Hasta Memnuniyetini Etkileyen Faktörlerin Sağlık Hizmetlerinde Performans Yönetimi Çerçevesinde İncelenmesi: Poliklinik Hastaları Üzerine Bir Alan Araştırması

Authors : Harun Kirilmaz

Pages : 11-21

View : 26 | Download : 7

Publication Date : 2013-03-01

Article Type : Research

Abstract :Purpose: This research was performed in 6 hospitals dependent on the Ministry of Health in order to examine the influence of educational background, age and salary income on a patient satisfaction. Patients and Methods: In the research there were assessed opinions of outpatients considering health care; they were compared according to educational background, age and salary income. In the analysis of the data there were used descriptive statistical methods as well as one-way analysis of variance One-Way ANOVA and factor analysis. Moreover 27 variables were analyzed by using factor analysis to investigate factor structure. Results: In the result of the research, according of the obtained findings, there was determined that the level of satisfaction of outpatients is high. Moreover, there was found a significant difference between levels of patient satisfaction according to their education, age and salary income. The study showed the relative importance of the 27 variables in influencing patient satisfaction. Factor analysis yielded a five-factor model that explained 57,642% of total variance. Conclusion: There was assessed that the Performance Management Model of Ministry of Health improved citizen satisfaction regarding health care.
Keywords : performance management, health care, patient satisfaction