PATIENT SATISFACTION RESEARCH IN THE CITY HOSPITAL: ISPARTA PROVINCE EXAMPLE

Patient satisfaction is among the important quality and performance indicators of health institutions. The importance of this concept of patient satisfaction is the subject of many studies in terms of health institutions. One of the reforms that take place in the health sector within the Health Transformation Program is the City Hospitals project. City hospitals have implemented with the finance attained through the Public-Private Partnership model. Not only the employees but also the patients are affected from this transition process. In this context the purpose of the study is to determine the satisfaction levels of the patients receiving services in Isparta City Hospital. At the same time, the determination of the views of the patients included in the sample on the transformation of the State Hospital, Gülkent Hospital and Gynecology and Childhood Hospital into Isparta City Hospital is also considered as another purpose. Within the scope of the study, the level of patient satisfaction is examined in four different dimensions - physical environment, general satisfaction, staff satisfaction and time dimensions. It is determined that patients are quite satisfied with the hospital in terms of these four dimensions. Especially the quality of the equipment used in the city hospital, the comfort of the examination rooms, the hygienic suitability, the physical appearance and the refreshment of the hospital are among the factors that are pleasing to the patients. On the other hand the problem of transport to the city hospital, the lack of medical secretaries, hospital confusion/size, in hospital transportation, parking and canteen etc. are among the main factors that reduce patient satisfaction