Aylin SARI, Selin SÜSLÜ, Özlem AYAZ, Başak BİLİR KAYA

Polikliniğe Başvuran Hastaların Sağlık Hizmet Algısına Yaşam Kalitesi Ve Sosyodemografik Özelliklerinin Etkisi

Amaç: Bir Fizik Tedavi ve Rehabilitasyon Hastanesinde polikliniğe başvuran hastaların yaşam kalitesi ve sosyo-demografik özelliklerinin sağlık hizmet algısına etkisini belirlemek amacıyla kesitsel olarak planlanmıştır. Yöntemler: Kesitsel tipteki bu çalışma 15 Haziran- 15 Eylül 2019 tarihleri arası 1 aylık dönemde Fizik Tedavi ve Rehabilitasyon Hastanesi polikliniğine başvuran hastalardan araştırmaya katılma kriterlerini karşılayan ve onam veren ilk 236’sı kadın, 131’i erkek olmak üzere toplam 367 hastada uygulanmıştır. Veriler hastaların sosyo-demografik özellikleri ve memnuniyet düzeylerini ölçen yapılandırılmış form ve hastanın genel algıladığı yaşam kalitesini ölçmek amacıyla geliştirlen Nottingham Sağlık Profili Ölçeği (NSP) kullanılarak toplanmıştır. Bulgular: Yaş değerleri ile toplam memnuniyet ortalama puanları arasında pozitif yönde istatistiksel olarak anlamlı korelasyon gözlenmiştir (r=0,215 p=0,0001). Okur-Yazar grubunun toplam memnuniyet ortalama puanları diğer gruplarından istatistiksel olarak anlamlı derecede yüksek bulunmuştur (p=0,032, p=0,005). Hastaneyi Tavsiye Etme (+) grubunun toplam memnuniyet ortalama puanları Hastaneyi Tavsiye Etme (-) grubundan istatistiksel olarak derecede yüksek bulunmuştur (p=0,0001).NSP Ağrı ortalama puanları ile toplam memnuniyet ortalama puanları arasında pozitif yönde istatistiksel olarak anlamlı korelasyon gözlenmiştir (r=0,176 p=0,001). Sonuç: Sağlık hizmet algısı hasta-hastane iletişiminde çok farklı faktörlerden etkilenebilir.Yaş, eğitim düzeyi, hastaneyi tavsiye etme durumu ve ağrı varlığı çalışmamızda ilişkili bulduğumuz önemli parametrelerdir. Sunulan hizmetin geliştirilmesinde tüm faktörlerin detaylı bir şekilde incelenip tanımlanması yol gösterici olacaktır.

Anahtar Kelimeler:

yaşam kalitesi, sağlık hizmet algısı, memnuniyet

The Effect of Quality of Life and Sociodemographic Characteristics of Patients on Health Service Perception

Aim: To determine the effect of quality of life and sociodemographic characteristics of patients admitted to the outpatient clinic of a Physical Therapy and Rehabilitation Hospital on Health Service Perceptions. Methods: This cross-sectional study was conducted on a total of 367 patients (236 female, 131 male) who met the criteria of participation in the study and applied to the policlinic at a Physical Therapy and Rehabilitation Hospital between June 15 and September 15, 2019. Data were collected using a structured form measuring the socio-demographic characteristics and satisfaction levels of the patient and Nottingham Health Profile Scale (NHP) to measure the general perceived quality of life of the patient. Results: A statistically significant correlation was found between age values and total satisfaction mean scores (r = 0.215 p = 0.0001). Total satisfaction average scores of the literate group were found to be significantly higher than the other groups (p = 0.032, p = 0.005).The total satisfaction mean scores of the Hospital Advise (+) group were found to be statistically higher than the Hospital Advise (-) group (p = 0.0001). There was a statistically significant correlation between NHP Pain average scores and total satisfaction mean scores (p = 0.001). Conclusion: Health service perception may be affected by many different factors in patient-hospital communication. Age, education, hospital referral status and presence of pain are important parameters that we defined in our study. In the development of the health service provided, it will be guided to examine and define all factors in detail.

Keywords:

quality of life, health service perception, satisfaction,

PDF

___

1. World Health Organization. Health Education and Health Promotion Unit. (‎2003)‎. Health and development through physical activity and sport. Geneva:World Health Organization. http://www.who.int/iris/handle/10665/67796 2. Press I, Patient Satisfaction: Defining, Measuring, And Improving The Experience Of Care. Chicago: Health Administration Pres. 2002:88. 3. Kücükdevecı A, Mckenna S, Kutlay S, Gürsel Y, Whalley D, Arasıl, T. The Development And Psychometric Assessment Of The Turkish Version Of The Nottingham Health Profile. Int J Rehabil Res. 2000;23(1):31-38. 4. Núñez E, de Adana Ruiz R. Incorporate hemodialysis patient's satisfaction to quality management. J Healthc Qual Res. 2019; 34(5): 266-271. 5. Quintana J, González N, Bilbao A, Aizpuru F, Escobar A, Esteban C. et al. Predictors of Patient Satisfaction with Hospital Health Care. BMC Health Serv Res.2006; 6: 102. 6. Rodgers Vivien, Nevılle Stephen, La Grow Steven. Health, functional ability and life satisfaction among older people 65 years and over: a cross-sectional study. Contemp Nurse. 2017; 53.3: 284-292. 7. Hargraves JL, Wilson IB, Zaslavsky A, James C, Walker JD, Rogers G, Cleary PD: Adjusting for patient characteristics when analyzing reports from patients about hospital care. Med Care.2001, 39: 635-641. 8. Jaipaul CK, Rosenthal GE: Are older patients more satisfied with hospital care than younger patients? J Gen Intern Med. 2003, 18: 23-30. 9. Elagi A A A, Jaber B A, Wassly A H A, Ahmed R M S, Bosily F A A. (2019). Public's perception and satisfaction on the role and services provided by family physicians in Saudi Arabia: A cross-sectional study. J Family Med Prim Care.2019; 8(10): 3282. 10. Carr-Hill, Roy A. The measurement of patient satisfaction. Journal of public health. J Public Health (Oxf).1992;14.3: 236-249. 11. Crow R, Gage H, Hampson S, Hart J, Kimber A, Storey L, Thomas H: The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature. Health Technol Assess. 2002, 6: 1-244. 12. John J: Patient satisfaction: the impact of past experience. J Health Care Mark. 1992; 12: 56-64. 13. Hall JA, Dornan MC: Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta-analysis. Soc Sci Med. 1990, 30: 811-818. 14. Daig I, Herschbach P, Lehmann A, Knoll N, Decker O. Gender and age differences in domain-specific life satisfaction and the impact of depressive and anxiety symptoms: a general population survey from Germany. Qual Life Res 2009; 18: 669-678. 15. Oishi S, Diener E, Lucas RE. The optimum level of well-being: Can people be too happy? Perspect Psychol Sci 2007; 2: 346-360. 16. Baker R, Mainous Iii A G, Gray D P, Love M M.Exploration of the relationship between continuity, trust in regular doctors and patient satisfaction with consultations with family doctors. Scand J Prim Health Care.2003; 21(1): 27-32.