Comparison of patient satisfaction in accredited hospitals: Two (private) hospital practice

In this study, it is aimed to determine whether the patients of two accredited private group hospitals in Istanbul who have inpatient and outpatient treatments are satisfied with the services throughout their treatment and evaluate their level of satisfaction. The main reason for considering these hospitals is to determine whether there is any difference of satisfaction levels among the hospitals of the same class. Moreover, it is also aimed to determine how satisfaction levels of the patients differ in accordance with their particular demographical characteristics and how the satisfaction levels of the patients are influential for preferring the same hospital again. Accordingly, it is also aimed to analyze the effects of the customer relationship management practices of the hospitals on the patients. When, the results of the study is evaluated generally, the satisfaction levels of the patients for two private group hospitals of Istanbul from the same class and with the same quality certificate differ in accordance with the services of different departments and insomuch that the same difference is acquired between those two hospitals. When a situation of dissatisfaction of the patients for the provided services is observed, a particular level of undetermination of these patients close to their level of satisfaction is also observed. For both hospitals, a significant difference has been acquired about the decision of patients on choosing a different physician for the same disorder. For both hospitals, the level of education of both the inpatients and outpatients significantly has an impact on their satisfaction points. The gender significantly affects the satisfaction levels of the inpatients while this difference is not significant for the outpatients. The results show that two hospitals are not close with regard to satisfaction levels of their patients and it is possible to say that the undetermined patient rate of the hospital B is high and the negative issues are expressed more for the hospital A.