Özet:

The criterion of quality in healthcare is patient satisfaction. Determining patient satisfaction is important for improving the quality of service and providing more qualified services according to the patient’s expectations. This study was done with the aim of determining the public’s 112 emergency health services’ structure, knowledge and opinions about their functioning, the level of satisfaction with the service. Instruments and Methods: The study of the Cutting Quality was carried out in May 2013 by applying a survey of a total of 600 people in six randomly selected stations from 18 emergency stations in Kayseri. The research group’s average age is 35.25±11.38, 52.7 percent women, 67.0 percent married, 64.6 percent high school and higher education. 94.8% of the group that they knew the 112 emergency call number, while 87.2% that they only called an ambulance for emergencies. The ratio of those who call the ambulance and benefit from the 112 services is 39,0%. 79,0% of users said they were satisfied with the call center, 82,9% with the cleaning of the ambulance and the material used, 82.5% with the attitude and behavior of the ambulance team, 74.8% with the clear answers to the questions, 70.9% with the information about the patient, 85.5% with the insight to the patient’s privacy and 82.9% with the medical intervention to the patient. When the 112 call center is called for medical assistance, 90.0% of the group is aware of the "site of the incident", 86.3% of the "situation of the patient" and 53.3% of the "situation" information. The result is that staff’s attitude and behavior, reliability, medical intervention principles and patient privacy care, ambulance equipment equipment and cleaning satisfaction are quite high. The level of satisfaction can be further raised through communication with the 112 call center, information about the patient’s condition and responsible staff, effective guidance, shortening the transport time to the place of the event, improving the staff’s attitude and behavior.

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