Birinci Suayip, Guven Serdar Can, Ata Naim, Ulgu Mustafa Mahir, Kucuksahin Orhan
Ministry of Health, Ankara, Turkiye.
Department of Rheumatology, Ankara Bilkent City Hospital, Ankara, Turkiye.
North Clin Istanb. 2024 Nov 21;11(6):495-500. doi: 10.14744/nci.2024.84584. eCollection 2024.
Patient satisfaction refers to the degree to which patients' expectations from health care services are met and is a critical indicator used to measure the overall quality of this service. This study aims to analyze overall patient satisfaction and regarding factors in our country, providing valuable insights for policymakers, clinicians, and researchers who aim to improve the quality of health care services and patient outcomes. Furthermore, as a nationwide assessment, this study reveals the potential of big data analytics in health services.
Integrated e-Pulse and Health Statistics and Causal Analysis (SINA) systems were used to gather satisfaction scores given by patients after any health care service obtained for overall health care service, physician, personnel other than physician, sanitization (from 0 to 100). The data were processed and analyzed using libraries Pandas and NumPy in the Python programming language.
A total of 37.674.978 scores were given by a total of 11.421.857 patients regarding health care service they obtained involving ratings of 207.339 physicians, between the years of 2016 and 2023. Mean health care rating was 80.4 over 100, mean physician rating was 82, mean rating for personnel other than physicians was 78.4 and mean rating for sanitization was 77.7. When the top 15 most scored facilities were investigated, overall point was highest for Family Medicine centers (94.62) and lowest for Women's Health and Pediatric Diseases hospitals. When rate of 100 points given for each clinic after an admission was investigated, it was lowest for emergency medicine, pediatric emergency medicine, dentistry, endodontia, dermatology and pandemic clinics, and highest for oncology, radiation oncology and family medicine clinics. Waiting time to admission and length of hospital stay seemed to be important factors for patient satisfaction.
This is the largest study regarding patient satisfaction in Turkiye and was conducted by the foremost health care provider, the Ministry of Health. This limited data may provide implications to be assessed to keep the positive trend in our country in patient satisfaction and future analyses evaluating infinite potential factors to hasten the progress of health care in our country.
患者满意度是指患者对医疗服务期望的满足程度，是衡量该服务整体质量的关键指标。本研究旨在分析我国患者的总体满意度及相关因素，为旨在提高医疗服务质量和患者治疗效果的政策制定者、临床医生和研究人员提供有价值的见解。此外，作为一项全国性评估，本研究揭示了大数据分析在卫生服务中的潜力。
使用集成电子脉搏与健康统计及因果分析（SINA）系统收集患者在获得任何医疗服务后对整体医疗服务、医生、非医生人员、卫生状况（评分范围为0至100）给出的满意度评分。数据使用Python编程语言中的Pandas和NumPy库进行处理和分析。
在2016年至2023年期间，共有11421857名患者对他们接受的医疗服务给出了总计37674978个评分，涉及对207339名医生的评价。医疗服务平均评分为80.4（满分100），医生平均评分为82，非医生人员平均评分为78.4，卫生状况平均评分为77.7。在调查得分最高的前15家医疗机构时，家庭医学中心的总分最高（94.62），而妇女健康与儿科疾病医院的总分最低。在调查每次入院后各诊所获得100分的比例时，急诊医学、儿科急诊医学、牙科、牙髓病学、皮肤科和大流行诊所的比例最低，而肿瘤学、放射肿瘤学和家庭医学诊所的比例最高。入院等待时间和住院时长似乎是影响患者满意度的重要因素。
这是土耳其关于患者满意度的规模最大的研究，由首要的医疗服务提供者卫生部开展。这些有限的数据可能为评估提供启示，以保持我国患者满意度的积极趋势，并为未来分析评估无限潜在因素以加速我国医疗保健的进步提供参考。
