Vural Fisun, Ciftci Seval, Cakiroglu Yigit, Vural Birol
Haydarpasa Numune Training and Research Hospital, Istanbul, Turkey.
Golcuk Necati Celik Public Hospital, Kocaeli, Turkey.
North Clin Istanb. 2014 Dec 8;1(2):71-77. doi: 10.14744/nci.2014.30074. eCollection 2014.
In health care services, patient's expectations, and satisfaction levels are important markers of the services provided. The aim of this study is to determine patient satisfaction level, and its influential factors in patients receiving treatment on an ambulatory basis who applied to a state hospital.
In this cross-sectional study a total of 210 patients were face-to-face interviewed, and patient satisfaction questionnaire survey was performed. Socioeconomic characteristics, physical conditions of the hospital, pecularities of the health care providers, and satisfaction from health care services received were questioned independently. Regression analysis was performed to investigate factors effective on patient satisfaction.
A significant correlation was not found between sociodemographic factors, and patient satisfaction (p<0.05). Favourable patient acceptance of the health care services received is effected by the duration of the waiting period. Communication skills of the health care professionals have been found to be the fundamental factors effective on the preference or recommendation of a certain health care institute once more (p<0.005).
Empowering the communication skills of health care professionals, and decreasing the waiting period were found to be necessary in order to increase the satisfaction levels of ambulatory patients.
在医疗保健服务中，患者的期望和满意度是所提供服务的重要指标。本研究的目的是确定在一家公立医院接受门诊治疗的患者的满意度及其影响因素。
在这项横断面研究中，共对210名患者进行了面对面访谈，并进行了患者满意度问卷调查。分别询问了社会经济特征、医院的物理条件、医疗服务提供者的特点以及对所接受医疗服务的满意度。进行回归分析以调查影响患者满意度的因素。
社会人口统计学因素与患者满意度之间未发现显著相关性（p<0.05）。所接受医疗服务的患者接受度受等待时间长短的影响。医疗专业人员的沟通技巧再次被发现是影响对某个医疗机构的偏好或推荐的基本因素（p<0.005）。
为了提高门诊患者的满意度，提高医疗专业人员的沟通技巧和缩短等待时间被认为是必要的。
