Journal of Reconstructive Urology

.: ORIGINAL RESEARCH
Survey Study on Patients' Expectations Regarding Health Services Offered at the Urology Outpatient Clinic: A Descriptive Research
Üroloji Polikliniğine Başvuran Hastaların Sunulacak Sağlık Hizmetine Dair Beklentilerini Anlamaya Yönelik Anket Çalışması: Tanımlayıcı Araştırma
Buğra ÇETİNa , Mustafa Asım AVCIb , Mustafa Gökhan KÖSEc , Burak ARSLANc , Enver ÖZDEMİRc
aAltınbaş University Medical Park Bahçelievler Hospital, Department of Urology, İstanbul, Türkiye
bBiruni University Faculty of Medicine, Department of Urology, İstanbul, Türkiye
cGaziosmanpaşa Training and Research Hospital, Clinic of Urology, İstanbul, Türkiye
J Reconstr Urol. 2024;14(2):42-54
doi: 10.5336/urology.2024-104636
Article Language: EN
Full Text
ABSTRACT
 Objective: The aim of this study is to determine how patients' expectations of healthcare services and physicians vary based on demographic factors such as gender, education level, and economic status, and to explore the relationship between these expectations and satisfaction. Additionally, it seeks to analyze the levels of dissatisfaction when these expectations are not met and how this information can contribute to the improvement of healthcare policies and practices. Material and Methods: A survey was conducted with 556 patients at a urology outpatient clinic between March and June 2023. Patients were asked 23 questions regarding demographics, clinical expectations, and satisfaction factors. Data were analyzed using the chi-square test. Results: The majority of participants were male (68.3%) and had low-income levels (73.7%). Most patients sought examination within 24 hours and expected an examination time of 5-15 minutes. Women's desire to reach their doctors by phone was significantly higher than men's (p=0.004). Higher education correlated with lower dissatisfaction rates even if hospital demands were unmet (p<0.0001). Low-income individuals were more likely to be dissatisfied with their doctors if unsatisfied with general hospital services (p=0.028). Middle-high income individuals were more likely to pay for examination by a preferred academic title physician (p=0.011). Conclusion: Patient expectations vary based on gender, education level, and economic status, significantly influencing satisfaction. Understanding these parameters can guide improvements in healthcare policies and practices.

Keywords: Hospital-patient relations; patient preference; physician-patient relations; patient rights
ÖZET
 Amaç: Bu çalışmanın amacı, hastaların sağlık hizmetleri ve hekimlerden beklentilerinin cinsiyet, eğitim seviyesi ve ekonomik durum gibi demografik faktörlere göre nasıl değiştiğini belirlemek ve bu beklentiler ile memnuniyet arasındaki ilişkiyi keşfetmektir. Ayrıca, bu beklentilerin karşılanmadığı durumlarda ortaya çıkan memnuniyetsizlik düzeylerini analiz etmek; bu bilgilerin sağlık politikaları ve uygulamalarının iyileştirilmesine nasıl katkıda bulunabileceğini araştırmaktır. Gereç ve Yöntemler: Mart ve Haziran 2023 tarihleri arasında bir üroloji polikliniğinde 556 hasta ile bir anket çalışması gerçekleştirilmiştir. Hastalara demografik bilgiler, klinik beklentiler ve memnuniyet faktörleriyle ilgili 23 soru sorulmuştur. Veriler ki-kare testi kullanılarak analiz edilmiştir. Bulgular: Katılımcıların çoğunluğu erkek (%68,3) ve düşük gelir seviyesine (%73,7) sahiptir. Çoğu hasta, 24 saat içinde muayene olmayı ve 5-15 dk süren bir muayene süresi beklemektedir. Kadınların doktorlarına telefonla ulaşma isteği erkeklerden anlamlı derecede daha yüksektir (p=0,004). Daha yüksek eğitim seviyeleri, hastane talepleri karşılanmasa bile daha düşük memnuniyetsizlik oranlarıyla korelasyon göstermektedir (p<0,0001). Düşük gelirli bireyler, genel hastane hizmetlerinden memnun kalmadıklarında doktorlarından da daha fazla memnuniyetsizlik yaşamaktadır (p=0,028). Orta-yüksek gelirli bireyler, tercih ettikleri akademik ünvana sahip bir hekim tarafından muayene olmak için ödeme yapmaya daha yatkındır (p=0,011). Sonuç: Hasta beklentileri, cinsiyet, eğitim seviyesi ve ekonomik duruma göre değişiklik göstermekte ve memnuniyeti önemli ölçüde etkilemektedir. Bu parametrelerin anlaşılması, sağlık politikaları ve uygulamalarının iyileştirilmesinde rehberlik edebilir.

Anahtar Kelimeler: Hastane-hasta ilişkileri; hasta tercihi; doktor hasta ilişkileri; hasta hakları
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