Acıbadem Üniversitesi Sağlık Bilimleri Dergisi 2012 , Vol 3, Issue 1
The Comparison Between The Perception of Health Care Staffs and The Evaluation of Patients Regarding The Health Care Received
Ümit Hüda Gür3, Metin Ateş4, Gülfer Bektaş2, Arzu İrban1
1Acıbadem Üniversitesi, Anesteziyoloji ve Reanimasyon Departmanı, İstanbul, Türkiye
2Acıbadem Üniversitesi, Sağlık Bilimleri Fakültesi Sağlık Yönetimi Bölümü, İstanbul, Türkiye
3Bahat Halk Hastanesi, Genel Cerrahi Kliniği, İstanbul, Türkiye
4Marmara Üniversitesi, Sağlık Bilimleri Fakültesi Sağlık Yönetimi Bölümü, İstanbul, Türkiye
Aim: The quality of health services is an indicator of the socio-economic level of countries. In this respect, presentation of the qualified health service, make a rapid diagnosis of the disease, give best treatment and health care services in compliance with standards should be offered to the patients, in a way that meet their needs and expectations. The interaction between medical staff and patients can directly affect the health care quality. In this study, a field investigation was used in order to reveal a relationship between the perceptions of medical staff and patients regarding the health care service received.

Study Design: After Ethic committee and the hospital executives' approval, data were collected by applying a survey to a sample group of medical staff (doctor, nurse, medical receptionist) and patients. The patient group is examined in two separate groups as outpatients and inpatients.

Results: It is determined that the perceptions of outpatients are more negative than the perceptions of doctors regarding the health care received, as a conclusion in this study. Besides it has attained to the result which is the perceptions of inpatients are similar with the perceptions of medical staffs (doctors and nurses) and the perceptions of outpatients are similar only with the perceptions of medical receptionists.

Conclusions: Studies related to patients' expectations and perceptions should be done more frequently and the results should be shared with health care providers as a reflection of their works. This will results in the increase in quality of work and better health care for patients. Keywords : healthcare services, service quality, perceptions regarding the health care received, outpatients, inpatients