Measuring patient satisfaction in health services: The case of Malatya Eğitim ve Araştirma Hastanesi

As in all service sectors, the concept of satisfaction has become even more important with the increase in living conditions and welfare in the health sector. In this context, the concept of satisfaction in patients who are at the center of health services has a very important place. For this reason, health institutions are increasing their efforts to increase patient satisfaction in order to reach more patients and to increase the rate of patient satisfaction, which is an indicator of the quality of their institutions, with the increasing healthcare facilities and competitive environment. Inpatient treatment institutions, which are among the most important stakeholders of healthcare providers, should thoroughly analyze what the patient's expectations are, what kind of a path to follow in order to ensure patient satisfaction, and act accordingly. Healthcare management should improve service quality and physical conditions and take returns into account in order to ensure patient satisfaction. In this way, the efficiency, profit margin, quality and performance of the institution will increase. Considering all these factors, it becomes clear how important it is to ensure patient satisfaction. In this study we have done; very important concepts such as health, health services, quality in health services, hospital concept, patient and patient satisfaction, importance of patient satisfaction, factors affecting patient satisfaction have been investigated and discussed. The main purpose of our study is to determine what factors affect patient satisfaction. With this study, it is aimed to bring a new perspective to the studies in the field and to contribute to the knowledge and experience. In order to achieve the aim of the study, data were collected from patients who received outpatient and / or inpatient health services in Malatya Training and Research Hospital. Questionnaire was used as a data collection tool. The collected data were tested through the SPPS 23.0 program. As a result of the research, statistically significant results of different demographic characteristics in different service categories were obtained and evaluations were made. Keywords: Health, Health Services, Quality, Patient, Patient Satisfaction