Özet:

Objective: Performance measurements that we use to evaluate the activity and quality of health services, aims to make an improvement and enhancement. This study’s purpose is to investigate the satisfaction levels of inpatients and outpatients who were provided treatment at Mustafa Kemal University Medical Practice and Research Hospital, and to analyze the possible relevant sociodemographic, physical and human factors. Material and Methods: This cross-sectional study was conducted in February-March 2015. Different surveys were applied to 105 inpatients and 101 outpatients, as two different groups. Surveys involve satisfaction-based questions about the sociodemographic characteristics of the patients, physical and stuff-related conditions of the hospitals. Satisfaction-based questions are in the form of five point likert scale. 4 points and more were accepted as ‘satisfied’. Whitney-U and Kruskall Wallis tests were used in analyses. Results: It was determined that 56% of the outpatients were women, 39.6% were at most primary school graduate, 51.5% lived in city center, 87.1% had social security, and 51.5% had come to the hospital before. 82.5% of the patients were satisfied with doctors, 87.6% satisfied with attitudes of the healthcare personnel, 63.7% satisfied with hospital’s general conditions. It was also determined that 50.5% of the inpatients were men, 57.2% were at most primary school graduate, 43.8% had social security and 48.6% had come to our hospital before. 73.8% of the inpatients were satisfied with doctors, 79% were satisfied with nurses, 78.1% satisfied with attitudes of the health personnel, 64.8% satisfied with room conditions, 49.0% satisfied with the hospital’s food, and 62% were satisfied with hospital’s general condition. Tradesmen and farmers were determined to be more satisfied in comparison to workers and civil servants; primary school graduates (at most) were found to be more satisfied than secondary and higher graduates (p<0.05). Conclusion: Inpatients and outpatients were found to be satisfied with hospital’s health services in general; however, satisfaction levels related with medical personnel were determined to be higher than general satisfaction with the hospital

Anahtar Kelimeler: