Özet:

AIM “Patient Satisfaction Questionnaire”, which is one of the quality criteria in our hospital, is an important quality indicator. In this study, our aim is to evaluate the Ankara Training and Research Hospital Patient Experience Questionnaire Analysis Report, to evaluate the satisfaction of our patients in the outpatient clinic, inpatient service, and emergency service, and to review what can be done to increase the service quality, and the reasons for the dissatisfaction.  MATERIAL AND METHODS In accordance with the Quality Standards in Health, the application of patient satisfaction surveys, which is carried out in order to determine patient satisfaction and increase service quality in all hospitals in Turkey, has been carried out according to "Survey Application Guide Version 2" since 2019. Our research was applied to inpatients, outpatients and emergency room patients between January 1, 2020 and December 31, 2020 in Ankara Training and Research Hospital. The survey was conducted using the example of outpatient satisfaction survey, inpatient satisfaction survey, and patient satisfaction survey who applied to the emergency department published by the Ministry of Health. Our study includes a retrospective analysis of a telephone survey. RESULTS In 2020, a questionnaire was applied to a total of 1151 patients, of which 383 inpatients, 384 outpatients and 384 patients who were admitted to the emergency service. Our average patient satisfaction rate is 96.82% for inpatients, 95.84% for outpatients, and 95.58% for emergency services. Dissatisfaction with cleanliness and physical conditions were reported at a rate of approximately 5%. CONCLUSION Patient satisfaction is a basic criterion used to evaluate the quality of service in health institutions. In this study, physical conditions and cleanliness were found to be important factors in patient satisfaction.

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