Abstract
The Problem of the Study: Despite the globalization in health services and technological integrations, patients still face with uncalled-for waiting times in service encounter process. This waiting time cannot be limited to not only waiting physicians but also waiting for treatment, waiting for an emergency or waiting for an accident case. It is aimed in this study to understand the effects of these waiting times on psychological effects on patient satisfaction.
The Purpose of the Study: It is aimed in this study to evaluate the level of patient satisfaction by analyzing and evaluating waiting in queues and appointment system in policlinic units of State Hospital.
Method: This study mainly consists of the patients that are provided services from State Hospital. The study was conducted based on a survey system with 150 patients in 4 policlinics between 28.04.2014 and 09.05.2014.
Findings and Results : Even though waiting periods change in each polyclinics, the most intense times of queues are between 08:00-11:00 and 13:00 and15:00. Generally waiting periods in Otorhinolaryngology is 62 minutes, 45 minutes in General Surgery , 47 minutes in Ophthalmologicclinic and 68 minutes in Internal Diseases clinic. The highest contentedness level in appointment system is in Ophthalmologic clinic. Periods in waiting in queues are much more than those in appointment system. At the end of the study, it is determined that appointment system is more efficient than waiting in the queues.
References
- Alagöz Akif, Queuing and Appointment Systems in Public Hospitals: Central Patient Appointment System, Beykent University Institute of Social Sciences, Master Thesis, İstanbul 2013.
- Brahimi M.et al, “Queuing Models For Out-Patient Appointment Systems: A Case Study’’, Journal Of The Operational Research Society,1991, 42(9):733-746.
- Fedai Turan, et al,Factors That Cause Time loss of Physicians in a Dental Clinic, Journal of Hacettepe Health Administration,1 (2000), 47-52.
- Gürpınar Koray, Karahan Atilla, A Research on the Activity of the Queue and Appointment System in Hospitals: Afyon State Hospital Example, Social and Economic Research Journal, 17(2009), 156-172.
- Luck G.M et al.,Patient Hospitals and Operational Research, Tavistock Publications, London, 1971, pp.94-113.
- Ministry of Health, Health Project General Coordinator, Survey on Benefiting from Health Services in Turkey, Healthy Strategy,1994, 4:17.
- Tekin Bilgehan, Healthcare System Activities: Comparison of a Public Hospital and a Private Hospital, Çankırı Karatekin University Institute of Social Sciences Journal, 2015, 6(1): 483-506.
- http://www.sisoft.com.tr/haber/page?SYF=Detay&hb=2071 Access Date:08.02.2015 www.mhrs.gov.tr Access Date:19.03.2015. 30
Abstract
References
- Alagöz Akif, Queuing and Appointment Systems in Public Hospitals: Central Patient Appointment System, Beykent University Institute of Social Sciences, Master Thesis, İstanbul 2013.
- Brahimi M.et al, “Queuing Models For Out-Patient Appointment Systems: A Case Study’’, Journal Of The Operational Research Society,1991, 42(9):733-746.
- Fedai Turan, et al,Factors That Cause Time loss of Physicians in a Dental Clinic, Journal of Hacettepe Health Administration,1 (2000), 47-52.
- Gürpınar Koray, Karahan Atilla, A Research on the Activity of the Queue and Appointment System in Hospitals: Afyon State Hospital Example, Social and Economic Research Journal, 17(2009), 156-172.
- Luck G.M et al.,Patient Hospitals and Operational Research, Tavistock Publications, London, 1971, pp.94-113.
- Ministry of Health, Health Project General Coordinator, Survey on Benefiting from Health Services in Turkey, Healthy Strategy,1994, 4:17.
- Tekin Bilgehan, Healthcare System Activities: Comparison of a Public Hospital and a Private Hospital, Çankırı Karatekin University Institute of Social Sciences Journal, 2015, 6(1): 483-506.
- http://www.sisoft.com.tr/haber/page?SYF=Detay&hb=2071 Access Date:08.02.2015 www.mhrs.gov.tr Access Date:19.03.2015. 30
Details
| Subjects | Health Care Administration |
|---|---|
| Journal Section | Orginal Research |
| Authors | |
| Publication Date | October 10, 2017 |
| Published in Issue | Year 2016 Volume: 2 Issue: 3 |
