Patient satisfaction with outpatient health care services: evaluation of the components of this service using regression analysis

OBJECTIVE: In health care services, patient’s expectations, and satisfaction levels are important markers of the services provided. The aim of this study is to determine patient satisfaction level, and its influential factors in patients receiving treatment on an ambulatory basis who applied to a state hospital.
METHODS: In this cross-sectional study a total of 210 patients were face-to-face interviewed, and patient satisfaction questionnaire survey was performed. Socioeconomic characteristics, physical conditions of the hospital, pecularities of the health care providers, and satisfaction from health care services received were questioned independently. Regression analysis was performed to investigate factors effective on patient satisfaction.
RESULTS: A significant correlation was not found between sociodemographic factors, and patient satisfaction (p<0.05). Favourable patient acceptance of the health care services received is effected by the duration of the waiting period. Communication skills of the health care professionals have been found to be the fundamental factors effective on the preference or recommendation of a certain health care institute once more (p<0.005).
CONCLUSION: Empowering the communication skills of health care professionals, and decreasing the waiting
period were found to be necessary in order to increase the satisfaction levels of ambulatory patients.

Poliklinik Hizmetlerinde Hasta Memnuniyeti: Hizmetin Bileþenlerinin Regresyon Analizi ile Deðerlendirilmesi

AMAÇ: Saðlýk bakým hizmetlerinde hasta beklentileri ve memnuniyet düzeyleri sunulan hizmet kalitesinin önemli bir belirtecidir. Bu çalýþmanýn amacý; bir devlet hastanesinde ayaktan tedavi hizmeti alan hastalarda, hasta memnuniyet düzeyini ve bu memnuniyete etki eden faktörleri belirlemektir.
YÖNTEMLER: Çalýþma kesitsel bir çalýþmadýr, toplam 210 hastayla yüz yüze görüþmelerde memnuniyet anketi uygulanmýþtýr. Hastalarýn sosyo-demografik özellikleri, hastanenin fiziksel koþullarý, saðlýk hizmeti sunanlarýn özellikleri ve alýnan saðlýk hizmetinden memnuniyet ayrý ayrý sorgulanmýþtýr. Regresyon analizi yapýlarak memnuniyete etki eden faktörler araþtýrýlmýþtýr.
BULGULAR: Sosyo-demografik faktörler ve hasta memnuniyeti arasýnda anlamlý iliþkisi bulunmamýþtýr (p<0.05). Alýnan hizmetin iyi kabul edilmesi bekleme süresinden etkilenmektedir. (p<0.005). Saðlýk çalýþanlarýnýn iletiþimi ayný kurumu tekrar tercih etme ve tavsiye etmeye sebep olan temel faktörler olarak bulunmuþtur (p<0.005).
SONUÇ: Saðlýk çalýþanlarýnýn iletiþim becerilerinin güçlendirilmesi ve bekleme süresinin azaltýlmasý ayaktan hasta memnuniyetini arttýrmak için gerekli bulunmuþtur.