Hasta memnuniyeti araştırması: Bir devlet hastanesinin acil kliniğine başvuran hastaların memnuniyet düzeyleri
Hasta memnuniyeti araştırması: Bir devlet hastanesinin acil kliniğine başvuran hastaların memnuniyet düzeyleri
Yazar: Topal, Fatih; Şenel, Engin; Topal, Firdevs; Mansuroğlu, Cem
Dergi: Cumhuriyet Tıp Dergisi, Vol. 35 No. 2, 2012
Anahtar kelimeler: Emergency department, satisfaction, patient, survey ; Acil servis, memnuniyet, hasta, anket

Özet Amaç. Hastanelerin acil servisleri hastaların kabul edilmesi zorunlu olduğu, kesintisiz hizmet sunmak üzere ayrılmış servislerdir. Bu tanımlayıcı ve ileriye dönük anket çalışmasının amacı bir devlet hastanesi acil polikliniğine Ocak 2011-Aralık 2011 aylarında başvuran hastaların memnuniyet düzeylerini değerlendirmektir. Yöntem. On altı yaşından büyük, onay formu imzalamış 440 hasta çalışmaya alındı. Hastalara anket formunda 1 tanesi açık 31 tanesi kapalı uçlu toplam 32 soru soruldu. Çalışmaya başlamadan önce çalışmaya katılacak olan paramediklere çalışma hakkında eğitim verildi. Bulgular. Anket sonuçlarına göre acil servisimizin fiziki koşullarından hastaların yaklaşık %95’i ve genel olarak hastanemiz acilinden hastalarımızın yaklaşık %97’si memnundu. Sonuç. Hasta memnuniyeti anketleri, sağlık hizmetlerinin planlaması, sunumu ve iyileştirilmesinde yön gösterici bir rol üstlenmektedir. Daha kaliteli hizmet verilmesi için bu anketlerin periyodik olarak uygulanması yararlı olacaktır. Anahtar sözcükler: Acil servis, memnuniyet, hasta, anket   Abstract Aim. Emergency departments of hospitals are obliged to accept patients and dedicated to provide uninterrupted public service. The objection of this descriptive and prospective study was conducted to evaluate the satisfaction levels of the patients who admitted to a public hospital emergency department between 01 January 2011 and 31 December 2011. Methods. 440 patients older than 16 years were enrolled in the study and all of them signed informed consent form. A total of 32 questions (31 close and 1 open-ended) were included in the questionnaire. Paramedics participating in this study were informed and educated before the onset of the study about the study process. Results. According to the survey results a total of 95 % of the patients were satisfied with the physical conditions of the emergency clinic of our hospital. In general, 97 % of the patients were contented with our emergency clinic. Conclusion. Patient satisfaction surveys play a leading role on the planing, delivery and improvement of health services. Periodical implementation of these surveys would be useful to provide increase the quality of the services. Keywords: Emergency department, satisfaction, patient, survey

Aim. Emergency departments of hospitals are obliged to accept patients and dedicated to provide uninterrupted public service. The objection of this descriptive and prospective study was conducted to evaluate the satisfaction levels of the patients who admitted to a public hospital emergency department between 01 January 2011 and 31 December 2011. Methods. 440 patients older than 16 years were enrolled in the study and all of them signed informed consent form. A total of 32 questions (31 close and 1 open-ended) were included in the questionnaire. Paramedics participating in this study were informed and educated before the onset of the study about the study process. Results. According to the survey results a total of 95 % of the patients were satisfied with the physical conditions of the emergency clinic of our hospital. In general, 97 % of the patients were contented with our emergency clinic. Conclusion. Patient satisfaction surveys play a leading role on the planing, delivery and improvement of health services. Periodical implementation of these surveys would be useful to provide increase the quality of the services.