Covid-19 salgını süresince hasta ve yakınlarının şikâyetlerindeki değişikliklerin retrospektif analizi
Date
2021
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Bursa Uludağ Üniversitesi
Abstract
Sağlık hizmetlerinin başlıca hedefleri; sunulan sağlık hizmeti kalitesini arttırmak, toplumun her yerine ve tüm bireylerine eşit, etkili, kaliteli sağlık hizmeti sunmak, hasta memnuniyetini yükseltmek, sağlık hizmetlerinin verimliliğini ve etkinliğini daha yüksek seviyelere ulaştırmaktır. Sağlık sektöründe sunulan hizmetin kalitesini belirlemek için hizmet kalitesini oluşturan bileşenleri incelemek gereklidir. Hizmet kalitesini etkileyen faktörler; ortamın fiziksel özellikleri, hizmetin zamanlaması, hizmetin alındığı kişinin konusunda uzman olması, hizmetin sürekliliği, güvenilir ve doğru olmasıdır. 31 Aralık 2019’da Dünya Sağlık Örgütü (DSÖ) Çin Ülke Ofisi, Çin’in Hubei eyaletinin Wuhan şehrinde etiyolojisi bilinmeyen pnömoni vakalarını bildirmiştir. 7 Ocak 2020’de etken daha önce insanlarda tespit edilmemiş yeni bir koronavirüs (2019- nCoV) olarak tanımlanmıştır. Daha sonra 2019-nCoV hastalığının adı Covid-19 olarak kabul edilmiş, virüs SARS-CoV’e yakın benzerliğinden dolayı SARS-CoV-2 olarak isimlendirilmiştir. Ülkemizde Covid-19 ile ilgili çalışmalar 10 Ocak 2020’de başlamış ve 22 Ocak 2020’de T.C. Sağlık Bakanlığı Bilimsel Danışma Kurulu ilk toplantısı gerçekleştirilmiş, alınan önlemler ile ilk Covid-19 vakası 11 Mart 2020 tarihinde ülkemizde görülmüştür. Bu çalışma Mart 2019 ile Kasım 2019 ve Mart 2020 ile Kasım 2020 tarihleri arasında Uludağ Üniversitesi Tıp Fakültesi (UÜTF) hastanesine yönelik yapılmış olan şikâyet başvurularının araştırılması ve Covid-19 pandemisi döneminde şikâyet nedenlerinde farklılık görülüp görülmediğinin belirlenmesi amacıyla yapılmış olup böylece gerekli tedbirlerin alınabilmesi amaçlanmıştır. Araştırmamızda 2019 yılı için 840, 2020 yılı için 668 toplamda 1508 veri incelenmiştir. vi Sağlıkta Dönüşüm Programı (SDP) kapsamında artık hastaların beklentileri de artmıştır. Hasta memnuniyetinin arttırılması, ancak mevcut olan aksaklıkların değerlendirilmesi ve aksaklıklarla ilgili olarak düzenlemelere gidilmesi ile sağlanabilir.
The main objectives of health services are; to increase the quality of services offered, to provide equal, effective and high quality health services to all individuals and groups in the society, to increase patient satisfaction and to improve the efficiency as well as the effectiveness of health services. In order to determine the quality of services provided in the health sector, it is necessary to examine the components that makes up quality service. Factors affecting the quality of service includes; environmental physical characteristics, timing, expertise of the service providers, continuity, reliability and accuracy of the services. On 31 December 2019, the World Health Organization (WHO) China Office reported cases of pneumonia of unknown etiology in China’s city of Wuhan, Hubei province. On January 7 2020, the agent was identified as a new coronavirus (2019- nCoV) that had not been detected in humans before. Later, the name of the 2019-nCoV disease was accepted as Covid-19 and the virus was named SARS-CoV-2 due to its close resemblance to SARS-CoV. Studies on Covid-19 in Turkey started in January 10 2020 and the first meeting by the Scientific Advisory Board of the Ministry of Health was held on January 22. Several measures were taken in this meeting and the first Covid-19 case in our country was seen on March 11, 2020. This study was carried out to investigate the causes of complaints made to Uludağ University Faculty of Medicine (UÜTF) hospital between March - November 2019 and March - November 2020, and to determine viii whether there was a difference in complaints during the Covid-19 pandemic period, so that necessary measures could be taken. A total of 1508 (840 for 2019 and 668 for 2020) data was investigated in this research. Within the scope of the Health Transformation Program (SDP), patient expectations have increased. Increasing patient satisfaction can only be achieved by evaluating the existing problems and making necessary adjustments.
The main objectives of health services are; to increase the quality of services offered, to provide equal, effective and high quality health services to all individuals and groups in the society, to increase patient satisfaction and to improve the efficiency as well as the effectiveness of health services. In order to determine the quality of services provided in the health sector, it is necessary to examine the components that makes up quality service. Factors affecting the quality of service includes; environmental physical characteristics, timing, expertise of the service providers, continuity, reliability and accuracy of the services. On 31 December 2019, the World Health Organization (WHO) China Office reported cases of pneumonia of unknown etiology in China’s city of Wuhan, Hubei province. On January 7 2020, the agent was identified as a new coronavirus (2019- nCoV) that had not been detected in humans before. Later, the name of the 2019-nCoV disease was accepted as Covid-19 and the virus was named SARS-CoV-2 due to its close resemblance to SARS-CoV. Studies on Covid-19 in Turkey started in January 10 2020 and the first meeting by the Scientific Advisory Board of the Ministry of Health was held on January 22. Several measures were taken in this meeting and the first Covid-19 case in our country was seen on March 11, 2020. This study was carried out to investigate the causes of complaints made to Uludağ University Faculty of Medicine (UÜTF) hospital between March - November 2019 and March - November 2020, and to determine viii whether there was a difference in complaints during the Covid-19 pandemic period, so that necessary measures could be taken. A total of 1508 (840 for 2019 and 668 for 2020) data was investigated in this research. Within the scope of the Health Transformation Program (SDP), patient expectations have increased. Increasing patient satisfaction can only be achieved by evaluating the existing problems and making necessary adjustments.
Description
Keywords
Acil servis, Hasta hakları, Covid-19, Hasta şikâyetleri, Emergency department, Patient rights, Covid-19 pandemic, Patient complaints
Citation
Mutlu, H. (2021). Covid-19 salgını süresince hasta ve yakınlarının şikâyetlerindeki değişikliklerin retrospektif analizi. Yayınlanmamış tıpta uzmanlık tezi. Bursa Uludağ Üniversitesi Tıp Fakültesi.