Evaluation of the patient and their relatives consulted to emergency departments satisfaction status and a application

Increasing the competition in health industry causes that offering quality service is come into being the first aim of the health care organisations. Health care organisations are quality as long as they can provide and overtop their consumer expectations.One of the dimension of the quality is percieved service quality in health services. Percieved service quality means compairing the what consumer expect and what they percieve from the services.By this study, it has been tried to compair that patient and their relatives? consulted to Ankara University School Of Medicine İbni Sina Hospital Emergency Department, expectation level and satisfaction.The questionnaire has been used to get the datas and 160 volunteer inpatients in emergency department have been taken to the contents. The collected datas have been analysed by SPSS version 11.As a result of the research, it has been seen that there is significant difference between patient and their relatives? expectations and satisfaction. The difference between expectations and satisfaction level are mostly seen by order of doctors, physical environment and nurses. Also, it has been found that patient and their relatives? expectations and satisfaction show the variation according to demographic and some other speciality.Key Words: Service, Health Services, Service Quality, Patient Satisfaction.