Abstract:

Objective: The basic objective of 112 Emergency Health Services is to perform the first intervention to the patient/injured ones within the shortest time of period and to keep their survival. In recent years, patient satisfaction has an important place as a result measurement of health maintenance quality. This study aimed to determine satisfaction level of the people who obtained services from Konya 112 Emergency Health Services and to determine the factors affecting this case. Material and Method: A questionnaire form interrogating demographic features and satisfaction level of the people has been used. The people who had service before had been called via their existing phone numbers at Emergency Health Services Registry system and the questions included in the questionnaire form were asked. The data has been assessed through entering into SPSS 16.0 program. Results: Totally 5357 people had been attended to study and 3518 of those granted full mark (100). Average satisfaction level was calculated as 93,88 ± 13,04. 34,6% (n=1092) of them had been determined that they obtained service from Konya 112 Emergency Health Services within time period less than 1 year. No any meaningful difference was seen at satisfaction level subject to gender. While the women were giving high mark to questions including acknowledgement, the men gave high points against to questions about information, skill and attitude of health personnel. As far as education level of the people increases the satisfaction level decreases. The satisfaction level of 17-30 years old patient group was lower than other age groups. Conclusion:Although the expectations of service quality are often neglected due to the reasons such as panic, anxiety, and general condition disorders due to emergency situations in the provision of pre-hospital emergency health services, Konya 112 Emergency Health Services patient satisfaction rate is quite high (93.88% ). Key Words: Patient Satisfaction, Health personnel, Emergency Health Services

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