Analysis of the Problems Encountered in the Central Physician Appointment System with DEMATEL Method

Yeter Uslu; Sefer Aygün; Yaşar Gökalp; Büşra Sevim; Kevser Şahin; Selenay Koç

Makale detayları

Analysis of the Problems Encountered in the Central Physician Appointment System with DEMATEL Method

Yazarlar:

Yeter Uslu | Sefer Aygün | Yaşar Gökalp | Büşra Sevim | Kevser Şahin | Selenay Koç

Yayıncı:

Bandirma Onyedi Eylul University

Ana Başlıklar:

Sağlık Yönetimi

Dergi:

Bandırma Onyedi Eylül Üniversitesi Sağlık Bilimleri ve Araştırmaları Dergisi Vol.7 Issue 2, pp.431-442

Belge Tipi:

Makale

Yayın Tarihi:

7/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001356137

pISSN:

2687-2145

Anahtar kelimeler:

Özet:

 Aim: The aim of this study is to determine the impact and importance levels of the problems experienced regarding Central Physician Appointment System CPAS by using Decision Making Trial and Evaluation Laboratory DEMATEL method, which is one of the multi-criteria decision making techniques. Material and Method: In the study, a total of 1485 comments containing the keyword CPAS on the şikayetvar.com platform were examined. In addition, current studies in the literature were also utilized. In this framework, a total of 7 criteria were identified. These criteria are; problems arising from the confidentiality and updating of personal data, systemic and technical problems, problems in making control appointments, lack of information about appointments, difficulty in making appointments, problems in reaching the alo 182 line, frequency of appointment cancellations and changes. Three expert opinions were taken during the evaluation of the criteria. Results: As a result of the analysis it was determined that the three most important criteria were; difficulty in making appointments, system and technical problems, and frequency of appointment cancellations and changes. Conclusion: In line with these results, in order to achieve the desired success of CPAS and increase user satisfaction, the barriers to individuals access to health services should be eliminated.

 Aim: The aim of this study is to determine the impact and importance levels of the problems experienced regarding Central Physician Appointment System CPAS by using Decision Making Trial and Evaluation Laboratory DEMATEL method, which is one of the multi-criteria decision making techniques. Material and Method: In the study, a total of 1485 comments containing the keyword CPAS on the şikayetvar.com platform were examined. In addition, current studies in the literature were also utilized. In this framework, a total of 7 criteria were identified. These criteria are; problems arising from the confidentiality and updating of personal data, systemic and technical problems, problems in making control appointments, lack of information about appointments, difficulty in making appointments, problems in reaching the alo 182 line, frequency of appointment cancellations and changes. Three expert opinions were taken during the evaluation of the criteria. Results: As a result of the analysis it was determined that the three most important criteria were; difficulty in making appointments, system and technical problems, and frequency of appointment cancellations and changes. Conclusion: In line with these results, in order to achieve the desired success of CPAS and increase user satisfaction, the barriers to individuals access to health services should be eliminated.

 Aim: The aim of this study is to determine the impact and importance levels of the problems experienced regarding Central Physician Appointment System CPAS by using Decision Making Trial and Evaluation Laboratory DEMATEL method, which is one of the multi-criteria decision making techniques. Material and Method: In the study, a total of 1485 comments containing the keyword CPAS on the şikayetvar.com platform were examined. In addition, current studies in the literature were also utilized. In this framework, a total of 7 criteria were identified. These criteria are; problems arising from the confidentiality and updating of personal data, systemic and technical problems, problems in making control appointments, lack of information about appointments, difficulty in making appointments, problems in reaching the alo 182 line, frequency of appointment cancellations and changes. Three expert opinions were taken during the evaluation of the criteria. Results: As a result of the analysis it was determined that the three most important criteria were; difficulty in making appointments, system and technical problems, and frequency of appointment cancellations and changes. Conclusion: In line with these results, in order to achieve the desired success of CPAS and increase user satisfaction, the barriers to individuals access to health services should be eliminated.

 Amaç: Bu çalışmanın amacı, çok kriterli karar verme tekniklerinden biri olan Karar Verme Deneme ve Değerlendirme Laboratuvarı DEMATEL yöntemi kullanılarak Merkezi Hekim Randevu Sistemi MHRS ile ilgili yaşanan sorunların etki ve önem düzeylerinin belirlenmesidir. Gereç ve Yöntem: Çalışmada şikayetvar.com platformunda MHRS anahtar kelimesini içeren toplam 1485 yorum incelenmiştir. Ayrıca literatürde yer alan güncel çalışmalardan da yararlanılmıştır. Bu çerçevede toplam 7 kriter belirlenmiştir. Bu kriterler; kişisel verilerin gizliliği ve güncellenmesinden kaynaklanan sorunlar, sistemsel ve teknik sorunlar, kontrol randevularının alınmasında yaşanan sorunlar, randevularla ilgili bilgi eksikliği, randevu alma zorluğu, alo 182 hattına ulaşmada yaşanan sorunlar, randevu iptal ve değişikliklerinin sıklığıdır. Kriterlerin değerlendirilmesi sırasında üç uzman görüşü alınmıştır. Bulgular: Analiz sonucunda en önemli üç kriterin; randevu alma zorluğu, sistem ve teknik sorunlar ile randevu iptal ve değişiklik sıklığı olduğu belirlenmiştir. Sonuç: Bu sonuçlar doğrultusunda CPASnin istenilen başarıya ulaşması ve kullanıcı memnuniyetinin artırılması için bireylerin sağlık hizmetlerine erişiminin önündeki engellerin ortadan kaldırılması gerekmektedir.

Makale detayları

Analysis of the Problems Encountered in the Central Physician Appointment System with DEMATEL Method

Yazarlar:

Yeter Uslu | Sefer Aygün | Yaşar Gökalp | Büşra Sevim | Kevser Şahin | Selenay Koç

Yayıncı:

Bandirma Onyedi Eylul University

Ana Başlıklar:

Sağlık Yönetimi

Dergi:

Bandırma Onyedi Eylül Üniversitesi Sağlık Bilimleri ve Araştırmaları Dergisi Vol.7 Issue 2, pp.431-442

Belge Tipi:

Makale

Yayın Tarihi:

7/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001356137

pISSN:

2687-2145

Centralized Physician Appointment System

Healthcare

Healthcare Service Accessibility

Multi-Criteria Decision Making

DEMATELMerkezi Hekim Randevu Sistemi

Sağlık Hizmetleri

Sağlık Hizmetlerine Erişim

Çok Kriterli Karar Verme

Dematel

Sayı

Makale detayları

Yazarlar: Yeter Uslu | Sefer Aygün | Yaşar Gökalp | Büşra Sevim | Kevser Şahin | Selenay Koç

Yayıncı: Bandirma Onyedi Eylul University

Ana Başlıklar: Sağlık Yönetimi

Dergi: Bandırma Onyedi Eylül Üniversitesi Sağlık Bilimleri ve Araştırmaları Dergisi Vol.7 Issue 2, pp.431-442

Belge Tipi: Makale

Yayın Tarihi: 7/2025

Belge Dili: İngilizce

Document ID (Org No.): 2001356137

pISSN: 2687-2145

Sayı

Yazarlar:

Yeter Uslu | Sefer Aygün | Yaşar Gökalp | Büşra Sevim | Kevser Şahin | Selenay Koç

Yayıncı:

Bandirma Onyedi Eylul University

Ana Başlıklar:

Sağlık Yönetimi

Dergi:

Bandırma Onyedi Eylül Üniversitesi Sağlık Bilimleri ve Araştırmaları Dergisi Vol.7 Issue 2, pp.431-442

Belge Tipi:

Makale

Yayın Tarihi:

7/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001356137

pISSN:

2687-2145