İlker ERCAN, Güven ÖZKAYA, Züleyha ALPER, Bülent EDİZ, Emine Özgür BAYMAN, İsmet KAN, Nazan BİLGEL

ALGORITHM FOR INCREASING PATIENT SATISFACTION RELATED WITH NON-TECHNICAL DIMENSION OF SERVICES IN TURKEY

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ALGORITHM FOR INCREASING PATIENT SATISFACTION RELATED WITH NON-TECHNICAL DIMENSION OF SERVICES IN TURKEY

Aim: In this study, a guiding algorithm aiming to increase patient satisfaction related with nontechnical dimension of services at not gain-aimed secondary health care-services in developing countries like Turkey is searched. Methods: The scale was applied to measure non-technical dimension of service satisfaction from services provided by a secondary health-care unit. Factor analysis was performed to form groups of unrelated items by gathering related items in the scale and to rank factors affecting satisfaction by their importance. Results: We suggest an eight-staged algorithm in studies aiming to increase patient satisfaction. General contents of matters that have to be dealed up in an order are: Matters that have to be dealed up include mostly outpatient clinic and clinic conditions in first stage (most important matters), time in second stage, again time related with laboratory, radiology services and bureaucratic procedures in third stage, cafeteria-services in fourth stage, finding competent in order to get information, visiting patients and quality of foods in the clinic in fifth stage, behaviours of staff in sixth stage, results of radiological and laboratory services in seventh stage and toilets and security of the hospital in the last stage. Conclusion: We present an algorithm to system managers of not gain-aimed secondary health care services in Turkey that will be useful in their studies aiming to increase patient satisfaction related with non-technical dimension of services. If conditions different from community features and present health care systems exist, there will be changes in importance sequence of components affecting patient satisfaction. Key words: Satisfaction, Health Service, Management, Factors, Algorithm

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