Kanserli hastalara sunulan sağlık hizmetlerinde hasta memnuniyeti ve Trakya Üniversitesi Balkan Onkoloji Hastanesi örneği
Küçük Resim Yok
Tarih
2018
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Trakya Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bir toplumda hizmet sunan sağlık kurum ve kuruluşlarının niteliğini ortaya koyan en önemli göstergeler arasında tıbbi sonuçlar, maliyet ve o kurumdan hizmet alanların ifade ettikleri memnuniyet dereceleri bulunmaktadır. Bu doğrultuda yapılan maliyet analizleri, tıbbi çıktılar, hasta ve sürece katılan tüm bireylerin memnuniyetinin ölçülmesi, sonuçların değerlendirilmesi ve ihtiyaca göre geliştirilmesi her sağlık kurumunun hedefleri arasında yer almaktadır. Değerlendirilen sonuçlar; hizmet sunucularının geleceğe yönelik planlamalarına, politika ve strateji geliştirmelerine, sağlık sunum hizmetlerinin şekillenmesine katkı sağlarken hasta tatminini ve kuruma bağlılığını da beraberinde getirmektedir. Hastanın kuruma bağlılığı ise hizmet almaya devam etmesi ve çevresindekilere tavsiye etmesi anlamına gelmektedir. Bu çalışma, yatarak ve ayakta tedavi gören hastaların memnuniyet düzeylerinin incelenmesi, memnuniyet duyulan hizmetlerin sürekliliğinin sağlanması, memnuniyetsizlik yaratan sorunlara yönelik çözüm üretilmesi amacıyla yapılmıştır. Trakya Üniversitesi Balkan Onkoloji Hastanesi'nde yatan ve ayaktan tedavi gören hastalar kısıt olarak belirlenmiştir. Bu çalışmanın ilk bölümünde sağlık ve sağlık hizmetlerine yönelik tanım ve kavramlar aktarılmış, ikinci bölümde sağlık hizmetlerinde kalite ve hasta memnuniyeti incelenmiştir. Alan çalışmasını içeren son bölümde ise hastaların algıladıkları memnuniyet düzeylerine ilişkin anket sonuçları analiz edilmiştir. Genel olarak yatan ve ayakta tedavi gören kanser hastalarının aldıkları hizmetten yüksek düzeyde memnun kaldıkları tespit edilmiştir. Anahtar Kelimeler: Sağlık Yönetimi, Sosyal Sağlık Hizmetleri, Sosyal Politika, Dezavantajlılık, Kanser Hastaları.
The most important indicators of the quality of health care institutions and services that provide services in a society are medical outcomes, cost, and satisfaction ratings expressed by those service areas.The cost conducted in this direction, the, satisfaction measurement of the patients and all the individuals in the process, the medical outcomes, the evaluation of the results and the development of the services according to needs are among the targets of each health institution. The assessed results also contribute to the future planning of service providers, policy and strategy development, and the formation of health delivery services. İt will increase patients' loyalty and satisfaction to the institution. The mean of patient's commitment to instution is that it continues to receive service and recommends it to the surrounding community. This study also focused on measuring the level of satisfaction of patients receiving cancer treatment in their health care services. The inpatients and outpatients in Trakya University Balkan Oncology Hospital were determined as a constraint. In the first part of this study, the definitions and concepts related to health and health services were given and in the second part quality and patient satisfaction in health services were examined. In the last section, which includes field work, the results of the questionnaire on satisfaction levels of the patients were analyzed. It has been found that generally inpatient and outpatient cancer patients are highly satisfied with the service they receive. Keywords: Healthcare Management, Social Health Services, Social Politics, Disadvantageousness, Cancer Patients.
The most important indicators of the quality of health care institutions and services that provide services in a society are medical outcomes, cost, and satisfaction ratings expressed by those service areas.The cost conducted in this direction, the, satisfaction measurement of the patients and all the individuals in the process, the medical outcomes, the evaluation of the results and the development of the services according to needs are among the targets of each health institution. The assessed results also contribute to the future planning of service providers, policy and strategy development, and the formation of health delivery services. İt will increase patients' loyalty and satisfaction to the institution. The mean of patient's commitment to instution is that it continues to receive service and recommends it to the surrounding community. This study also focused on measuring the level of satisfaction of patients receiving cancer treatment in their health care services. The inpatients and outpatients in Trakya University Balkan Oncology Hospital were determined as a constraint. In the first part of this study, the definitions and concepts related to health and health services were given and in the second part quality and patient satisfaction in health services were examined. In the last section, which includes field work, the results of the questionnaire on satisfaction levels of the patients were analyzed. It has been found that generally inpatient and outpatient cancer patients are highly satisfied with the service they receive. Keywords: Healthcare Management, Social Health Services, Social Politics, Disadvantageousness, Cancer Patients.
Açıklama
Yüksek Lisans
Anahtar Kelimeler
Hastaneler, Hospitals ; Sağlık Kurumları Yönetimi
