Hatice SAYILAN, Ali ARSLANOĞLU, Mehmet Kaan KIRALİ

The Measurement of Outpatient Satisfaction in a Training and Research Hospital

Introduction: One of the important goals of quality in healthcare service is to ensure patient satisfaction. The objective of this study is to assess the satisfaction levels of patients receiving treatment at the outpatient clinics of a training and research hospital. Patients and Methods: The study was conducted in a cross-sectional and descriptive design. The survey method, comprising questions determined by the researchers through a comprehensive review of the literature, was employed. The reliability of the survey items was assessed using Cronbach’s alpha. The calculated Cronbach’s alpha value was 0.936, indicating the high reliability of the survey instrument. Results: In the study, the majority of participants were male, accounting for 52.4% of the total sample. Additionally, a large proportion of participants (51%) were under the age of 40. Regarding educational background, the highest percentage of participants (44.5%) had completed primary education. The level of satisfaction with medical services was high (4.24 ± 0.91), nursing services received a high level of satisfaction (4.13 ± 1.05), laboratory services were also highly rated for satisfaction (4.15 ± 1.05), radiology services were associated with a high level of satisfaction (4.16 ± 1.00), and participants expressed a high level of satisfaction with other services (3.83 ± 1.02). There were no significant differences in patient satisfaction scores based on gender and age. However, a significant difference was observed in patient satisfaction scores based on education status.

Keywords:

Patient satisfaction quality of healthcare, health services, outpatient,

PDF

___

1. Arslanoğlu A. Kalite Yönetimi. Hastane Yönetiminde 4 boyut. Ankara, Nobel Akademik Yayıncılık, 2018.
2. Arslanoğlu A, Bektemür G, Gemlik HN. İçsel pazarlamanın çalışanların iş tatmini üzerine etkisi. Sağlık Sosyal Araştırmalar Derg 2020;2(2):22-34.
3. Yazan T, Şengül S, Girgin A. Health services and patient satisfaction. Acta Med 2018;2(1):24-9. [Crossref]
4. Keten Edis E, Hupal AF. Patient satisfaction in an oral and dental health center (ADSM). J Performance Quality Healthcare 2018;14(2):11-23.
5. Akın S, Kurutkan MN. Examination of the concept of patient satisfaction with bibliometric analysis method. Sag Aka J 2021;8(1):71-84.
6. Ekici D. Total quality management in healthcare. Ankara, Sim Printing, 2013.
7. Bakır Y. Marketing activities in health institutions, customer satisfaction. Mustafa Kemal University Institute of Social Sciences. Hatay, Unpublished Master’s Thesis, 2006.
8. Yılmaz M. Patient satisfaction: A criteria of healthcare quality. J Cumhuriyet Uni Sch Nurs 2001:5(69):74-9.
9. Boudreaux ED, Mandry CV, Wood K. Patient satisfaction DATA as a quality indicator: A tale of two emergency departments. Acad Emerg Med 2003;10:261-8. [Crossref]
10. Kırılmaz H, Öztürk K. A research on patient satisfaction in family medicine. Sag Aka J 2018;5(1):60-70. [Crossref]
11. Güven E. Patient satisfaction in health management: An example of a state hospital. Int J Soc Stu 2021;17(37):4873-93.
12. Gökkaya D, İzgüden D, Erdem R. Patient satisfaction research in city hospital: Isparta province sample. Süleyman Demirel Uni Visionary J 2018;9(20):136-48. [Crossref]
13. Kılıç T, Topuz R. The effect of communication with patients on patient satisfaction: Comparison of private, state and university hospitals. J Performance Quality Healthcare 2015;9(1):78-95.
14. Bekmezci EN, Aktepe A, Ersöz S. An application on patient satisfaction measurement in the health sector with confirmatory factor analysis. 8th International Symposium on Innovative Technologies in Engineering and Science, 2020.
15. Bişkin F. The effect of perceived service quality on patient satisfaction in healthcare establishments: An application in Konya. IREM 2018;6(1):50- 73. [Crossref]
16. T.C. Sağlık Bakanlığı. Sağlıkta Kalite Standartları-Hastane Seti. 2020.
17. Demirci A, Öztürk Z, Hatipoğlu S. The analysis of patient satisfaction and related factors in Bakırköy Dr. Sadi Konuk Training and Research Hospital. Bakırköy Med J 2018;14:63-70. [Crossref]
18. Bad KL, Simbolon OM, Tresia Butar-Butar ME. Evaluation of patient satisfaction with pharmaceutical services at the outpatient pharmacy installation UPTD puskesmas sungai boh. J Farmasi Etam 2023;2(2):167- 76.
19. Ren W, Sun L, Silver Tarimo C, Li Q, Wu J. The situation and influencing factors of outpatient satisfaction in large hospitals: Evidence from Henan province, China. BMC Health Services Res 2021;21:500. [Crossref]
20. Tang, L. The influences of patient’s trust in medical service and attitude towards health policy on patient’s overall satisfaction with medical service and sub satisfaction in china. BMC Public Health 2011;11:472. [Crossref]
21. Yu W, Li M, Xue C, Wang J, Liu J, Chen H, Zhang L. Determinants and influencing mechanism of outpatient satisfaction: A survey on tertiary hospitals in the people’s republic of china. Patient Prefer Adher 2016;10:601-12. [Crossref]
22. Michael GC, Grema BA, Ashimi AO, Olawumi AL, Umar ZA, Mahmoud Z, Aji SA. Predictors of satisfaction with Wound Care Services in an outpatient setting in Kano, Nigeria. West African J Med 2022;39(8):800- 7.
23. Mersinlioğlu G, Öztürk H. The satisfaction level of patients admitted to the emergency service from their nursing services. J Health Nurs Manag 2015:2(2):70-82.
24. Kırılmaz H. Examination of the factors affecting patient satisfaction within the framework of performance management in health services: A field study on outpatients. Acıbadem Uni J Health Sci 2013;4(1):11-21.
25. Ajam AA, Xing B, Siddiqui A, Yu JS, Nguyen XV. Patient satisfaction in outpatient radiology: Effects of modality and patient demographic characteristics. J Patient Exp 2021;8:1-8. [Crossref]
26. Zhou X, He Q, Li Q, Kuang J, Han Y, Chen J. Factors associated with outpatient satisfaction in provincial tertiary hospitals in nanchang, China: A structural equation modeling approach. Int J Environ Res Public Health 2022:19:8226. [Crossref] 27. Arslanoğlu A, Varol S. Hastane fiziki yapısının hasta memnuniyetine etkisi. Sağlık Sosyal Refah Araştırmaları Derg 2022;4(2):203-17. [Crossref]

ISSN: 2149-2972
Yayın Aralığı: Yılda 3 Sayı
Başlangıç: 1990
Yayıncı: Sağlık Bilimleri Üniversitesi, Kartal Koşuyolu Yüksek İhtisas Eğitim ve Araştırma Hastanesi