Consumer opinions with ancillary hospital services: Improving service delivery in Turkish hospitals

    Authors

    D. Tengilimoglu; A. Kisa;S. F. Dziegielewski

    Comments

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    Abbreviated Journal Title

    J. Med. Syst.

    Keywords

    consumer opinion; consumer satisfaction; Turkey : health care; foreign; medical care; impressions of foreign medical service; PATIENT SATISFACTION SURVEYS; HEALTH-CARE; Health Care Sciences & Services; Medical Informatics

    Abstract

    This article reports the results of 2,045 consumer interviews conducted after discharge front seven major public and private hospitals in the country of Turkey. The direct measurement of consumer-satisfaction and utilization of this information to improve service delivery is a relatively new phenomena for this country. Based on postdischarge consumer interviews information on satisfaction of several ancillary hospital service variables was identified and inclusion for achieving overall consumer satisfaction is emphasized Two critical areas were examined: ancillary staff and consumer relations and overall impressions of the comfort of the facility. Relationships anti percentages within and among these variables are reported. Overall, the majority of the complaints noted by consumers were not related to direct treatment rather they focused on interactions with the hospital's staff and other services provided by the facility (e.g., comfort, cleanliness, parking etc.). When comparing the different hospitals across these variables significant differences were noted at the .05 level between the seven different hospitals examined, Findings and recommendations from this study are presented to assist in providing a basis for the development of improved consumer satisfaction.

    Journal Title

    Journal of Medical Systems

    Volume

    23

    Issue/Number

    5

    Publication Date

    1-1-1999

    Document Type

    Article

    Language

    English

    First Page

    363

    Last Page

    375

    WOS Identifier

    WOS:000083816500003

    ISSN

    0148-5598

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