Quality, satisfaction in health institutions and determination of satisfaction levels of inpatients: The case of Tavas State Hospital

This study aims to research theoretically and empirically the subjects of quality, satisfaction and satisfaction levels of inpatients. The provision of inpatient satisfaction is among the most important targets of modern health management. The level of inpatient satisfaction is an indicator of the perception of quality. This study planned as three parts. In the first part, the subjects of health, health services and public hospitals have been analyzed. In the second part, the subjects of quality management in health and health market have been evaluated. In the third part, patient satisfaction has been handled and the satisfaction levels of inpatients have been analyzed in the case of Tavas State Hospital. The literature survey has been used in the theoretical first two parts of the this study. In the third part, a survey has been conducted. Standard questionnaire of the Ministry of Health has been used for the survey. The survey has been conducted in between the period of 01.01.2015 – 01.31.2015. The universe of the survey is 300 persons, the sample of the survey is 169 persons. The criteria of the subject selection is volunteerism and being inpatient. The question number is 24 in the survey. The Cronbach's Alfa number is found as α = 0,701 as a result of the reliability analysis that has been done. For the survey results the SPSS 16.0 (Statistical Package for Social Sciences) has been used, the findings have been evaluated statistically. The significance level has been taken as p<0,05. In this survey, it has become evident that quality determines the satisfaction. It has been stated that the satisfaction is an outcome of the quality. It has been understood that in order to get patient satisfaction in health institutions, quality has been given importance. It has been determined that patient satisfaction has been provided in high levels in Tavas State Hospital. The ratio of the ones that find the services given in the hospital good is 97,8 % and this result shows that patient satisfaction has been realized in high level.