Evaluation of patient's satisfaction in three health instituties which has outpatient care service in Keçiören-Ankara

Evaluation of Patient's Satisfaction in Three Health instituties Which Has Outpatient Care Service in Keçiören-Ankara. In the research it is aimed at measuring patient's satisfaction, identifying the variables influencing satisfaction and comparing the instutions in terms of satisfaction. The research is descriptive. This research has been carried out by interviewing 57 people in Private Polyclinic, 53 in Rural Health Centres and 71 in Hospital Policlinic, totally 181 people. The questionnaire formed by 57 articles was used for the research. A section aiming at formed measuring the satisfaction and in five-Likert scale takes place in the questionnaire. The satisfaction was evaluated in 7 dimensions. The form, carrying out for 20 patients in a rural health center, was pre-applied and compiled the final and by the necessary* changes. It is identified that the variables of "age", "gender", "educational status" "diagnosis" and "applying time" have not influenced the priority for choosing the organization and variables "preference in choice", "waiting before examination" and "examination time" have influenced it. It is seen in Table 3.3 that patients are pleased in the investigated institutions. It is identified in the research that the variables of "age", "gender", "educational status", "past experience", "waiting before examination", "diagnosis" and "preference in choice" have not influenced the patients' satisfaction and "social security", "priority reason", "applying time", and "examination time" have influenced it. It is identified that the patients in the investigated institutions are satisfied, but not satisfied in the context of the physical conditions of the 78Hospital Policlinic. Points in the context of giving information are lower than the others in all institutions. Key words: Patient satisfaction, Outpatient Care Service, Health, Measure and Total Quality Management 79