Customer (Patient) satisfaction in Health Institutions; A Field Research on Patients at the Hospital of Ankara Mevki and Tooth Treatment Center

In order to provide continuous improvement at all levels at quality, patient satisfaction researches are being performed with the references by the patient expectations, suggestions and their feed-back. Patient satisfaction data provides information about the structure, process and the results of health-care services. The satisfied patients from health-care strictly keep the recommendations and when they need again, they prefer the same health-care institutions. Age, gender, education level, social security, income level of patient, the diagnosis and treatment of the disease are the main factors for patient satisfaction. Moreover, physical and environmental conditions, such as illumination, temperature, hygiene, air conditioning, and transportation time to the health center, appearance of the center, personnel behavior and patient communication, the instruction before and after treatment, bureaucracy process duration and the waiting time for the appointment are other undeniable factors.This study was performed in order to evaluate the patients? expectations in Ankara Mevki Military Hospital Oral Health and Dental Treatment Center and to determine the satisfaction level for the treatment. In this context a questionnaire consisting 22 questions was carried out with 350 patients who accept to attend the survey. The survey includes 22 questions, on the satisfaction and expectations of the attending patients. The level of patient satisfaction is considered to indicate the quality of the treatment given at the institution. The dentists and especially the nurses in Ankara Mevki Military Hospital Oral Health and Dental Treatment Center need in- service training concerning the patient rights and in addition the facilities of the waiting places and the cleaning services should also be improved.Key WordsHealth ServicesService QualityPatient and Patient Satisfaction