Research Article
BibTex RIS Cite

PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS

Year 2018, Volume: 4 Issue: 7, 9 - 20, 31.10.2018

Abstract

Hospitals are health organizations that provide
preventive, curative, rehabilitative and health promoting health services. The
understanding that the health services offered by hospitals in order to meet
the needs of the patients should be consistent with the existing professional
knowledge and techniques and to provide the desired outputs has brought the
concept of quality in health services to the agenda. There are two approaches
about the quality of health care services; technical quality and perceived
quality.  While technical quality is the
ability to present the routine knowledge of health professionals, perceived
quality is the general judgment of health care users regarding the excellence
of the health service offered. Inasmuch as patients can assess the quality as
perceived quality more, this study is designed to allow patients to assess the
health care they receive in terms of perceived quality. The objective of this study is to measure the physical qualities
of public and private hospitals in Ankara and to evaluate the results a
comparative way. The population of this study is composed of patients who visit
public and private hospitals operating in Ankara between October 2015 and April
2016. Easy sampling method was used in the selection of the sample and 557
patients were evaluated by asking questions about the physical characteristics
dimension specified in the Servqual Service Quality Scale. As a result of the analysis performed, statistically significant
difference was found in all the expressions forming the physical quality
dimension of the hospitals according to the properties of the hospitals (p
<0,05). According to this, it is found that private hospitals have higher
average score than public hospitals have in expressions of the hospitals have
technological suitability and modern equipments (4,07 ± 1,07), hospital
buildings are visually attractive (3,95 ± 1,09), hospital employees have good
and clean appearance (4,30 ± 0, 99) and hospital is attractive with additional
services as well as basic services offered (3,89 ± 1,07).This result can be
explained by the fact that private hospitals are more recent structures, have
more modern technology and equipments, they are profit-oriented institutions
and therefore pay more attention to physical characteristics, taking into
account patients' quality perceptions.

References

  • Devebakan, N. (2006). Sağlık İşletmelerinde Teknik ve Algılanan Kalite. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 8(1), 120-149.Donabedian, A. (1988). Quality Assessment and Assurance: Unity of Purpose, Diversity of Means. Inquiry, 25(1), 173-192.Erdem, Ş., and Uslu, H.N. (2010). Marka Değerinin Marka Genişlemesine Etkisi. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 19(1), 166-184.Gürsoy, A. (2013). Sağlık Sektöründe Hzmet Kaltesinn Servqual Ölçeğiyle Değerlendirlmesi: Bir Kamu Hastanesi Uygulaması. Yüksek lisan tezi, İstanbul Üniversitesi, İstanbul.Harput, S. (2014). Yeditepe Üniversitesi Hastanesinde Yatan Hastalarda Beklenen ve Algılanan Hizmet Kalitesinin Servqual Ölçeği ile Değerlendirilmesi. Yüksek Lisan Tezi, Beykent Üniversitesi, İstanbul.Has, L. (2015). Özel Diş Kliniğine Başvuran Hastalarda Beklenen ve Algılanan Hizmet Kalitesinin Servqual Ölçeği ile Değerlendirilmesine Yönelik Bir Çalışma. Yüksek lisan tezi, İstanbul Arel Üniversitesi, İstanbul.Li, M., Lowrie, D.B., Huang, C., Lu, X., Zhu, Y., Wu, X., Shayiti, M., Tan, Q., Yang, H., Chen, S., Zhao, P., He, S., Wang, X., and Lu, H. (2015). Evaluating Patients' Perception of Service Quality at Hospitals in Nine Chinese Cities by Use of the Servqual Scale. Asian Pacific Journal of Tropical Biomedicine, 5(6), 497-504.Lohr, K.N., and Schroeder, S.A. (1990). A Strategy for Quality Assurance in Medicare. New England Journal of Medicine, 322(10), 707-712.Mahapatra, S. (2013). A Comparative Study of Service Quality Between Private and Public Hospitals: Empirical Evidences from India. Journal of Medical Marketing, 13(2), 115-127.McAlexander, J.H., Kaldenburg, D.O., and Koenig, H.F. (1994). Service Quality Measurement. Marketing Health Services 14(3), 34.Pramanik, A. (2016). Patients’ Perception of Service Quality of Health Care Services in India: A Comparative Study on Urban and Rural Hospitals. Journal of Health Management, 18(2), 205-217.Ramanujam, P.G. (2011). Service Quality in Health Care Organisations: A Study of Corporate Hospitals in Hyderabad. Journal of Health Management, 13(2), 177-202.Schuster, M.A., McGlynn, E.A., and Brook, R.H. (1998). How Good is The Quality of Health Care in the United States?. Milbank Quarterly 76(4), 517-563.Singh, P. (2013). Comparıson of Servıce Qualıty Between Private and Public Hospitals: Empirical Evidences from Varanasi District in up. Paradigm, 17(1), 37-46.Sofaer, S., and Firminger, K. (2005). Patient Perceptions of the Quality of Health Services. Annual Review of Public Health, 26, 513-559.Taş, D. (2009). Sağlık Hizmet Kalitesinin Ölçümüne İlişkin Bir Uygulama. Yüksek lisans tezi, İstanbul Üniversitesi, İstanbul.Tengilimoğlu, D., Işık, O., and Akbolat, M. (2015). Sağlık İşletmeleri Yönetimi. Nobel Akademik Yayıncılık Eğitim Danışmalık: Ankara.Tomes, A.E., and Peng, S.C. (1995). Service Quality in Hospital Care: The Development of an in-Patient Questionnaire. International Journal of Health Care Quality Assurance, 8(3), 25-33.Torun, E. (2009). Dr. Sami Ulus Çocuk Hastalıkları Hastanesinde Beklenen ve Algılanan Hizmet Kalitesinin Servqual Ölçeği ile Değerlendirilmesi. Yüksek lisans tezi, Abant İzzet Baysal Üniversitesi, Bolu.Yazgan, M. (2009). Sağlık İşletmelerinde, Hizmet Kalitesinin Sağlık Hizmeti Sunan ve Sağlık Hizmeti Alan Taraflarca Değerlendirilmesi. Yüksek lisans tezi, Dokuz Eylül Üniversitesi, İzmir.Yörük, E. (2011). Hastanelerde Hizmet Kalitesinin Ölçülmesi: Afyonkarahisar İlinde Bir Araştırma. Yüksek lisans tezi, Afyon Kocatepe Üniversitesi, Afyonkarahisar.Zeithaml, V.A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis Of Evidence. The Journal of Marketing, 52(3), 2-22.Zifko-Baliga, G.M., and Krampf, R.F. (1997). Managing Perceptions of Hospital Quality. Marketing Health Services, 17(1), 28-35.
Year 2018, Volume: 4 Issue: 7, 9 - 20, 31.10.2018

Abstract

References

  • Devebakan, N. (2006). Sağlık İşletmelerinde Teknik ve Algılanan Kalite. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 8(1), 120-149.Donabedian, A. (1988). Quality Assessment and Assurance: Unity of Purpose, Diversity of Means. Inquiry, 25(1), 173-192.Erdem, Ş., and Uslu, H.N. (2010). Marka Değerinin Marka Genişlemesine Etkisi. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 19(1), 166-184.Gürsoy, A. (2013). Sağlık Sektöründe Hzmet Kaltesinn Servqual Ölçeğiyle Değerlendirlmesi: Bir Kamu Hastanesi Uygulaması. Yüksek lisan tezi, İstanbul Üniversitesi, İstanbul.Harput, S. (2014). Yeditepe Üniversitesi Hastanesinde Yatan Hastalarda Beklenen ve Algılanan Hizmet Kalitesinin Servqual Ölçeği ile Değerlendirilmesi. Yüksek Lisan Tezi, Beykent Üniversitesi, İstanbul.Has, L. (2015). Özel Diş Kliniğine Başvuran Hastalarda Beklenen ve Algılanan Hizmet Kalitesinin Servqual Ölçeği ile Değerlendirilmesine Yönelik Bir Çalışma. Yüksek lisan tezi, İstanbul Arel Üniversitesi, İstanbul.Li, M., Lowrie, D.B., Huang, C., Lu, X., Zhu, Y., Wu, X., Shayiti, M., Tan, Q., Yang, H., Chen, S., Zhao, P., He, S., Wang, X., and Lu, H. (2015). Evaluating Patients' Perception of Service Quality at Hospitals in Nine Chinese Cities by Use of the Servqual Scale. Asian Pacific Journal of Tropical Biomedicine, 5(6), 497-504.Lohr, K.N., and Schroeder, S.A. (1990). A Strategy for Quality Assurance in Medicare. New England Journal of Medicine, 322(10), 707-712.Mahapatra, S. (2013). A Comparative Study of Service Quality Between Private and Public Hospitals: Empirical Evidences from India. Journal of Medical Marketing, 13(2), 115-127.McAlexander, J.H., Kaldenburg, D.O., and Koenig, H.F. (1994). Service Quality Measurement. Marketing Health Services 14(3), 34.Pramanik, A. (2016). Patients’ Perception of Service Quality of Health Care Services in India: A Comparative Study on Urban and Rural Hospitals. Journal of Health Management, 18(2), 205-217.Ramanujam, P.G. (2011). Service Quality in Health Care Organisations: A Study of Corporate Hospitals in Hyderabad. Journal of Health Management, 13(2), 177-202.Schuster, M.A., McGlynn, E.A., and Brook, R.H. (1998). How Good is The Quality of Health Care in the United States?. Milbank Quarterly 76(4), 517-563.Singh, P. (2013). Comparıson of Servıce Qualıty Between Private and Public Hospitals: Empirical Evidences from Varanasi District in up. Paradigm, 17(1), 37-46.Sofaer, S., and Firminger, K. (2005). Patient Perceptions of the Quality of Health Services. Annual Review of Public Health, 26, 513-559.Taş, D. (2009). Sağlık Hizmet Kalitesinin Ölçümüne İlişkin Bir Uygulama. Yüksek lisans tezi, İstanbul Üniversitesi, İstanbul.Tengilimoğlu, D., Işık, O., and Akbolat, M. (2015). Sağlık İşletmeleri Yönetimi. Nobel Akademik Yayıncılık Eğitim Danışmalık: Ankara.Tomes, A.E., and Peng, S.C. (1995). Service Quality in Hospital Care: The Development of an in-Patient Questionnaire. International Journal of Health Care Quality Assurance, 8(3), 25-33.Torun, E. (2009). Dr. Sami Ulus Çocuk Hastalıkları Hastanesinde Beklenen ve Algılanan Hizmet Kalitesinin Servqual Ölçeği ile Değerlendirilmesi. Yüksek lisans tezi, Abant İzzet Baysal Üniversitesi, Bolu.Yazgan, M. (2009). Sağlık İşletmelerinde, Hizmet Kalitesinin Sağlık Hizmeti Sunan ve Sağlık Hizmeti Alan Taraflarca Değerlendirilmesi. Yüksek lisans tezi, Dokuz Eylül Üniversitesi, İzmir.Yörük, E. (2011). Hastanelerde Hizmet Kalitesinin Ölçülmesi: Afyonkarahisar İlinde Bir Araştırma. Yüksek lisans tezi, Afyon Kocatepe Üniversitesi, Afyonkarahisar.Zeithaml, V.A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis Of Evidence. The Journal of Marketing, 52(3), 2-22.Zifko-Baliga, G.M., and Krampf, R.F. (1997). Managing Perceptions of Hospital Quality. Marketing Health Services, 17(1), 28-35.
There are 1 citations in total.

Details

Primary Language English
Subjects Health Care Administration
Journal Section Orginal Research
Authors

Yasin Çilhoroz 0000-0002-5171-7779

Oğuz Işık 0000-0001-7368-7024

Publication Date October 31, 2018
Published in Issue Year 2018 Volume: 4 Issue: 7

Cite

APA Çilhoroz, Y., & Işık, O. (2018). PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS. Journal of International Health Sciences and Management, 4(7), 9-20.
AMA Çilhoroz Y, Işık O. PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS. Journal of International Health Sciences and Management. October 2018;4(7):9-20.
Chicago Çilhoroz, Yasin, and Oğuz Işık. “PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS”. Journal of International Health Sciences and Management 4, no. 7 (October 2018): 9-20.
EndNote Çilhoroz Y, Işık O (October 1, 2018) PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS. Journal of International Health Sciences and Management 4 7 9–20.
IEEE Y. Çilhoroz and O. Işık, “PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS”, Journal of International Health Sciences and Management, vol. 4, no. 7, pp. 9–20, 2018.
ISNAD Çilhoroz, Yasin - Işık, Oğuz. “PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS”. Journal of International Health Sciences and Management 4/7 (October 2018), 9-20.
JAMA Çilhoroz Y, Işık O. PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS. Journal of International Health Sciences and Management. 2018;4:9–20.
MLA Çilhoroz, Yasin and Oğuz Işık. “PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS”. Journal of International Health Sciences and Management, vol. 4, no. 7, 2018, pp. 9-20.
Vancouver Çilhoroz Y, Işık O. PHYSICAL QUALITY ASSESSMENT IN HEALTHCARE ORGANIZATIONS. Journal of International Health Sciences and Management. 2018;4(7):9-20.