The effect of the health services marketing on the patients' satisfaction in the hospitals and the Kütahya Government Hospital research

VI ABSTRACT The health services, is an important sign that shows the development level on view of socio-economic side in a country. The basic target of health services is to provide customers with the necessary, good quality, on time and satisfactory health services. To do this the health service marketing should work well. Rapid developing technology, increasing costs, the increasing claims of customers, caused the health services become more complicated and the importance of health marketing increased. But it is a known fact that the number of health services are insufficient against the population. The insufficient number of health institutes, doctors, nurses, the lack of necessary equipments, and the lack of the physical conditions are the most important factors that prevent the growth of the sector. A solution should be found since all these affect the satisfaction of the patients. For this reason the problems of patients that require service from hospitals should be dealt with. Health service marketing, deals with the policlinic services, patient reception, the behaviors and attitudes of the doctors and nurses, and the physical conditions of the hospital so that it satisfies the patients that buys health service and finds out the necessary solutions. In this work the effect of the health service marketing on the satisfaction of the patients in Kütahya Government hospital is searched. In the research, the policlinic services, patient reception, the behaviors and attitudes of the doctors and nurses, and the physical conditions of the hospital were dealt with. According to the results of the research about policlinic services, patient reception, the behaviors and attitudes of the doctors and nurses, and the physical conditions of the hospital, some reasons were found out that causes the dissatisfaction of the patients.