The satisfaction levels of the health service provided by the patients applying to the Akdeniz University Family Medicine and sports medicine polyclinics in the COVID-19 pandemic

Aim: In this study, it was aimed to determine the relationship between socio-demographic characteristics and satisfaction levels of patients over the age of 18 who applied to Akdeniz University Faculty of Medicine, Department of Family Medicine and Sports Medicine Polyclinics, accepted to participate in the study and gave consent, and the reasons for applying to the polyclinic during the COVID-19 pandemic period. Methods: Our research, which was designed as descriptive and cross-sectional, was conducted by face-to-face interviews through a questionnaire. T-test and variance (ANOVA) analysis were performed to examine the socio-demographic characteristics of the individuals participating in the study, whether they had a history of COVID-19, the reasons for applying to the outpatient clinic, and the EUROPEP-Tr scale response scores. Correlation analysis was applied to examine the relationship between EUROPEP-Tr and patients' satisfaction levels. P values less than 0.05 were considered statistically significant in the study. Analyzes were made with SPSS 25.0 package program. Findings: 301 people aged 18 and over were included in the study. 54.2% of the participants are male, 53.2% are between the ages of 36-64, 70.1% are married, 45.5% are university graduates, 25.2% are workers, 53.5% have a monthly income of 2501-7000 TL, 39.9% have a known disease. 31.6% of the participants in the study were diagnosed with COVID-19 and 49.2% of them had a diagnosis of COVID-19 in their close circle. 45.8% of the participants postponed their doctor's examination due to the pandemic, 28.6% did not apply to the family doctor during the pandemic, 57.1% applied to the polyclinic for examination today, 75.7% said they could fully explain their complaints to the physician today. The patients gave an average of 8.26±2.51 points between 1 and 10 to the physician they were examined on the day of the questionnaire. 63 Conclusions: The option with the least satisfaction level; It was determined as "being able to speak to the general practitioner on the telephone". It was seen that the expression " thoroughness " was the expression with the highest satisfaction. Patient satisfaction differs according to demographic characteristics such as gender, age, education level, occupation and monthly income level of patients. It was observed that marital status did not significantly affect patient satisfaction. Patients participating in our study have a high level of trust in their physicians. Measuring patient satisfaction at regular intervals and recording it in a national registry system is one of the methods of measuring health care quality. It is necessary to increase such studies and to compare the changes in the data. Key Words: COVID-19 Pandemic, Patient Satisfaction, EUROPEP-Tr