Patient evaluations for integrated health campuses: The example of Ankara Etlik City Hospital

Health services are the implementation of preventive, treatment and rehabilitative practices for people's illnesses by health personnel in different positions in line with the demands of the people. One of the most important goals of health services is to improve the health level of the people receiving the service and to ensure that they leave the health institution with a good experience and satisfaction regarding the health service. It is important to measure the person's experience in order to evaluate the quality of the service provided. Therefore, the aim of the study was to determine the experiences of patients receiving service from city hospitals regarding hospital processes in order to evaluate the quality of the health service provided. Evaluating the experiences of patients receiving service from city hospitals will contribute to those who direct health policy and health managers in order to determine the effectiveness and efficiency of the service and to improve the processes. The data for this cross-sectional, descriptive study were collected using the "Care Quality Commission (CQC)" scale for outpatient experience and the "Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)" scale for inpatient experience via a face-to-face survey method after the discharge procedures were completed. Net Promoter Scores (NTP) were added to the end of all scales to assess the participants' likelihood of recommendation. IBM SPSS v.23 program was used in the analysis of the data. The findings revealed that the satisfaction level of the participants was high, individual characteristics affected patient experiences, and there was a moderate relationship between patient experience sub-dimensions and recommendation scores. When compared with studies in the literature, it was observed that the findings were consistent. It was determined that patients' experiences were generally positive, but there was a need for improvement in the sub-dimensions.