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Journals / Dokuz Eylül Üniversitesi Tıp Fakültesi Dergisi / 2024 / Volume: 38 Issue: 3

A QUALITY INDICATOR FOR ACCREDITED MEDICAL LABORATORIES: A RETROSPECTIVE STUDY ON PATIENT SATISFACTION SURVEY

AKREDİTE TIBBİ LABORATUVARLAR İÇİN BİR KALİTE GÖSTERGESİ: HASTA MEMNUNİYET ANKETİ HAKKINDA RETROSPEKTİF ÇALIŞMA

Seher Kabul(DOKUZ EYLÜL ÜNİVERSİTESİ, TIP FAKÜLTESİ)0000-0003-2077-4815
Tuncay Küme(DOKUZ EYLÜL ÜNİVERSİTESİ, TIP FAKÜLTESİ)0000-0003-3440-3513
Sezer Uysal(DOKUZ EYLÜL ÜNİVERSİTESİ, TIP FAKÜLTESİ)0000-0002-1117-0625
Songül Bayram Delibaş(DOKUZ EYLÜL ÜNİVERSİTESİ, TIP FAKÜLTESİ)0000-0001-5430-7217
Özgür Appak(DOKUZ EYLÜL ÜNİVERSİTESİ, TIP FAKÜLTESİ)0000-0003-1810-8346
Pages
189–200
Publication Date
2024-12-27
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The overall satisfaction rate was 73%, which was above our quality target of 70%.

📌 3 Key Takeaways

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Objective & Hypothesis:Aim: Patient satisfaction is a widely used indicator to measure service quality in any healthcare system.
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Key Findings & Data:In this study, it was aimed to evaluate the results of the questionnaire applied to measure the satisfaction levels of patients with laboratory services in 2021 and 2022 as a quality indicator of Dokuz Eylül University Application and Research Hospital Central Laboratory and to review the reasons for dissatisfaction.
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Conclusion & Impact:The overall satisfaction rate was 73%, which was above our quality target of 70%.
🔬Design:Survey & Empirical Study
📍Scope:2021 Verileri
⚙️Variables:ISO15189 · tıbbi laboratuvar · anket

Abstract

Aim: Patient satisfaction is a widely used indicator to measure service quality in any healthcare system. In this study, it was aimed to evaluate the results of the questionnaire applied to measure the satisfaction levels of patients with laboratory services in 2021 and 2022 as a quality indicator of Dokuz Eylül University Application and Research Hospital Central Laboratory and to review the reasons for dissatisfaction. Material and Methods: The data were collected using a patient satisfaction questionnaire administered between January and October each year via the internet address "http://dehis.deu.edu.tr/kalite/merkez_lab_memnuniyet.php". A total of 1470 patients participated in the survey. Results: Most of the participants were male (55%), the average age was 47 years, and about 1/3 of them were first-time users of the central laboratory. The overall satisfaction rate was 73%, which was above our quality target of 70%. Patient satisfaction was low in service areas such as accessibility of telephone service, adequacy of waiting area, and long waiting time. Conclusion: Patient Satisfaction Survey results enable the improvement of health service quality by identifying problems. In this study, it was observed that the time it takes to deliver the results to patients and physical conditions are important factors in patient satisfaction.

Özet

Amaç: Hasta memnuniyeti, herhangi bir sağlık sisteminde hizmet kalitesini ölçmek için yaygın olarak kullanılan bir göstergedir. Bu çalışmada Dokuz Eylül Üniversitesi Uygulama ve Araştırma Hastanesi Merkez Laboratuvarı kalite göstergesi olarak 2021 ve 2022 yıllarında hastaların laboratuvar hizmetlerinden memnuniyet düzeylerini ölçmek için uygulanan anket sonuçlarının değerlendirilmesi ve memnuniyetsizlik nedenlerinin gözden geçirilmesi amaçlandı. Gereç ve Yöntemler: Veriler, her yıl Ocak ile Ekim ayı arasında "http://dehis.deu.edu.tr/kalite/merkez_lab_memnuniyet.php" internet adresi üzerinden uygulanan hasta memnuniyet anketi kullanılarak toplanmıştır. Ankete toplamda 1470 hasta katılmıştır. Bulgular: Katılımcıların çoğu erkek (%55), yaş ortalaması 47, yaklaşık 1/3'i hizmet almak için ilk kez merkez laboratuvarına başvuranlardan idi. Genel memnuniyet oranı %73 olarak saptandı; bu değer %70’in üzerindeki kalite hedefimizin gerçekleşmesini sağlamıştır. Telefonla verilen hizmetin erişilebilirliği, bekleme alanının yeterliliği, sonuç verme süresi gibi hizmet alanlarında ise hasta memnuniyet oranı düşük saptanmıştır. Sonuç: Hasta Memnuniyeti Anketi sonuçları sorunları tespit ederek sağlık hizmeti kalitesinin iyileştirilmesine olanak sağlar. Bu çalışmada sonuçların hastalara ulaştırılması için geçen sürenin ve fiziki koşulların hasta memnuniyetinde önemli faktörler olduğu görülmüştür.

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Cite This Article

Kabul, S., Küme, T., Uysal, S., Delibaş, S. B., Appak, Ö. (2024). A QUALITY INDICATOR FOR ACCREDITED MEDICAL LABORATORIES: A RETROSPECTIVE STUDY ON PATIENT SATISFACTION SURVEY. Dokuz Eylül Üniversitesi Tıp Fakültesi Dergisi, Volume: 38 Issue: 3, 189–200. https://doi.org/10.18614/deutip.1437558

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