A QUALITY INDICATOR FOR ACCREDITED MEDICAL LABORATORIES: A RETROSPECTIVE STUDY ON PATIENT SATISFACTION SURVEY

Seher Kabul; Tuncay Küme; Sezer Uysal; Songül Bayram Delibaş; Özgür Appak

Makale detayları

A QUALITY INDICATOR FOR ACCREDITED MEDICAL LABORATORIES: A RETROSPECTIVE STUDY ON PATIENT SATISFACTION SURVEY

Yazarlar:

Seher Kabul | Tuncay Küme | Sezer Uysal | Songül Bayram Delibaş | Özgür Appak

Yayıncı:

Dokuz Eylul University

Ana Başlıklar:

Klinik Tıp Bilimleri (Diğer)

Dergi:

Dokuz Eylül Üniversitesi Tıp Fakültesi Dergisi Vol.38 Issue 3, pp.189-200

Belge Tipi:

Makale

Yayın Tarihi:

12/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001335944

pISSN:

2602-3148

Anahtar kelimeler:

Özet:

 Aim: Patient satisfaction is a widely used indicator to measure service quality in any healthcare system. In this study, it was aimed to evaluate the results of the questionnaire applied to measure the satisfaction levels of patients with laboratory services in 2021 and 2022 as a quality indicator of Dokuz Eylül University Application and Research Hospital Central Laboratory and to review the reasons for dissatisfaction. Material and Methods: The data were collected using a patient satisfaction questionnaire administered between January and October each year via the internet address http:dehis.deu.edu.trkalitemerkez_lab_memnuniyet.php. A total of 1470 patients participated in the survey. Results: Most of the participants were male 55, the average age was 47 years, and about 13 of them were first-time users of the central laboratory. The overall satisfaction rate was 73, which was above our quality target of 70. Patient satisfaction was low in service areas such as accessibility of telephone service, adequacy of waiting area, and long waiting time. Conclusion: Patient Satisfaction Survey results enable the improvement of health service quality by identifying problems. In this study, it was observed that the time it takes to deliver the results to patients and physical conditions are important factors in patient satisfaction.

 Aim: Patient satisfaction is a widely used indicator to measure service quality in any healthcare system. In this study, it was aimed to evaluate the results of the questionnaire applied to measure the satisfaction levels of patients with laboratory services in 2021 and 2022 as a quality indicator of Dokuz Eylül University Application and Research Hospital Central Laboratory and to review the reasons for dissatisfaction. Material and Methods: The data were collected using a patient satisfaction questionnaire administered between January and October each year via the internet address http:dehis.deu.edu.trkalitemerkez_lab_memnuniyet.php. A total of 1470 patients participated in the survey. Results: Most of the participants were male 55, the average age was 47 years, and about 13 of them were first-time users of the central laboratory. The overall satisfaction rate was 73, which was above our quality target of 70. Patient satisfaction was low in service areas such as accessibility of telephone service, adequacy of waiting area, and long waiting time. Conclusion: Patient Satisfaction Survey results enable the improvement of health service quality by identifying problems. In this study, it was observed that the time it takes to deliver the results to patients and physical conditions are important factors in patient satisfaction.

 Aim: Patient satisfaction is a widely used indicator to measure service quality in any healthcare system. In this study, it was aimed to evaluate the results of the questionnaire applied to measure the satisfaction levels of patients with laboratory services in 2021 and 2022 as a quality indicator of Dokuz Eylül University Application and Research Hospital Central Laboratory and to review the reasons for dissatisfaction. Material and Methods: The data were collected using a patient satisfaction questionnaire administered between January and October each year via the internet address http:dehis.deu.edu.trkalitemerkez_lab_memnuniyet.php. A total of 1470 patients participated in the survey. Results: Most of the participants were male 55, the average age was 47 years, and about 13 of them were first-time users of the central laboratory. The overall satisfaction rate was 73, which was above our quality target of 70. Patient satisfaction was low in service areas such as accessibility of telephone service, adequacy of waiting area, and long waiting time. Conclusion: Patient Satisfaction Survey results enable the improvement of health service quality by identifying problems. In this study, it was observed that the time it takes to deliver the results to patients and physical conditions are important factors in patient satisfaction.

 Amaç: Hasta memnuniyeti, herhangi bir sağlık sisteminde hizmet kalitesini ölçmek için yaygın olarak kullanılan bir göstergedir. Bu çalışmada Dokuz Eylül Üniversitesi Uygulama ve Araştırma Hastanesi Merkez Laboratuvarı kalite göstergesi olarak 2021 ve 2022 yıllarında hastaların laboratuvar hizmetlerinden memnuniyet düzeylerini ölçmek için uygulanan anket sonuçlarının değerlendirilmesi ve memnuniyetsizlik nedenlerinin gözden geçirilmesi amaçlandı. Gereç ve Yöntemler: Veriler, her yıl Ocak ile Ekim ayı arasında http:dehis.deu.edu.trkalitemerkez_lab_memnuniyet.php internet adresi üzerinden uygulanan hasta memnuniyet anketi kullanılarak toplanmıştır. Ankete toplamda 1470 hasta katılmıştır. Bulgular: Katılımcıların çoğu erkek 55, yaş ortalaması 47, yaklaşık 13i hizmet almak için ilk kez merkez laboratuvarına başvuranlardan idi. Genel memnuniyet oranı 73 olarak saptandı; bu değer 70in üzerindeki kalite hedefimizin gerçekleşmesini sağlamıştır. Telefonla verilen hizmetin erişilebilirliği, bekleme alanının yeterliliği, sonuç verme süresi gibi hizmet alanlarında ise hasta memnuniyet oranı düşük saptanmıştır. Sonuç: Hasta Memnuniyeti Anketi sonuçları sorunları tespit ederek sağlık hizmeti kalitesinin iyileştirilmesine olanak sağlar. Bu çalışmada sonuçların hastalara ulaştırılması için geçen sürenin ve fiziki koşulların hasta memnuniyetinde önemli faktörler olduğu görülmüştür.

Makale detayları

A QUALITY INDICATOR FOR ACCREDITED MEDICAL LABORATORIES: A RETROSPECTIVE STUDY ON PATIENT SATISFACTION SURVEY

Yazarlar:

Seher Kabul | Tuncay Küme | Sezer Uysal | Songül Bayram Delibaş | Özgür Appak

Yayıncı:

Dokuz Eylul University

Ana Başlıklar:

Klinik Tıp Bilimleri (Diğer)

Dergi:

Dokuz Eylül Üniversitesi Tıp Fakültesi Dergisi Vol.38 Issue 3, pp.189-200

Belge Tipi:

Makale

Yayın Tarihi:

12/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001335944

pISSN:

2602-3148

ISO15189

medical laboratory

survey

patient satisfaction

quality of health careISO15189

tıbbi laboratuvar

anket

hasta memnuniyeti

sağlık hizmeti kalitesi

Sayı

Makale detayları

Yazarlar: Seher Kabul | Tuncay Küme | Sezer Uysal | Songül Bayram Delibaş | Özgür Appak

Yayıncı: Dokuz Eylul University

Ana Başlıklar: Klinik Tıp Bilimleri (Diğer)

Dergi: Dokuz Eylül Üniversitesi Tıp Fakültesi Dergisi Vol.38 Issue 3, pp.189-200

Belge Tipi: Makale

Yayın Tarihi: 12/2024

Belge Dili: Türkçe

Document ID (Org No.): 2001335944

pISSN: 2602-3148

Sayı

Yazarlar:

Seher Kabul | Tuncay Küme | Sezer Uysal | Songül Bayram Delibaş | Özgür Appak

Yayıncı:

Dokuz Eylul University

Ana Başlıklar:

Klinik Tıp Bilimleri (Diğer)

Dergi:

Dokuz Eylül Üniversitesi Tıp Fakültesi Dergisi Vol.38 Issue 3, pp.189-200

Belge Tipi:

Makale

Yayın Tarihi:

12/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001335944

pISSN:

2602-3148