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Human dimension of improvement; factors affecting satisfaction

Hediye Seval Akgun, Professor1, «oskun Bakar, MD, specialist2, Gamze Gunes, Quality Analyst3, and Ozgur Erdem, MD2. (1) Chief Quality Officer, Baskent University Hospitals Network, School of Medicine, 12. sokak no:7/8 Bahcelievler Cankaya, Ankara, 06490, Turkey, 9003122120434, sevala@baskent-ank.edu.tr, (2) Public Health Department, Baskent University School of Medicine, 12.street 7/8, bahcelievler, Ankara, 06490, Turkey, (3) Baskent University, Baskent University Hospitals Network, 12. street. 7/9 Bahcelievler, Ankara, 06490, Turkey

Baskent University Hospital Network believe that patient opinions and expectations are extremely important because they provide information that is not necessarily emphasized by managers or health care professionals, resulting in a more complete assessment of past performance and a clearer road map for future action and could be used as a great tool for stimulating and motivating improvement activities among hospital staffs. This paper presents the findings of systematic assessments and measurements derived from surveys of 2776 interviews that have been carried out at Baskent University Hospitals Network (BUHN) outpatient clinics in Turkey during the years 2002-2004. 52.8 % of study population was female, 47.2 % were male and we found a statistically significant relationship between gender and overall satisfaction scores our clinical and supportive services. Males were found to be less satisfied than women almost with all services. For instance the dissatisfaction levels were 4.9 % from reception department 6.7 % from pre-admission department, 7.6 % from imaging services, 6.3 % from our physician and nursing cares. These are respectively 6.5 %, 6.2 %, 4.9 % and 6.8 % for reception, imaging services, physician and nursing care for women. The level of education was the other demographic factor and the level of satisfaction from physician and nursing care decreased as the level of education rose. From these results, main areas of improvement were identified and a patient Bill of rights developed. This Bill of rights allows the network users better access services and for patients and staff develop a more direct care and caring relationship that speeds up the health process.

Learning Objectives:

Keywords: Patient Perspective, Quality of Care

Presenting author's disclosure statement:

Not Answered

Advances in Health Systems Research: Posters

The 134th Annual Meeting & Exposition (November 4-8, 2006) of APHA