Hastanemiz anestezi polikliniğine başvuran hastaların memnuniyet durumlarının değerlendirilmesi
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Dosyalar
Tarih
2016
Yazarlar
Dergi Başlığı
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Yayıncı
Necmettin Erbakan Üniversitesi Meram Tıp Fakültesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Sağlık hizmetlerinin geliştirilmesi için gerekli olan öğelerin en iyi şekilde kullanılmasında, hasta beklenti ve memnuniyetinin dikkate alınması çok önemlidir. Hasta memnuniyeti, sağlık hizmetinde kalitenin önemli bir ölçüsüdür. Memnuniyete ilişkin bilginin kalite değerlendirmesinde, sağlık bakım hizmetlerinin şekillenmesinde ve yönetiminde önemli olduğu iyi bilinmektedir. Bu çalışmanın amacı Necmettin Erbakan Üniversitesi Meram Tıp Fakültesi hastanesi Anestezi polikliniğine başvuran hastaların memnuniyet düzeyini değerlendirmek ve hasta memnuniyetini etkileyen faktörleri saptamaktır. Gereç ve Yöntem: Anket araştırması, Necmettin Erbakan Üniversitesi Meram Tıp Fakültesi Hastanesi Anesteziyoloji ve Reanimasyon Anabilim Dalı'nda Kasım 2015 - Şubat 2016 tarihleri arasında poliklinik hizmeti almak üzere başvuran hastalarda yapıldı. Söz konusu dönemde, polikliniğe başvuran ve araştırmaya katılmayı kabul ederek aydınlatılmış onam formunu onaylayan 200 hasta çalışmaya alındı. T.C.Sağlık Bakanlığı Sağlık Hizmetleri Genel Müdürlüğü Sağlıkta Kalite ve Akreditasyon Daire Başkanlığı Ayaktan Hasta Memnuniyet Anketi ve 27.06.2015 tarih ve '29399' Sayılı Resmi Gazetede yayınlanarak yürürlüğe giren 'Memnuniyet Anketi' esas alınarak hazırlanan anket formu, poliklinik işlemlerinin bitiminde yüz yüze görüşme tekniği ile dolduruldu.Hastaların anestezi polikliniğine başvuruları ile anestezi onamlarını almaları arasında geçen süre ve ASA skorları kaydedildi. Bulgular: Ayaktan hasta memnuniyet katsayısı 90,32 olarak bulundu. Hastaların %72' sı kayıt işlemleri için, % 68,5'i tahlil/tetkik için çok beklemediğini, % 98'i doktorun, % 96'sı personelin kibar ve saygılı olduğunu belirtti. Gerekirse hastaneye yeniden başvurmayı düşünenler % 96, bir yakını için hastaneyi tavsiye edebileceğini söyleyenler % 92,5 olarak saptandı. Araştırmaya katılanların % 91,5'i poliklinikten genel olarak memnundu. Üniversite ve üstü eğitim seviyesinde ve okuryazar olmayan hastaların memnuniyet katsayısı diğer eğitim seviyelerine göre daha düşük bulundu (p=0,018). Hastaların anestezi polikliniğine başvuruları ile anestezi onamlarını almaları arasında geçen ortalama süre 3,00±1,014 saat idi. ASA skoru ile anestezi onamını almaları için geçen süre arasında istatistiksel olarak anlamlı fark yoktu (p=0,08). Cinsiyet (p=0,84) ve hastaların sosyal güvenceleri (p=0,77) ile genel memnuniyet düzeyi arasında anlamlı fark saptanmadı. Sonuç: Hastanemiz anestezi polikliniğine başvuran hastaların memnuniyet düzeyinin yüksek, üniversite ve üstü eğitim seviyesinde ve okur yazar olmayan hastalarda ise memnuniyet düzeyinin diğer eğitim seviyesindeki hastalara göre daha düşük olduğu saptandı. Tahlil/tetkik ve kayıt işlemlerindeki bekleme süresini kısaltacak çalışmalarında memnuniyet düzeyini arttırmada faydalı olacağı kanaatine varıldı. Anahtar Kelimeler: Anestezi polikliniği, hasta memnuniyeti, anket.
It is important to take into consideration of patient expectations and satisfaction in terms of the best utilization of required components that are necessary for the development of health services. Patient satisfaction is an important measure of the quality of healthcare. Assessment of information related to patient satisfaction is well known to be significant for formation and management of healthcare services. The aim of this study is to evaluate the level of the patients' satisfaction and detect factors affecting the satisfaction, who consulted to department of anesthesiology and reanimation clinic in Necmettin Erbakan University, Faculty of Medicine. Materials and Methods: This study was performed on patients who were consulted to the department of anesthesiology and reanimation clinic in Necmettin Erbakan University, Faculty of Medicine for time period of 4 months including November, 2015 – February, 2016. Within this period, 200 patients who applied to the clinic and accepted to participate in the study by approving informed consent form were included in the study. The survey form, which was prepared based on the 'Satisfaction Survey' that was effective after Outpatient Satisfaction Survey of Department of Quality and Accreditation in Health, General Directorate of Healthcare Services, Ministry of Health and in enactment with date of 06.27.2015 and issue number of 29399, by issuing in the Official Gazette was filled by conducting face to face interview. The time duration between patients application to the clinic and their receiving anesthesia consent and ASA scores were recorded. Results: Patient satisfaction coefficient was found as 90.32. Patients who said that they didn't wait too long for the registration process and assay/analysis tests were 72.0% and 68.5%, respectively. 98.0% of the patients stated the physician and 96.0% of the patients stated the health staff had been polite and respectful. If necessary, patients considering to reapply to the hospital was found to be 96.0% and the ones who said they could recommend the hospital to an acquaintance was found to be 92.5%. 91.5% of the participants were satisfied with the clinic in general. The patients with an education level of university and higher and illiterate had lower satisfaction coefficients compared with the other levels of education (p = 0,018). The average time duration between patients application to the clinic and their receiving anesthesia consent was 3,00 ±1,014 hours. There was no statistically significant difference between the time duration for receiving anesthesia consent and the ASA score(p=0,08). There was no statistically significant difference between general satisfaction level with gender (p = 0,84) and social security of the patients (p = 0,77). Conclusion: It was determined that the patients who consulted to the anesthesiology clinic in our hospital had high satisfaction levels, and the patients with an education level of university and higher and illutirate had lower satisfaction levels compared with the other levels of education. It was concluded that studies that will shorten the waiting time for analysis / examination and the registration process would be useful to increase the level of satisfaction. Keywords: Clinic of anesthesiology, patient satisfaction, survey
It is important to take into consideration of patient expectations and satisfaction in terms of the best utilization of required components that are necessary for the development of health services. Patient satisfaction is an important measure of the quality of healthcare. Assessment of information related to patient satisfaction is well known to be significant for formation and management of healthcare services. The aim of this study is to evaluate the level of the patients' satisfaction and detect factors affecting the satisfaction, who consulted to department of anesthesiology and reanimation clinic in Necmettin Erbakan University, Faculty of Medicine. Materials and Methods: This study was performed on patients who were consulted to the department of anesthesiology and reanimation clinic in Necmettin Erbakan University, Faculty of Medicine for time period of 4 months including November, 2015 – February, 2016. Within this period, 200 patients who applied to the clinic and accepted to participate in the study by approving informed consent form were included in the study. The survey form, which was prepared based on the 'Satisfaction Survey' that was effective after Outpatient Satisfaction Survey of Department of Quality and Accreditation in Health, General Directorate of Healthcare Services, Ministry of Health and in enactment with date of 06.27.2015 and issue number of 29399, by issuing in the Official Gazette was filled by conducting face to face interview. The time duration between patients application to the clinic and their receiving anesthesia consent and ASA scores were recorded. Results: Patient satisfaction coefficient was found as 90.32. Patients who said that they didn't wait too long for the registration process and assay/analysis tests were 72.0% and 68.5%, respectively. 98.0% of the patients stated the physician and 96.0% of the patients stated the health staff had been polite and respectful. If necessary, patients considering to reapply to the hospital was found to be 96.0% and the ones who said they could recommend the hospital to an acquaintance was found to be 92.5%. 91.5% of the participants were satisfied with the clinic in general. The patients with an education level of university and higher and illiterate had lower satisfaction coefficients compared with the other levels of education (p = 0,018). The average time duration between patients application to the clinic and their receiving anesthesia consent was 3,00 ±1,014 hours. There was no statistically significant difference between the time duration for receiving anesthesia consent and the ASA score(p=0,08). There was no statistically significant difference between general satisfaction level with gender (p = 0,84) and social security of the patients (p = 0,77). Conclusion: It was determined that the patients who consulted to the anesthesiology clinic in our hospital had high satisfaction levels, and the patients with an education level of university and higher and illutirate had lower satisfaction levels compared with the other levels of education. It was concluded that studies that will shorten the waiting time for analysis / examination and the registration process would be useful to increase the level of satisfaction. Keywords: Clinic of anesthesiology, patient satisfaction, survey
Açıklama
Anahtar Kelimeler
Anestezi, Anesthesia, Hasta memnuniyeti, Patient satisfaction, Hizmet kalitesi, Service quality, Sağlık hizmetleri, Health services
Kaynak
WoS Q Değeri
Scopus Q Değeri
Cilt
Sayı
Künye
Hanedan, B. M. (2016). Hastanemiz anestezi polikliniğine başvuran hastaların memnuniyet durumlarının değerlendirilmesi. (Yayınlanmamış tıpta uzmanlık tezi) Necmettin Erbakan Üniversitesi, Meram Tıp Fakültesi Cerrahi Tıp Bilimleri Bölümü Anesteziyoloji ve Reanimasyon Anabilim Dalı, Konya.
