Hastanemiz Anestezi Polikliniğine Başvuran Hastaların Memnuniyet Durumlarının Değerlendirilmesi
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Tarih
2017
Dergi Başlığı
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Yayıncı
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. Bu çalışmanın amacı, Necmettin Erbakan Üniversitesi Meram Tıp Fakültesi Hastanesi Anestezi Polikliniğine başvuran hastaların memnuniyet düzeyini değerlendirmek ve hasta memnuniyetini etkileyen faktörleri saptamaktır.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. 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. Ayaktan hasta memnuniyet katsayısı 90.32 olarak bulundu. Hastaların %72’si kayıt işlemleri için, %68.5’i tahlil/tetkik için çok beklemediğini, %98’i doktorun, %96’sı personelin kibar ve saygılı olduğunu belirtti. Üniversite ve üstü eğitim seviyesinde ve okur yazar olmayan hastaların memnuniyet katsayısı diğer eğitim seviyelerine göre daha düşük bulundu (p0.01). Hastaların anestezi polikliniğine başvuruları ile anestezi onamlarını almaları arasında geçen ortalama süre 3.001,014 saat idi. ASA skoru ile anestezi onamını almaları için geçen süre arasında istatistiksel olarak anlamlı fark yoktu (p0.08). 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.
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. The aim of this study was 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, Meram Faculty of Medicine. This study was performed on patients who were consulted to the Department of Anesthesiology and Reanimation Clinic, at the Necmettin Erbakan University, Meram Faculty of Medicine for time period of 4 months between November 2015 and 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 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. Patient satisfaction coefficient was found as 90.32. Patients who indicated that they did not wait too long for the registration process and assay/analysis tests were 72% and 68.5%, respectively. 98% of the patients stated the physician and 96% of the patients stated the health staff were polite and respectful. The patients having university level and higher education illiterated lower satisfaction coefficients compared with the other levels of education (p 0.01). 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 (p0.08). 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 illutirated 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.
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. The aim of this study was 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, Meram Faculty of Medicine. This study was performed on patients who were consulted to the Department of Anesthesiology and Reanimation Clinic, at the Necmettin Erbakan University, Meram Faculty of Medicine for time period of 4 months between November 2015 and 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 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. Patient satisfaction coefficient was found as 90.32. Patients who indicated that they did not wait too long for the registration process and assay/analysis tests were 72% and 68.5%, respectively. 98% of the patients stated the physician and 96% of the patients stated the health staff were polite and respectful. The patients having university level and higher education illiterated lower satisfaction coefficients compared with the other levels of education (p 0.01). 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 (p0.08). 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 illutirated 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.
Açıklama
Anahtar Kelimeler
Anestezi polikliniği, Hasta memnuniyeti, Anket, Clinic of anesthesiology, Patient satisfaction, Survey
Kaynak
Selçuk Tıp Dergisi
WoS Q Değeri
Scopus Q Değeri
Cilt
33
Sayı
1
Künye
Hanedan, B. M., Tavlan, A., Yılmaz, R,, Tuncer Uzun, S. (2017). Hastanemiz anestezi polikliniğine başvuran hastaların memnuniyet durumlarının değerlendirilmesi. Selçuk Tıp Dergisi, 33, 1, 10-14.
