The relationship between patients' rights and responsibilities knowledge level and perceived service quality

Purpose of the Study: The aim of this study is to explain the relationship between the level of knowledge of patient rights and responsibilities of individuals receiving service from health institutions in Elazığ province and the perceived service quality. Material and Method: In the study, the relationship between the patient rights and responsibilities knowledge levels of individuals receiving services from a health institution and their service-based quality perceptions was analyzed with the correlation screening model. The universe of the study consists of individuals aged 18 and over living in Elazığ province. The table showing the sample size presented by Yazıcıoğlu and Erdoğan (2004) was taken as reference to determine the sample size. 459 volunteer participants were reached to obtain the data. 5 of the completed survey forms were not included in the study because they were incorrect. The current findings were reached by analyzing 454 surveys via the IBM SPSS 26.0 Statistics Package Program. The "Patient Rights and Responsibilities Knowledge Level Scale" developed by Bilgin and Diğer (2020) and the "Quality Perception Scale (Servqual)" developed by Parasuraman et al. (1985) were used in the study. Findings: In the statistical analysis of the data, when the gender distribution of the individuals participating in the study was examined, it was seen that 57.3% were male (260) and 42.7% were female (194). It was observed that the mean score of the level of knowledge of rights and responsibilities (x̄=4.26) of the patient individuals participating in the study was at a high level, and the mean score of the level of evaluation of patient individuals' quality perception (x̄=3.78) was at a high level. It was observed that the dimensions of the rights and responsibilities knowledge level of the patients participating in the research (0,910), patient rights (0,881), and patient responsibilities (0,831) were highly reliable. Likewise, the dimensions of evaluation of quality perception (0,955), physical characteristics (0,864), reliability (0,894), enthusiasm (0,882), trust (0,870) and empathy (0,874) were found to be highly reliable. Conslusion: According to the results of the study; it is seen that there is a significant relationship between the level of knowledge of patients about their rights and responsibilities and the evaluation of their perception of quality (p<0.05). It was understood that the scale of the level of knowledge of patients about their rights and responsibilities is a positive and significant predictor of the scale of evaluation of their perception of quality. It was observed that as the level of knowledge of individuals about patient rights and responsibilities increases, their perception of the quality of the service provided changes positively. Key Words: Patıent Rıghts; Patıent Responsıbılıtıes; Perceptıon Of Qualıty.