Evaluation of the satisfaction status of patients who applied to the physical therapy outpatient clinic to receive outpatient physical therapy in Malatya Turgut Özal Medical Centre

Aim: This study aimed to determine the satisfaction levels of patients who applied to Turgut Özal Medical Centre's physical therapy and rehabilitation outpatient clinic and received outpatient physical therapy treatments. Material and Method: This cross-sectional study was conducted on patients who applied to Physical Therapy policlinic and received treatment services. A survey about the participants' sociodemographic characteristics and their opinions about the hospital was administered and the questions of the Outpatient Patient Satisfaction Scale were asked to the participants. Kolmogorov-Smirnov test, Spearman correlation test, Chi-square test, Mann Whitney U test, Kruskal Wallis test were used to analyze the data. Statistical significance level was accepted as p<0.05 in the analyses. Results: A total of 198 patients, 78 male and 120 female, were included in the study. Participants were asked about their dissatisfaction with the hospital and lack of cleanliness was stated as the issue with the highest level of dissatisfaction with 30.8%. When patients were asked why they chose the hospital, the most common answer was extensive possibilities of the hospital with 38.4%. 89.4% of patients were considering to recommend the hospital to other people. The total number of applications of those who considered to recommend the hospital (p=0.036) was found to be significantly higher than the total number of applications of those who did not intend to recommend the hospital. The waiting time of those who considered to recommend the hospital was found to be significantly lower (p = 0.007). The total satisfaction score of men (p=0.003), those who found the hospital's ventilation and heating systems adequate (p<0.001), and those who found the hospital's cleanliness sufficent(p<0.001) were found to be significantly higher. There was a significant positive correlation between the scale total score and age (r=0.177, p=0.013); and a significant negative correlation between the scale total score and the total number of applications (r=-0.159, p=0.025) and examination waiting time (r=-0.290, p<0.001). Conclusion: In our study, positive experiences (extensive possibilities, cleanliness) were associated with the tendency to recommend the hospital. Extended waiting times had a negative impact on recommending the hospital. A positive correlation was determined between age and satisfaction. Negative correlations were determined between the number of applications, waiting time and satisfaction. These findings emphasize the need to improve service quality.