Aile hekimlerinin iletişim becerilerinin hasta memnuniyeti üzerine etkisi (Edirne il merkezi örneği)
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Dosyalar
Tarih
2019
Yazarlar
Dergi Başlığı
Dergi ISSN
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Yayıncı
Trakya Üniversitesi, Tıp Fakültesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Trakya Üniversitesi Tıp Fakültesi Aile Hekimliği Anabilim Dalı tarafından yapılan bu çalışma; Edirne İl merkezindeki aile sağlığı merkezlerine başvuran hastaların memnuniyet düzeyleri, memnuniyet düzeylerine etki eden faktörler ile bu merkezlerde çalışan hekimlerin iletişim beceri düzeyleri, hekim iletişim becerilerine etki eden faktörler ve hekimlerin iletişim becerilerinin hastaların memnuniyet düzeylerine etkilerini belirlemek amacıyla yapıldı. Çalışmamıza Kasım 2017 ile Ocak 2018 tarihleri arasında Edirne İl merkezindeki aile sağlığı merkezlerinde çalışan 49 aile hekimi ile bu merkezlere başvuran ve 18 yaş üzerinde olan 1937 kişi katılmıştır. Kesitsel tipte yapılan çalışmamızda; hastalardan veri toplamak amacıyla sosyodemografik değerlendirme anketi ve EUROPEP (European Patients Evaluate General/Family Practice) Ölçeği’ nin Türkçe versiyonu kullanıldı, hekimlerden veri toplamak amacıyla sosyodemografik değerlendirme anketi ve İletişim Beceri Envanteri kullanıldı. Çalışmamıza katılan hastaların memnuniyet düzeylerinde; yaş arttıkça, okuryazar olmayanlar ve ilkokul mezunlarında, aile hekimlerine ziyaret sıklığı arttıkça, son 15 günlük sağlık durumları kötüye gittikçe, kronik hastalık varlığında anlamlı olarak artış gösterdiği saptandı. Kadın cinsiyet, bekarlarda ve aylık gelir düzeyi arttıkça memnuniyet düzeyleri anlamlı olarak azalmaktaydı. Çalışmamıza katılan hekimlerin zihinsel, duygusal, davranışsal ve genel iletişim beceri puanları yüksek olarak saptanmıştır. Hekimlerin hastalarının memnuniyet durumlarına duyarlı olduğu, hasta memnuniyetleri düşünce hekimlerin hastanın sosyal ve duygusal işaretlerini algılama, empati kurma, sözsüz iletişim gibi duygusal iletişim becerilerinde de artış olduğu gözlenmiştir. Sağlık hizmet sunumunda hasta memnuniyeti, sağlık sonucunun önemli bir göstergesidir. Hastalardan alınan geribildirimler sağlık hizmet kalitesini arttırmak ve eksikliklerin tespit edilip iyileştirilmesi açısından önem taşır. Hastaların memnuniyet düzeylerine etki eden faktörlerden biri de hekimin iletişim becerileridir. Hekimlerin etkili iletişim becerilerine sahip olmaları; hastaların tanı, tedavi ve rehabilitasyon sürecinde önemli katkı sağlar. Bu nedenle hastaların memnuniyet düzeylerinin belirli aralıklarla değerlendirilmesi ve hekimlerin iletişim becerilerinin hizmet içi eğitimle desteklenmesinin; sağlık hizmetlerindeki eksikleri gidererek sağlık hizmet kalitesinin artışında etkili olacağı düşünülmüştür.
This study, which was conducted by the Family Medicine Department of the Medical School of Trakya University, was intended to identify the levels of satisfaction of the patients referred to the family health centers in the provincial center of Edirne and the factors affecting their levels of satisfaction as well as the levels of communicational skills of the physicians working at the centers, the factors affecting their skills and the effects of the communicational skills of the physicians on the levels of satisfaction of the patients. Forty nine family physicians who works in health centers in the provincial center of Edirne between November 2017 and January 2018 as well as 1937 people consulting these centers and is over 18 paticipated our study. In our cross sectional type of study, with the aim of collecting data from patient, socio demographic assessment questionnaire and Turkish version of EUROPEP (European Patients Evaluate General/Family practice) was used. With a view to collecting data from physicians, assessment questionnaire and communication skills inventory was used. In the satisfaction levels of the patients participating our study, as the age increases, as the frequency of visits to family physicians in illiterate and elementary school graduates increases, as their health status of the last 15 days worsens it has been detected that in the presence of chronic disease has increased significantly. In female gender and singles as monthly level of income increases, their levels of satisfaction have decreased pointedly. The mental, emotional, behavioural and general communication scores of the physicians participating in our study was determined to be high. It was observed that the physicians were sensitive to the satisfaction of the patients, patient satisfaction was also observed in physicians' emotional communication skills such as perception of the patient's social and emotional signs, empathy, nonverbal communication. In the presentation of health service, patient satisfaction is an important indicator of health outcome. Feedbacks received from patients are vital important in terms of enhancing and improving the quality of health service. One of the factors that affects the satisfaction level of patients is also communication skills of the physicians. The fact that the physicians have effective communication skills contributes significantly in patient’s diagnosis, treatment and rehabilitation period. Therefore, it has been thought that satisfaction level of patients is evaluated regularly and communication skills of physicians are supported by in-service training will be effective in the increase of the quality of health service by making up the deficiencies.
This study, which was conducted by the Family Medicine Department of the Medical School of Trakya University, was intended to identify the levels of satisfaction of the patients referred to the family health centers in the provincial center of Edirne and the factors affecting their levels of satisfaction as well as the levels of communicational skills of the physicians working at the centers, the factors affecting their skills and the effects of the communicational skills of the physicians on the levels of satisfaction of the patients. Forty nine family physicians who works in health centers in the provincial center of Edirne between November 2017 and January 2018 as well as 1937 people consulting these centers and is over 18 paticipated our study. In our cross sectional type of study, with the aim of collecting data from patient, socio demographic assessment questionnaire and Turkish version of EUROPEP (European Patients Evaluate General/Family practice) was used. With a view to collecting data from physicians, assessment questionnaire and communication skills inventory was used. In the satisfaction levels of the patients participating our study, as the age increases, as the frequency of visits to family physicians in illiterate and elementary school graduates increases, as their health status of the last 15 days worsens it has been detected that in the presence of chronic disease has increased significantly. In female gender and singles as monthly level of income increases, their levels of satisfaction have decreased pointedly. The mental, emotional, behavioural and general communication scores of the physicians participating in our study was determined to be high. It was observed that the physicians were sensitive to the satisfaction of the patients, patient satisfaction was also observed in physicians' emotional communication skills such as perception of the patient's social and emotional signs, empathy, nonverbal communication. In the presentation of health service, patient satisfaction is an important indicator of health outcome. Feedbacks received from patients are vital important in terms of enhancing and improving the quality of health service. One of the factors that affects the satisfaction level of patients is also communication skills of the physicians. The fact that the physicians have effective communication skills contributes significantly in patient’s diagnosis, treatment and rehabilitation period. Therefore, it has been thought that satisfaction level of patients is evaluated regularly and communication skills of physicians are supported by in-service training will be effective in the increase of the quality of health service by making up the deficiencies.
Açıklama
Anahtar Kelimeler
Hasta Memnuniyeti, İletişim, Hasta-Hekim İletişimi, Aile Hekimliği, Patient Satisfaction, Communication, Patient-Physician Communication, Family Practice
