Özet:

Purpose: Health institutions must investigate, learn, evaluate and take action on how their services are perceived by their users and how satisfied they are, like all other organizations that are intended to provide continuous services. It is possible to ensure patient satisfaction, which is one of the most important subjects in the overall quality management philosophy, only by measuring what specialists expect from the hospital and service providers. The study aims to “evaluate the satisfaction of patients who are being treated in a university hospital with respect to their expectations and expectations from the hospital staff and hospital services.” Method and means: 100 patients who were treated in bed between 01.06.2004-30.12.2004 were taken into the research scope. The data collection form is used. The survey form was implemented using the face-to-face conversation technique in two stages. The findings: The research finds that patients; their expectations and satisfaction from doctors are not the same, their expectations and satisfaction from nurses are not the same; their expectations and satisfaction from other hospital employees, cleaning services and food services are the same, their expectations are fulfilled. Results: The research found that patients, hospital staff and hospital services were generally satisfied. It is believed that this situation is related to the quality work in the hospital where the research was carried out. Keywords: hospital services, hospital staff, patient care lens, patient satisfaction.   THE EXPECTATIONS OF INPATIENTS WITH REGARD TO THE HOSPITAL EMPLOYEES AND HOSPITAL SERVICES, AND AN EVALUATION OF THE MEETING OF THESE EXPECTATIONS SUMMARY Purpose: Health institutions, like all organizations that aim to provide con-tinuous service, have to research, learn, evaluate and act upon facts about how their services are perceived and the satisfaction level achieved from the particular services. Ensuring patient satisfaction, which is one of the most important aspects of the Total Quality Management concept, is only possible if you can appraise what the patients expect from the hospital and the emp-loyees. The aim of this study was to determine the expectations of inpatients in a university hospital with regard to the hospital employees and hospital services, and to evaluate the meeting of these expectations. Materials and Methods: 100 patients treated in bed between 01.06.2004 and 30.12.2004 were included in this study. A survey sheet was used to gather data. The survey sheet was applied in two phases via face-to-face interviews. Results: The patients' expectations were not satisfied with regard to the doctors or nurses, while they were satisfied with regard to the other hospital employees, cleaning services and catering services. Conclusion: Patients are satisfied with the hospital employees and hospital services in general. It is thought that this is related to the quality activities undertaken in the hospital studied. Keywords: Hospital Services, Hospital Employees, Patient Expectation, Patient Satisfaction.