Customer satisfaction in health: A research in public hospitals

Abstract

Objective: Hospitals constitute the widest part of treatment services, and it is important to measure the satisfaction of the customers, i.e patients, from the service they received in terms of these institutions in order to improve themselves. The purpose of this study is also defined the satisfaction of in-patient in public hospitals (secondary and tertiary) in Sivas province. Method: Patients are hospitalized in Sivas Numune Hospital and Sivas Cumhuriyet University Practice and Research Hospital consisted of the population and sample of the study . The survey method was used as a data collection tool, and the data of the study were collected from 697 in-patients between 1 November 2018 and 31 January 2019. The data were evaluated in the statistical package program with descriptive statistics, “independent sample T test” and “Anova test”. Results: It was found that the satisfaction levels of the patients hospitalized in Sivas Numune hospital, those treated in the internal clinics, men and primary school graduates were statistically significantly higher than the other groups. Conclusions: It can be said that the patients are more satisfied with the health services they receive from the secondary level public hospital.