-559.Taş, D. (2009). Sağlık Hizmet Kalitesinin Ölçümüne İlişkin Bir Uygulama. Yüksek lisans tezi, İstanbul Üniversitesi, İstanbul.Tengilimoğlu, D., Işık, O., and Akbolat, M. (2015). Sağlık İşletmeleri Yönetimi. Nobel Akademik Yayıncılık Eğitim Danışmalık: Ankara.Tomes, A.E., and Peng, S.C. (1995). Service Quality in Hospital Care: The Development of an in-Patient Questionnaire. International Journal of Health Care Quality Assurance, 8(3), 25-33.Torun, E. (2009). Dr. Sami Ulus Çocuk Hastalıkları Hastanesinde Beklenen ve Algılanan Hizmet Kalitesinin Servqual Ölçeği ile Değerlendirilmesi. Yüksek lisans tezi, Abant İzzet Baysal Üniversitesi, Bolu.Yazgan, M. (2009). Sağlık İşletmelerinde, Hizmet Kalitesinin Sağlık Hizmeti Sunan ve Sağlık Hizmeti Alan Taraflarca Değerlendirilmesi. Yüksek lisans tezi, Dokuz Eylül Üniversitesi, İzmir.Yörük, E. (2011). Hastanelerde Hizmet Kalitesinin Ölçülmesi: Afyonkarahisar İlinde Bir Araştırma. Yüksek lisans tezi, Afyon Kocatepe Üniversitesi, Afyonkarahisar.Zeithaml, V.A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis Of Evidence. The Journal of Marketing, 52(3), 2-22.Zifko-Baliga, G.M., and Krampf, R.F. (1997). Managing Perceptions of Hospital Quality. Marketing Health Services, 17(1), 28-35.
- Yayın Aralığı: Yılda 2 Sayı
- Başlangıç: 2015
- Yayıncı: Sedat BOSTAN
Sayıdaki Diğer Makaleler
PROGRESS OF MOBILE HEALTH: USES AND BENEFITS
THE RELATIONSHIP BETWEEN CYBER LOAFİNG AND JOB SATISFACTION IN HEALTHCARE EMPLOYEE
Yunus Emre ÖZTÜRK, Hilal AKMAN DÖMBEKCİ, Müjdat YEŞİLDAL
Nilüfer KORKMAZ YAYLAGÜL, Suzan YAZICI, Ahmet Melik BAŞ, Yusuf Cem YERLİ
THE EFFECTS OF INTERNAL MARKETING ACTIVITIES ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR