The impact of total quality service (TQS) on healthcare and patient satisfaction: An empirical study of Turkish private and public hospitals

Bakan, İsmail; Büyükbeşe, Tuba; Erşahan, Burcu

doi:10.1002/hpm.2169

Cited by 42 publications

(33 citation statements)

References 95 publications

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“…16,39 Less Commonly Described Dimensions. Other factors perceived by patients as consistent with high quality are the availability of patient education resources (4 studies), 10,12,19 the adequacy and effectiveness of pain control (cited in 4 inpatient and emergency care encounter studies), 12,15,34,40 the availability of an EMR and electronic health information exchange (3 studies), 7,36 the quality of the hospital discharge process (2 studies), 28,37 and the availability of and access to preventive services (2 studies). 22 …”

Section: Patient Perceptions Of Health Care Qualitymentioning

confidence: 99%

Creating a Patient-Centered Health Care Delivery System

et al. 2014

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Patient experience is one of key domains of value-based purchasing that can serve as a measure of quality and be used to improve the delivery of health services. The aims of this study are to explore patient perceptions of quality of health care and to understand how perceptions may differ by settings and condition. A systematic review of multiple databases was conducted for studies targeting patient perceptions of quality of care. Two reviewers screened and extracted data independently. Data synthesis was performed following a meta-narrative approach. A total of 36 studies were included that identified 10 quality dimensions perceived by patients: communication, access, shared decision making, provider knowledge and skills, physical environment, patient education, electronic medical record, pain control, discharge process, and preventive services. These dimensions can be used in planning and evaluating health care delivery. Future research should evaluate the effect of interventions targeting patient experience on patient outcomes.

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Section: Patient Perceptions Of Health Care Qualitymentioning

confidence: 99%

Creating a Patient-Centered Health Care Delivery System

et al. 2014

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“…The hospitalization period of the users forwarded by the emergency service was similar to the mean 18 days of hospitalization at a surgical inpatient service of a teaching hospital in Ancara, Turkey. (17) In addition, that group demonstrated higher mean satisfaction with care. This finding -longer hospitalization and higher satisfaction -differs from the results of an international study that associated a correlation model, identifying that, when the quality of care is high, the hospitalization is shorter and the satisfaction results are better.…”

Section: Discussionmentioning

confidence: 89%

A satisfação dos pacientes segundo a forma de internação em hospital universitário

Molina

Moura

2016

Acta paul. enferm.

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Objective: To analyze the patients' satisfaction according to the form of hospital stay at a teaching hospital. Methods: Cross-sectional study involving 366 patients over 18 years of age, hospitalized at clinical and surgical wards between January and June 2014, whose outcome was discharge within 15 and 30 days. The Mann-Whitney test was applied to analyze independent samples for intergroup comparison. Results: In total, 99.4% of the patients hospitalized through the emergency service and 98.4% of the inpatients were satisfied and highly satisfied, with mean satisfaction rates of 5.66 and 5.55, respectively. The mean satisfaction score was higher on all attributes for the emergency group. The intergroup comparison of the Nursing team attributes and general satisfaction did not demonstrate statistical significance. Conclusion: The patients' high level of satisfaction with the health service evidenced the quality of care at the teaching hospital from the patient's perspective. The same high assessment of the satisfaction with nursing was found between the groups. ResumoObjetivo: Analisar a satisfação dos pacientes de acordo com a forma de internação em hospital universitário. Métodos: Estudo transversal realizado com 366 pacientes com mais de 18 anos, internados em unidades clínicas e cirúrgicas no período de janeiro a junho de 2014, cujo desfecho tenha sido a alta entre 15 e 30 dias. Teste Mann-Whitney foi realizado para analisar amostras independentes para comparação entre os grupos. Resultados: Estiveram satisfeitos e muito satisfeitos com o atendimento recebido 99,4% dos pacientes internados pela emergência e 98,4% dos internados pela admissão, apresentando médias de satisfação de 5,66 e 5,55, respectivamente. A média de satisfação foi mais elevada em todos os atributos para o grupo da emergência. A comparação entre grupos dos atributos da equipe de Enfermagem e satisfação geral não demonstrou significância estatística. Conclusão: O elevado nível de satisfação dos pacientes com o serviço de saúde evidenciou a qualidade assistencial prestada no hospital universitário, na perspectiva do paciente. Destacou-se igual e elevada avaliação da satisfação com enfermagem entre os grupos.

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“…Turkish healthcare management researchers have primarily focused on the efficiency of hospitals (Sahin and Ozcan, ; Ozgulbas and Kisa, ; Turkeli and Ercek, ; Gok and Sezen, ; Erus and Hatipoglu, ), patient satisfaction related to service quality (Tengilimoglu et al ., ; Taner and Anthony, ; Aksan et al ., ; Zaim et al ., ; Akdag and Zineldin, ; Bakan et al ., ) and the job satisfaction of healthcare staff (Bodur, ; Burke et al ., ; Akdere et al ., ). Research on the organizational behavior of health personnel is limited; thus, the paper aims to analyze power and trust exchanges in the supervisor–subordinate dyad in public hospital context.…”

Section: Discussionmentioning

confidence: 99%

Power and trust in organizational relations: an empirical study in Turkish public hospitals

Bozaykut

Gürbüz

2014

Health Planning & Management

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Given the salience of the interplay between trust and power relations in organizational settings, this paper examines the perceptions of social power and its effects on trust in supervisors within the context of public hospitals. Following the theoretical background from which the study model is developed, the recent situation of hospitals within Turkish healthcare system is discussed to further elucidate the working conditions of physicians. Sample data were collected employing a structured questionnaire that was distributed to physicians working at seven different public hospitals. The statistical analyses indicate that perceptions of supervisors' social power affect subordinates' trust in supervisors. Although coercive power is found to have the greatest impact on trust in supervisors, the influence of the power base is weak. In addition, the results show that perceptions of social power differ between genders. However, the results do not support any of the hypotheses regarding the relations between trust in supervisors and the examined demographic variables.

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The impact of total quality service (TQS) on healthcare and patient satisfaction: An empirical study of Turkish private and public hospitals

Cited by 42 publications

References 95 publications

Creating a Patient-Centered Health Care Delivery System

Creating a Patient-Centered Health Care Delivery System

A satisfação dos pacientes segundo a forma de internação em hospital universitário

Power and trust in organizational relations: an empirical study in Turkish public hospitals

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