Özet:

Hospitals are health organizations that provide preventive, curative, rehabilitative and health promoting health services. The understanding that the health services offered by hospitals in order to meet the needs of the patients should be consistent with the existing professional knowledge and techniques and to provide the desired outputs has brought the concept of quality in health services to the agenda. There are two approaches about the quality of health care services; technical quality and perceived quality.  While technical quality is the ability to present the routine knowledge of health professionals, perceived quality is the general judgment of health care users regarding the excellence of the health service offered. Inasmuch as patients can assess the quality as perceived quality more, this study is designed to allow patients to assess the health care they receive in terms of perceived quality. The objective of this study is to measure the physical qualities of public and private hospitals in Ankara and to evaluate the results a comparative way. The population of this study is composed of patients who visit public and private hospitals operating in Ankara between October 2015 and April 2016. Easy sampling method was used in the selection of the sample and 557 patients were evaluated by asking questions about the physical characteristics dimension specified in the Servqual Service Quality Scale. As a result of the analysis performed, statistically significant difference was found in all the expressions forming the physical quality dimension of the hospitals according to the properties of the hospitals (p <0,05). According to this, it is found that private hospitals have higher average score than public hospitals have in expressions of the hospitals have technological suitability and modern equipments (4,07 ± 1,07), hospital buildings are visually attractive (3,95 ± 1,09), hospital employees have good and clean appearance (4,30 ± 0, 99) and hospital is attractive with additional services as well as basic services offered (3,89 ± 1,07).This result can be explained by the fact that private hospitals are more recent structures, have more modern technology and equipments, they are profit-oriented institutions and therefore pay more attention to physical characteristics, taking into account patients' quality perceptions.

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