Abstract:

One of the fundamental responsibilities of health professionals is to understand the service expectations of healthcare users and to try to meet these expectations as much as possible. This study was conducted in order to assess the quality of the service that patients who were treated in the hospital perceived. The data of the study was collected between December 15, 2019 and February 15, 2020 using the personal information form and the SERVPERF Scale. The study, which included a university hospital in Trabzon and a total of 407 patients in a private hospital, found that the quality of the medical service observed was x̄=4.35 and the physical elements of the lower dimension with the lowest average (x̄=3.95) with the highest average (x̄=4,59) and the kindness (x̄=4,59) with the highest average. Compared to the university hospital, the quality of the service detected in the private hospital was found to be higher (p<0,05). The study found that those aged 18-37, who have a high level of education, who are currently working in a job, who have a family health staff, who have no chronic disorders and who do not recommend the hospital they receive, have a significantly lower quality level than those of other groups (p<0,05). As a result; in the province of Trabzon, it is determined that patients in the hospital have a high perception of the quality of the service, the quality of the service perceived differs according to some social demographic characteristics. The quality level has been determined to have a positive impact on satisfaction and the intention to re-elect. It is believed that the continuous improvement of quality in the institutions will result in a positive return.

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