A practice on quality management and patient expectations in health care (A study apropos of Aydın State Hospital)

ABSTRACT As a result of ever-increasing competition businesses where the race for service takes the lead, the importance of quality in health institutions has become even more obvious. Undertaken the task of treating people with illnesses and diseases, protect the health field in terms of hospitals increasingly intense competitive environment as a result of private initiatives emerged.The indicator of quality in health institutions is the satisfaction of patients. So as to increase the satisfaction of patients, hospitals seek to increase their quality of service day by day. Hospitals that satisfies patients expectations are generally customers first choice. In this way these hospitals can make a difference from others to be chosen . For the competitive advantage and stability of health institutions, the definition, measurement and development of the quality of service is of utmost importance. This study stressed the concepts of quality, which formed the theoretical infrastructure of this study, quality in healthcare services and patient satisfactionThis study Aydin State Hospital from the randomly selected 500 people from over, the patients' expectations regarding the quality of hospital services should be compiled and all the patients to obtain information, and prefer them to participate in decisions about the right to use, to the expectations of medical services and administrative services survey was conducted. The reliability dimension of the scale of satisfaction has been considered in order to draw meaningful conclusions from the said scale. The survey, which was conducted, aimed at determining the degree of sufficiency of the healthcare service provided by Aydın State Hospital, the extent of satisfaction by the patients following the service they have received, and their satisfaction degrees, and the fields they encountered with problems. Key Words: Hospital, patient, service, quality, expectation