The Impact of Service Quality and Public Relations on Patient Satisfaction in Hospitals

Abstract

Service quality and customer satisfaction is a subject of public relation and marketing communication. This research was made in order to evaluate the level of satisfaction of patients who receive treatment at Cardiovascular Surgery Service of Konya Meram Medical Faculty Hospital, regarding the services provided in the hospital, and increase quality of the services provided. As a cross-sectional research, it was made with questionnaire technique between April 2014 and October 2015, including 298 patients who received inpatient treatment and were discharged from the hospital. 51% of the participants in the research were men and the 49% of them were women. Satisfaction rates were ensued as 82% in polyclinic services, 74% in clinic services, 77% in other healthcare services and bureaucratic procedures, 80% in personnel services, and 82% in rights of patients, 68% in physical condition and 66% in cafeteria services. 73% of the patients indicated that they would recommend to familiars who would like to receive health care service. Based on the research, a great majority of the patients who receive inpatient treatment are satisfied with the hospital services. ÖzMüşteri memnuniyeti hizmet kalitesi, halkla ilişkiler ve pazarlama iletişimi konularından bir tanesidir. Bu çalışma, Konya Meram Tıp Fakültesi Hastanesi Kalp ve Damar Cerrahisi Servisinde tedavi gören hastaların, hastane tarafından verilen hizmetlerle ilgili memnuniyet düzeylerini ölçmek ve hizmet kalitesini artırmak amacıyla yapılmıştır. Kesitsel tipteki bu araştırma, yatarak tedavi gören ve taburcu edilen 298 hastada, Nisan 2014-Ekim 2015 tarihleri arasında anket tekniği kullanılarak yapılmıştır. Araştırmaya katılanların % 51'i erkek, % 49'u ise kadındır. Memnuniyet oranları poliklinik hizmetlerinde % 82, klinik hizmetlerinde % 74, diğer sağlık ve bürokratik işlemlerde % 77, personel hizmetlerinde % 80, hasta haklarında % 82, fiziksel durumda % 68, kafeterya hizmetlerinde % 66 olarak ortaya çıkmıştır. Hastaların % 73'ü hastaneyi sağlık hizmeti almak isteyen tanıdıklarına önereceklerini belirtmişlerdir. Çalışmada, yatarak tedavi gören hastaların büyük çoğunluğu hastane hizmetlerinden memnundur.

The Client Capital in Nursing Management in Hospitals

“…In this context, in the perspective of health organizations, as in other business segments, the implementation of quality of service assessment practices, client-centered, using instruments to measure their satisfaction, has been growing, both in the public and private sectors, in many countries around the world, especially in developing countries such as Turkey, India, Saudi Arabia, and Brazil. [12][13][14][15] In Brazil, the incipient culture of evaluating the results of healthcare services can still be considered fragile, since auditing, being the most used, is focused on costs and financial aspects, although some changes have been occurring in this context, with hospital accreditation, where it is necessary to implement and maintain certain quality standards in the result of the service, such as client satisfaction. 16 These aspects, allied to the understanding that the nurse manager should direct their actions to make them compatible with the organizational objectives and client needs, with view to improving nursing care, will promote both professional and organizational growth.…”