Özet:

This research was conducted to analyze how customer satisfaction is affected by a variety of demographic factors. The research was conducted on patients receiving health care from a public hospital in the province of Ankara and is characteristic. T.C. to measure the customer satisfaction (patient satisfaction) of patients within the research scope. The official website of the Ministry of Health has been published. There are 148 forms of survey. According to the study, the patient’s satisfaction was high, the confidence in nurses (85.3%) and the kindness of the clinical officer (85.0%). The services that they are satisfied are: the kindness of the members of the cleaning company (46,0%), the lack of a telephone number to be used to communicate when needed (52,7%), the difficulties in washing and drying of the clothes used during the stay in the hospital (53,7%) and the insatisfaction from the services of the hospital such as the restaurant, the cafeteria, the TV watch hall (54,2%). It has been found that there are statistically significant differences in patient satisfaction levels, education levels and health care levels compared to previously receiving medical care from another hospital.

Anahtar Kelimeler:

Özet:

This study aims to analyze how customer satisfaction is influenced by various demographic factors. Study is conducted on patients who receive healthcare services from a public hospital in Ankara province and it is a descriptive study. In order to measure the customer satisfaction (patient satisfaction) of the patients participated in the study, satisfaction surveys on the official web site of the Republic of Turkey Ministry of Health are used. 148 survey forms are evaluated. As a result of the analyses conducted within the scope of the study, it was observed that the highest patient satisfaction was related to trust to the nurses (85.3%) and the politeness of the personnel who carries out admission procedure (85.0%). It was found out that the services about which the patients are least satisfied are politeness of cleaning company personnel (46.0%), not providing a phone number to be used when necessary (52.7%), problems encountered in cleaning and drying the clothes during the patient’s stay at hospital (53.7%) and dissatisfactions about the hospital services such as canteen, cafeteria and TV hall (54.2%). There is statistically significant difference in satisfaction levels of the patients in terms of their level of education and previous healthcare service experiences in other hospitals.