Title

Consumer Opinions With Ancillary Hospital Services: Improving Service Delivery In Turkish Hospitals

Keywords

Consumer opinion; Consumer satisfaction; Foreign medical care; Impressions of foreign medical service; Turkey: health care

Abstract

This article reports the results of 2,045 consumer interviews conducted after discharge from 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 and 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.

Publication Date

12-2-1999

Publication Title

Journal of Medical Systems

Volume

23

Issue

5

Number of Pages

363-375

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1023/A:1020529217414

Socpus ID

0032702454 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/0032702454

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