Patients'contentment in health care services and the factors effect patients'contentment(Mani̇sa Merkezefendi̇ State Hospital as a sample)

Patients' contentment which is a current issue and practised in recent years, is one of the indicators of servise quality. In this respect, the increase in rivalry, rising of people's incomes, the patients awareness, the development of technology and the improvements in health insurance are the factors that cause management. In this dense rivalry occasion, foundations that want to survive began to do the right thing at the right time, in the right way and by using the right tools and also, they began to give the necessary importance to the patients' contentment. In general sense, patients' pleasure leans on meeting the expectations of patients'or comprehension of the healthcare services. The aim of this study is to determine how the patients' contentment applications gaining importance day by day are being practised at Merkezefendi State Hospital and to expose the factors of patients' contentment. This study consists of two parts. In the first part, the patients' contentment phenomenon and the factors were handled. In the second part, fieldwork was carried out. In this context, introductory information about the hospital was given and then, the levels of patients' contentment and their contentment factors were evaluated. In this study, it was determined that communication, informing, active listening, providing sevice by focusing on the patients and dealing with the patients one to one were necessary for the patients' contentment. Key Words : Healthcare Services, Patients' contentment, Factors affecting patient satisfaction