Evaluation of health care quality: Care givers and recievers

Aim: The study was aimed to evaluate the quality of health care by both the care-givers and the care-recievers in a government hospital. Methods: This is both a research and a cross-sectional study, demonstrated in Turgutlu Government Hopsital between June 15- October 15 2014 for both care givers ( 232 nurses and midwives) and patients ( 248 hospitalized patients ). The data were collected with 'Care-givers Introductory Information Forms', 'Care-recievers Introductory Forms' and 'Quality of Care SERVQUAL Scales' the data were analysed with SPSS 15.0 Statistical Progamme, for the descriptive statistics numerical, percentage, mean and Standard deviation were calculated and for the independent data SERVQUAL Scale, scores comparision was made by T test, one way variant analysis, further analysis Posthoc Tukeys HSD analysis , Kruskall Wallis analysis were used . Findings: Nominal SERVQUAL points for the care-givers are -0,55±0,59, the highest perception for quality of care was empathy and the least was reliability. Subdimension of empathy for the care-givers aged under 31, physical characteristics, reliability, eagerness subdimensions for the midwives and for the other care-givers empathy was found to be statisticaly significantly high (p<0,05). The care-recievers nominal SERVQUAL Scales Score was -0.86±2,43, the highest perception in quality of care was found to be physical characteristics, the least was found to be reliability. The male patients reliability, trust, empathy subdimensions, aged 39 and over reliability, eagerness, trust, empathy subdimensions, primary school and less educated patients physical characteristics, eagerness, trust, empathy subdimensions were found to be statisticaly significantly high (p<0,05). Conclusion and Suggestions: Care-givers and recievers perceptions for quality of health care levels are found to be less then what they have expected, this means that their expectations were not completly satisfied. Care-givers and care-recievers expectations should be regularly inspected by the Hospital Directory and the findings should lead them to solve the problems and this will gate us to improve the quality of health care in many ways.