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Bu çalışma, Türkiye’de faaliyet gösteren özel hastanelere ve devlet hastanelerine yönelik internette paylaşılan yorum ve şikâyetlerin betimlenmesini amaçlamaktadır. Araştırmanın veri kaynağı, sikayetvar.com sitesidir. Araştırmanın verileri sikayetvar.com sitesine “devlet hastanesi” ve “özel hastane” anahtar sözcüklerinin girilmesi yoluyla elde edilmiştir. Araştırma, 01 Ocak 2017-31 Aralık 2017 dönemini kapsamaktadır. Araştırma kapsamında özel hastanelere yönelik 522 adet şikâyetin yapıldığı belirlenmiştir ve 522 şikâyet 23 değişken altında toplanmıştır. Özel hastanelerden şikâyette ilk sırayı 86 adet şikâyet ile hekim ilgisizliği ve nezaketsizliği oluşturmaktadır. Araştırma kapsamında devlet hastanelerine yönelik 723 adet şikâyetin yapıldığı saptanmıştır ve 723 şikâyet 21 değişken altında toplanmıştır. Devlet hastanelerinden şikâyette ilk sırayı 155 adet şikâyet ile hekim ilgisizliği ve nezaketsizliği oluşturmaktadır. Şikâyetleri etkili bir şekilde yönetmek için birimlerin oluşturulması ve bu birimlerde çalışacak personelin şikâyet yönetimi konusunda nitelikli ve deneyimli olması önerilmektedir. Ayrıca sağlık hizmet sunucularının da şikâyet çözüm sürecine dâhil edilmesi gerektiği düşünülmektedir.
The purpose of this study is to determine the comments and complaints shared on the Internet towards private and public hospitals, operating in Turkey. The source of data for this research is "WEB The data of the study was obtained by entering the keywords "public hospital" and "private hospital" at sikayetvar.com site. The research included the periods of January 01-December 31, 2017. In the scope of the research, it was determined that 522 complaints were made for private hospitals, and 522 complaints were collected under 23 variables. The first order of complaints from private hospitals was the disinterest and disrespect of the physician with 86 complaints. Within the scope of the research, 723 complaints were made for public hospitals, and 723 complaints were collected under 21 variables. The first order of complaints from public hospitals was the disinterest and disrespect of the physician with 155 complaints. It is proposed that the units should be created in order to manage the complaints effectively and that the staff working in these units should be qualified and experienced in complaint management. It is also thought that health service providers should be included in the complaints resolution process.
The purpose of this study is to determine the comments and complaints shared on the Internet towards private and public hospitals, operating in Turkey. The data source for this research is "sikayetvar.com". The data of the study was obtained by entering the keywords "public hospital" and "private hospital" at sikayetvar.com site. The research included the periods of January 01-December 31, 2017. In the scope of the research, it was determined that 522 complaints were made for private hospitals, and 522 complaints were collected under 23 variables. The first order of complaints from private hospitals was the disinterest and disrespect of the physician with 86 complaints. Within the scope of the research, 723 complaints were made for public hospitals, and 723 complaints were collected under 21 variables. The first order of complaints from public hospitals was the disinterest and disrespect of the physician with 155 complaints. It is proposed that the units should be created in order to manage the complaints effectively and that the personnel working in these units should be qualified and experienced in complaint management. It is also thought that health service providers should be included in the complaints resolution process.
Field : Sosyal, Beşeri ve İdari Bilimler
Journal Type : Uluslararası
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