Analysis of the problems of communicative conflicts in health institutions: The case of Trabzon Ortahisar district

With this research, it is aimed to examine the communication problems between the patients and the health personnel in the public hospitals and to make suggestions. The research was conducted using the general screening model. The universe of this study consisted of 300. 000 patients who applied to Trabzon Kanuni Education and Research Hospital and Fatih State Hospital. The sample consisted of 468 patients selected randomly from these patients. The "Patient Satisfaction Scale" consisting of 33 questions was used as data collection tool in the research. The survey was completed in May-June 2016. Analysis of the data was performed with the SPSS 21.0 program and the results were evaluated at 95% confidence level. The analytical techniques to be used in testing the hypotheses in the study were determined according to the normal distribution of the patient satisfaction score calculated using the patient satisfaction scale. Kruskal-Wallis H and Mann-Whitney U Spearman analysis techniques were used for the non-parametric tests because the score was not normally distributed. As a result of the research, it has emerged that the vast majority of patients do not have communication problems and discussions with hospital staff. It has been observed that the vast majority of problem participants have problems with health care-nursing care and safety. Male patients (according to women's disease) pre-examination services; Satisfaction with personal needs, examination services and patient satisfaction. In addition, it was determined that pre-examination services and general appearance differ according to age. On the other hand, communication problem / discussion with hospital staff, etc. The situation is more pleased than the living patients are living patients; We can say that the general satisfaction of those who have communication problems with health personnel is lower than the general satisfaction of those who have communication problem with other personnel. At the level of general satisfaction, general satisfaction was significantly different according to age and health insurance. Patient satisfaction and pre-examination service satisfaction were significantly different according to communication problem / discussion with hospital staff; It was found that the satisfaction of the medical services showed a significant difference according to the communication problem / discussion with the hospital employees. Hospitals should develop and implement strategies that bring all elements of service quality to the foreground at the same level. It may be suggested that hospitals should concentrate on their pre-examination services and physical appearance dimensions in these studies. In other words, current health policies must be rearranged to achieve health at the same level and quality, in a way that will remove existing inequalities in health.