Perception of Ministery of Health service quality standarts applications by patients and an example

One of the most important neccessities for public and private institutions of health care to stay competitive with each other is the quality of service they offer. For this reason, in order to provide a continuous improvement, quality of service must be measured, assessed and non-conformances must be eliminated. Republic of Turkey Ministry of Health determined the service quality standards and obligated the applications by passing into law. Whether they meet the case or not, if they met, the accuracy is inspected and evaluated periodically by Ministry of Health. Knowing the expectations of customers? about service and which expectations are met are extremely important as well as the served quality of service at health care institutions and foundations. Misunderstanding or not knowing the xpectations of customers? may cause loss of money, time, human resources and any other limited sources. Lack of knowledge of patients to judge technical quality of service increases the importance of quailty and the point of view of patients?. Since the subject matter is human health, the quality of service taken from health care institutions is as important as the medical and hygenic equipments?, diagnostic and treating means. When the directors of health care institutions could determine the expectations of customers correctly, they could shape the service as wished. And that would improve their performances. SERVQUAL Model is applied in a pretty widespread field of usage in studies of service quality. In this study, oral and dental health care, which are priviliged brances of health care services, are chosen and the model was applied at a public oral and dental health care institution. At the end of the research, sensible and consistent considerations are done in order to results of statistical analysis. Key Words: Service, quality, service quality, hospital organizations, SERVQUAL