Patients’ Satisfaction Levels with Hospital Services at a University Hospital

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Objective: This work was carried out to determine the patients’ satisfaction levels with physical condition and transportation, secretarial and legal processes and outpatient services in Afyon Kocatepe University Hospital. Material and Methods: A questionnaire was applied through face-to-face interviews with 345 individuals who accepted to participate in this study. The satisfaction levels about hospital services were evaluated using 5-point likert scale in the questionnaire. Mean satisfaction levels were graded between 1 and 5. Results: Patients’ satisfaction levels were determined as 4.04±0.83 for physical condition and transportation, 3.99±0.98 for secretarial and legal processes, and 4.14±0.83 for outpatient services. Patients above 50 years old expressed that they were more pleasant with hospital services than younger group (p 0.05). Satisfaction levels of single patients and patients with higher education level were found to be lower compared to other groups (p 0.05). There were no significant relations between satisfaction levels and patients’ occupation, income status, and social security. The satisfaction levels of patients who will prefer the same hospital or outpatient service in the case of their illness were found to be higher (p 0.001). Conclusion: Generally, patients were found to be highly satisfied in terms of physical condition and transportation, secretarial and legal processes and outpatient services in the hospital. The factors that adversely affect the satisfaction levels were determined and the measures to be taken were emphasized.

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Patient satisfaction , quality , hospital

Kocatepe Medical Journal

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Kocatepe Medical Journal