Hasta Şikâyetleri ve Tatmininin Sağlık Bakanlığı İletişim Merkezine Yapılan Başvurular ile Değerlendirilmesi: İstanbul-Kadıköy Örneği
Küçük Resim Yok
Tarih
2021
Yazarlar
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Cilt Başlığı
Yayıncı
HTA Department of Turkish MoH
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Amaç: Araştırmanın amacı; sağlık hizmet sunumundaki memnuniyet ve şikâyet durumunun, Sağlık Bakanlığı İletişim Merkezi’ne (SABİM) yapılan başvurular üzerinden değerlendirilmesidir. Yöntem: Çalışmanın evrenini, İstanbul ili Kadıköy ilçesinde bulunan tüm sağlık kurumlarına ilişkin SABİM hattı üzerinden 2017-2019 tarihleri arasında yapılan başvurular oluşturmaktadır. Örneklem seçilmemiş ve belirtilen döneme ilişkin tüm başvurular incelenmiştir. Tanımlayıcı ve kesitsel nitelikteki bu araştırmada, veriler retrospektif olarak incelenmiştir. Veriler tanımlayıcı istatistiklerle sunulmuş, kategorik değişkenler Pearson Ki-Kare Testi ve Ki-Kare Trend Analizi ile karşılaştırılmış ve anlamlılık değeri olarak p<0,05 esas alınmıştır.Bulgular: Tüm başvuruların %89,1’i şikâyetlerden oluşmaktadır. Tüm yıllarda en fazla başvuru sağlık hizmet sunumu ve idari işlemler ile ilgilidir. SABİM sistemine yapılan başvurular, kamuya ait ve özel sağlık kurumlarına göre sıklıkları açısından istatistiksel açıdan anlamlı farklılık göstermekte olup, kamu kurumuna ilişkin başvuru oranı daha fazladır. Kamu sağlık kurumlarına ilişkin başvuruların %49,15’ini sağlık hizmet sunumu ve idari işlemler, %27,40’ını mesai saatlerine uyulmaması ve %14,03’ünü ise sağlık personeli iletişim problemleri oluşturmaktadır. Özel sağlık kurumlarına yönelik başvuruların ise %29,97’sini tıbbi uygulamalar ve tedavi, %28,71’ini sağlık hizmeti ücretlendirmesi ve %27,52’sini sağlık hizmet sunumu ve idari işlemler oluşturmaktadır. SABİM sistemine yapılan başvurular, sıklıkları açısından başvurunun yapıldığı kuruma göre farklılık göstermekte olup en yüksek başvuru yüzdeleri aile sağlığı merkezleri ile hastane ve tıp merkezlerine aittir. Tartışma ve Sonuç: Çalışma sonucunda; özellikle sağlık hizmet sunumundaki idari süreçler ve bekleme süreleri gibi yönetimsel konular, tıbbi işlemler ile sağlık personeli iletişiminden kaynaklanan problemler ön plana çıkmaktadır.
Purpose: The aim of this study is to evaluate the satisfaction and complaint status in health service delivery with the applications made to Call Center of the Ministry of Health (SABIM).Method: The universe of the study consists of the applications made between 2017-2019 through the SABIM line related to all health institutions located in Kadıköy, Istanbul. The sample was not selected and all applications related to the specified period were examined. In this descriptive and cross-sectional study, the data were analyzed retrospectively. The data were presented with descriptive statistics, categorical variables were compared with Pearson Chi-Square Test and Chi-Square Trend Analysis, and p<0.05 was taken as the significance value.Results: 89.1% of all applications consist of complaints. In all years, the highest number of applications are related to health service delivery and administrative procedures. Applications made to the SABIM system differ statistically significantly in terms of their frequency compared to public and private health institutions, and the rate of applications for public institutions is higher. 49.15% of the applications related to public health institutions are related to health service delivery and administrative procedures, 27.40% are related to non-compliance with working hours and 14.03% are health personnel communication problems. On the other hand, 29.97% of the applications to private health institutions are medical practices and treatment, 28.71% are health service fees, and 27.52% are health service delivery and administrative procedures. Applications made to the SABIM system vary according to the institution to which the application is made, with the highest application percentages to family health centers, hospitals, and medical centers.Discussion and Conclusion: As a result of the study, administrative issues such as administrative processes and waiting times in health service delivery; problems arising from medical procedures and health personnel communication come to the fore.
Purpose: The aim of this study is to evaluate the satisfaction and complaint status in health service delivery with the applications made to Call Center of the Ministry of Health (SABIM).Method: The universe of the study consists of the applications made between 2017-2019 through the SABIM line related to all health institutions located in Kadıköy, Istanbul. The sample was not selected and all applications related to the specified period were examined. In this descriptive and cross-sectional study, the data were analyzed retrospectively. The data were presented with descriptive statistics, categorical variables were compared with Pearson Chi-Square Test and Chi-Square Trend Analysis, and p<0.05 was taken as the significance value.Results: 89.1% of all applications consist of complaints. In all years, the highest number of applications are related to health service delivery and administrative procedures. Applications made to the SABIM system differ statistically significantly in terms of their frequency compared to public and private health institutions, and the rate of applications for public institutions is higher. 49.15% of the applications related to public health institutions are related to health service delivery and administrative procedures, 27.40% are related to non-compliance with working hours and 14.03% are health personnel communication problems. On the other hand, 29.97% of the applications to private health institutions are medical practices and treatment, 28.71% are health service fees, and 27.52% are health service delivery and administrative procedures. Applications made to the SABIM system vary according to the institution to which the application is made, with the highest application percentages to family health centers, hospitals, and medical centers.Discussion and Conclusion: As a result of the study, administrative issues such as administrative processes and waiting times in health service delivery; problems arising from medical procedures and health personnel communication come to the fore.
Açıklama
Anahtar Kelimeler
Hasta şikâyeti, hasta tatmini, SABİM, sağlık yönetimi.
