The effect of the attitudes of using patient rights in the health sector on patient satisfaction in total quality practice

Customer satisfaction has become an administrative mentality that brings profit to the businesses in the long run and has an important effect on being favored in the market in accordance with customer availability in all sectors in the globalizing world. Meeting the customer satisfaction as one of the factors of total quality management has an important place in the regulation of organizational activities through a set of approaches such as improving the quality and productivity, receiving less complaint, reducing, and removing complaints.Total quality management has an important role in the health sector as in all the other sectors. Along with this strategy, the health sector aims to improve quality and meet the customer satisfaction. The importance of total quality management has increased considerably in the increasing competition environment. All the institutions and organizations aiming maximum profit with minimum cost and aiming to make this profitability permanent by ensuring customer satisfaction have stared to include total quality management in their organizational strategies day by day. In this study, a questionnaire was conducted to a total of 475 patients and their relatives getting service from a private hospital in Istanbul. As a result of the findings of the study, attitude of exercising patient rights and patient satisfaction differ by people's level of education and social security position. Notification and the right to get deferential service subscales had a significant effect on patient satisfaction. The result of regression analysis investigating the effect of attitude of exercising patient rights on patient satisfaction showed that general satisfaction was affected by the factors of notification and the right to get deferential service, selection of the staff members, the right to examine the records and suppression of information. Other factors did not have a significant affect on general satisfaction.