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MÜŞTERİLERİN BEKLENTİLERİ ÜZERİNDE MÜŞTERİLERLE HİZMET GÖRENLERİN GÖRÜŞ AYRILIKLARININ KARŞILAŞTIRILMASI; SAĞLIK SEKTÖRÜNDE BİR UYGULAMA

Year 2022, Volume: 20 Issue: 4, 138 - 158, 31.12.2022
https://doi.org/10.11611/yead.1176994

Abstract

Bu araştırmanın amacı daha fazla müşteri (hasta) odaklı bir yönetime geçiş için; müşterilerle (hastalarla) hizmet görenlerin (hekimlerin), müşterilerin beklentileri hakkındaki farklı bakış açılarına sahip olup olmadıklarını ortaya koymaktır. Özel bir sağlık kurumunun şubelerinde 78 doktor ve 481 hasta ile anketler yapılmıştır. Anketlerde katılımcılardan iki farklı değerleme yapmaları istenmiştir. Birisi kriterlere önem notu verilmesi diğer ise kriterlerin önem sırasına sokulmasıdır. Böylece önceki çalışmalara göre daha fazla kriter üzerinden iki farklı değerleme ve analiz yoluyla ölçüm yapılmıştır. Her iki değerlendirme birbirlerini destekleyecek şekilde dikkate alınmıştır. Hastalar güçlü ve anlamlı şekilde 3 kritere hekimlerden daha yüksek bir önem atamaktadırlar. Bu alanlar tedavinin maliyetlerinin değerlendirilmesi, minimum bekleme süresi ve hızlı işlem ve ayakta karşılanmadır.

References

  • Armstrong, D. (1991), “What do patients want?”, British Medical Journal (BMJ), Vol. 303 No. 6797, pp. 261-262, doi: 10.1136/bmj.303.6797.261.
  • Asnani, M.R. (2009), “Patient-physician communication”, West Indian Medicine Journal, Vol. 58, No. 4, pp. 357-361.
  • Barry, C., Bradley, C., Britten, N., Stevenson, F. & Barber, N. (2000), “Patients' unvoiced agendas in general practice consultations: qualitative study”, BMJ (Clinical research ed.), Vol. 320, No. 7244, pp. 1246-1250.
  • Bean, M. (2019, Haziran 6), Teamwork İs Main Driver Of Patient Loyalty, Press Ganey Finds. https://www.beckershospitalreview.com/patient-experience/teamwork-is-main-driver-of-patient-loyalty-press-ganey-finds.html.
  • Bidmon, S., Elshiewy, O., Terlutter, R. & Boztug, Y. (2020), “What patients value in physicians: analyzing drivers of patient satisfaction using physician-rating website data”, Journal of Medicine Internet Research, Vol. 22, No. 2, e13830.
  • Boissy, A. (2020, Temmuz 14). Getting To Patient-Centered Care İn A Post-Covid-19 Digital World: A Proposal For Novel Surveys, Methodology, And Patient Experience Maturity Assessment, A - NEJM Catalyst Innovations İn Care Delivery. https://catalyst.nejm.org/doi/full/10.1056/CAT.19.1106.
  • Campion, P.D., Butler, N.M. & Cox, A.D. (1992), “Principle agendas of doctors and patients in general practice consultations”, Family Practice, Vol. 9, No. 2, pp. 181-190.
  • Dierks, M-L., Bitzer, E. (1999), “Wie kann man Erwartungen und Zufriedenheit der Patienten im Qualitätsmanagement berücksichtigen?” Schriftenreihe des Bundesministeriums für Gesundheit, pp. 125-184.
  • El-Haddad, C., Hegazi, I. & Hu, W. (2020), “Understanding patient expectations of health care: a qualitative study”, Journal of Patient Experience, Vol. 7, No. 6, pp. 1724-1731, doi: 10.1177/2374373520921692.
  • Emanuel, E.J., Dubler, N.N. (1995), “Preserving the physician-patient relationship in the era of managed care”, The Journal of the American Medical Association, Vol. 273, No. 4, pp. 323-329, PMID: 7815662.
  • Erdoğan, M., Kırılmaz, H. (2020), “Hasta merkezlilik ve hasta merkezli bakım”, İnsan&İnsan Bilim Kültür Sanat ve Düşünce Dergisi, Vol. 7, No. 24, pp. 97-126. Ferlie, E.B., Shortell, S.M. (2002), “Improving the quality of health care in the United Kingdom and the United States: a framework for change”, Milbank Quarter, Vol. 79, No. 2, pp. 281-315.
  • Gopichandran, V., Chetlapalli, S.K. (2015), “Trust in the physician-patient relationship in developing healthcare settings: a quantitative exploration”, Indian Journal of Med Ethics, Vol. 12, No. 3, pp. 141-148, doi: 10.20529/IJME.2015.043, PMID: 26228046.
  • Henry, S.G., Holmboe, E.S. & Frankel, R.M. (2013), “Evidence-based competencies for improving communication skills in graduate medical education: a review with suggestions for implementation”, Medical Teacher, Vol. 35, No. 5, pp. 395-403.
  • Hurst, J. (2011), “Dr. Francis W. Peabody, we need you”, Texas Heart Institute journal / from the Texas Heart Institute of St. Luke's Episcopal Hospital, Texas Children's Hospital, Vol. 38, No. 4, pp. 327-329.
  • Keckley, P. (2019, Temmuz 15), Customer Service İn Healthcare: The Gap İs Widening. https://www.paulkeckley.com/the-keckley-report/2019/7/15/customer-service-in-healthcare-the-gap-is-widening.
  • Lazare, A., Cohen, F., Jacobson, A.M., Williams, M.W., Mignone, R.J., & Zisook, S. (1972), “The walk-in patient as a 'customer': a key dimension in evaluation and treatment”, American Journal of Orthopsychiatry, Vol. 42, No. 5, pp. 872-883, doi: 10.1111/j.1939-0025.1972.tb00774.x.
  • Lee, D. (2019), “A model for designing healthcare service based on the patient experience”, International Journal of Healthcare Management, Vol. 12, No. 3, pp. 180-188, doi: 10.1080/20479700.2017.1359956.
  • Maassen, E.F., Schrevel, S.J.C., Dedding C.W.M., et al. (2017), “Comparing patients' perspectives of "good care" in Dutch outpatient psychiatric services with academic perspectives of patient-centred care”, Journal of Mental Healthy, Vol. 26, No. 1, pp. 84-94.
  • McBride, C.A., Shugars, D.A., DiMatteo, M.R., Lepper, H.S., O’Neil, E.H., Damush, T.M. (1994), “The physician’s role. Views of the public and the profession on seven aspects of patient care”, Arch Fam Med., Vol. 3, No. 11, pp. 948-953.
  • Merlino, J., Raman, A. (2013), Understanding The Drivers Of The Patient Experience. Harvard Business Review, (September 17, 2013). http://blogs.hbr.org/2013/09/understanding-thedrivers-of-the-patient-experience.
  • Montini, T., Noble, A.A., & Stelfox, H.T. (2008), “Content analysis of patient complaints”, International Journal for Quality in Health Care, Vol. 20, No. 6, pp. 412-420, doi: 10.1093/intqhc/mzn041.
  • Peabody, F.W. (1927), “Landmark article March 19, 1927: The care of the patient. By Francis W. Peabody”, JAMA, Vol. 252, No. 6, pp. 813-8, doi: 10.1001/jama.252.6.813. PMID: 6379210.
  • Petrie, K.J., Frampton, T., Large, R.G., Moss-Morris, R., Johnson, M., Meechan, G. (2005), “What do patients expect from their first visit to a pain clinic?”, The Clinical Journal of Pain, Vol. 21, No. 4, pp. 297-301, doi: 10.1097/01.ajp.0000113058.92184.74.
  • Pulia, M. (2011, Eylül 10), Simple Tips to Improve Patient Satisfaction. https://www.aaem.org/get-involved/sections/yps/common-sense/past-issues/2011/spring.
  • Richardson, A. (2010), “Understanding customer experience”, Harvard Business Review, Vol. 88, No. 10, pp. 116–126.
  • Sage-growth.com (2019, Temmuz 10), 69 Percent of Healthcare C-suite Say Improving the Consumer Experience is a Top 2019 Priority. https://sage-growth.com/index.php/news/69-percent-healthcare-c-suite-say-improving-consumer-experience-top-2019-priority/.
  • Salmon, P., & Young, B. (2005), “Core assumptions and research opportunities in clinical communication”, Patient Education and Counseling, Vol. 58, No. 3, pp. 225-234, doi: 10.1016/j.pec.2005.05.018.
  • Solomon, M.J., Pager, C.K., Keshava, A. ve ark. (2003), “What do patients want?”, Diseases Of The Colon&Rectum, Vol. 46, No. 10, pp. 1351-1357, doi: 10.1007/s10350-004-6749-0.
  • Stewart, M.A., McWhinney, I.R., & Buck, C.W. (1979), “The doctor/patient relationship and its effect upon outcome”, The Journal of the Royal College of General Practitioners, Vol. 29, No. 199, pp. 77-81.
  • Stewart, M. (2014), Patient-Centered Medicine: Transforming the Clinical Method, Radcliffe Publishing Ltd.
  • Torpie, K. (2014), “Customer service vs. patient care”, Patient Experience Journal, Vol. 1, No. 2, pp. 6-8, doi: 10.35680/2372-0247.1045. www2.deloitte.com (2021, Eylül 10), The Value Of Patient Experience. https://www2.deloitte.com/us/en/pages/life-sciences-and-health-care/articles/hospitals-patient-experience.html.
  • Zeh, S., Christalle, E., Zill, J.M. ve ark. (2021), “What do patients expect? Assessing patient-centredness from the patients’ perspective: an interview study”, BMJ Open, Vol. 11, No. 2, pp. e047810, doi: 10.1136/bmjopen-2020-047810.
  • Zimmerman, D.L., Min, D-J., Davis-Collins, A., DeBlieux, P. (2020), “Treating patients as people: what do hospital patients want clinicians to know about them as a person?”, Journal of Patient Experience, Vol. 7, No. 2, pp. 270-274, doi: 10.1177/2374373519826244.

THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR

Year 2022, Volume: 20 Issue: 4, 138 - 158, 31.12.2022
https://doi.org/10.11611/yead.1176994

Abstract

This study aims to determine whether customer (patients) and service providers (dentists) have different views on customers' (patients') expectations from treatment for transitioning to more customer (patient)-centered management. The surveys were conducted with 78 dentists and 481 patients in the offices of a private healthcare facility. The surveys asked participants to make two different assessments. One was to assign importance scores to the criteria, and the other was to rank the criteria by importance. Both ratings were considered in a way that supported each other. Patients strongly and significantly assigned higher importance to three criteria than physicians. These were ratings of treatment cost, minimal wait time, and rapid treatment and outpatient care. Compared to previous studies, measurements were made through two different assessments and analyses based on more criteria. Patients were found to give higher importance to three aspects than physicians: assessing the cost of treatment (care), minimal wait time and rapid intervention, and outpatient care.

References

  • Armstrong, D. (1991), “What do patients want?”, British Medical Journal (BMJ), Vol. 303 No. 6797, pp. 261-262, doi: 10.1136/bmj.303.6797.261.
  • Asnani, M.R. (2009), “Patient-physician communication”, West Indian Medicine Journal, Vol. 58, No. 4, pp. 357-361.
  • Barry, C., Bradley, C., Britten, N., Stevenson, F. & Barber, N. (2000), “Patients' unvoiced agendas in general practice consultations: qualitative study”, BMJ (Clinical research ed.), Vol. 320, No. 7244, pp. 1246-1250.
  • Bean, M. (2019, Haziran 6), Teamwork İs Main Driver Of Patient Loyalty, Press Ganey Finds. https://www.beckershospitalreview.com/patient-experience/teamwork-is-main-driver-of-patient-loyalty-press-ganey-finds.html.
  • Bidmon, S., Elshiewy, O., Terlutter, R. & Boztug, Y. (2020), “What patients value in physicians: analyzing drivers of patient satisfaction using physician-rating website data”, Journal of Medicine Internet Research, Vol. 22, No. 2, e13830.
  • Boissy, A. (2020, Temmuz 14). Getting To Patient-Centered Care İn A Post-Covid-19 Digital World: A Proposal For Novel Surveys, Methodology, And Patient Experience Maturity Assessment, A - NEJM Catalyst Innovations İn Care Delivery. https://catalyst.nejm.org/doi/full/10.1056/CAT.19.1106.
  • Campion, P.D., Butler, N.M. & Cox, A.D. (1992), “Principle agendas of doctors and patients in general practice consultations”, Family Practice, Vol. 9, No. 2, pp. 181-190.
  • Dierks, M-L., Bitzer, E. (1999), “Wie kann man Erwartungen und Zufriedenheit der Patienten im Qualitätsmanagement berücksichtigen?” Schriftenreihe des Bundesministeriums für Gesundheit, pp. 125-184.
  • El-Haddad, C., Hegazi, I. & Hu, W. (2020), “Understanding patient expectations of health care: a qualitative study”, Journal of Patient Experience, Vol. 7, No. 6, pp. 1724-1731, doi: 10.1177/2374373520921692.
  • Emanuel, E.J., Dubler, N.N. (1995), “Preserving the physician-patient relationship in the era of managed care”, The Journal of the American Medical Association, Vol. 273, No. 4, pp. 323-329, PMID: 7815662.
  • Erdoğan, M., Kırılmaz, H. (2020), “Hasta merkezlilik ve hasta merkezli bakım”, İnsan&İnsan Bilim Kültür Sanat ve Düşünce Dergisi, Vol. 7, No. 24, pp. 97-126. Ferlie, E.B., Shortell, S.M. (2002), “Improving the quality of health care in the United Kingdom and the United States: a framework for change”, Milbank Quarter, Vol. 79, No. 2, pp. 281-315.
  • Gopichandran, V., Chetlapalli, S.K. (2015), “Trust in the physician-patient relationship in developing healthcare settings: a quantitative exploration”, Indian Journal of Med Ethics, Vol. 12, No. 3, pp. 141-148, doi: 10.20529/IJME.2015.043, PMID: 26228046.
  • Henry, S.G., Holmboe, E.S. & Frankel, R.M. (2013), “Evidence-based competencies for improving communication skills in graduate medical education: a review with suggestions for implementation”, Medical Teacher, Vol. 35, No. 5, pp. 395-403.
  • Hurst, J. (2011), “Dr. Francis W. Peabody, we need you”, Texas Heart Institute journal / from the Texas Heart Institute of St. Luke's Episcopal Hospital, Texas Children's Hospital, Vol. 38, No. 4, pp. 327-329.
  • Keckley, P. (2019, Temmuz 15), Customer Service İn Healthcare: The Gap İs Widening. https://www.paulkeckley.com/the-keckley-report/2019/7/15/customer-service-in-healthcare-the-gap-is-widening.
  • Lazare, A., Cohen, F., Jacobson, A.M., Williams, M.W., Mignone, R.J., & Zisook, S. (1972), “The walk-in patient as a 'customer': a key dimension in evaluation and treatment”, American Journal of Orthopsychiatry, Vol. 42, No. 5, pp. 872-883, doi: 10.1111/j.1939-0025.1972.tb00774.x.
  • Lee, D. (2019), “A model for designing healthcare service based on the patient experience”, International Journal of Healthcare Management, Vol. 12, No. 3, pp. 180-188, doi: 10.1080/20479700.2017.1359956.
  • Maassen, E.F., Schrevel, S.J.C., Dedding C.W.M., et al. (2017), “Comparing patients' perspectives of "good care" in Dutch outpatient psychiatric services with academic perspectives of patient-centred care”, Journal of Mental Healthy, Vol. 26, No. 1, pp. 84-94.
  • McBride, C.A., Shugars, D.A., DiMatteo, M.R., Lepper, H.S., O’Neil, E.H., Damush, T.M. (1994), “The physician’s role. Views of the public and the profession on seven aspects of patient care”, Arch Fam Med., Vol. 3, No. 11, pp. 948-953.
  • Merlino, J., Raman, A. (2013), Understanding The Drivers Of The Patient Experience. Harvard Business Review, (September 17, 2013). http://blogs.hbr.org/2013/09/understanding-thedrivers-of-the-patient-experience.
  • Montini, T., Noble, A.A., & Stelfox, H.T. (2008), “Content analysis of patient complaints”, International Journal for Quality in Health Care, Vol. 20, No. 6, pp. 412-420, doi: 10.1093/intqhc/mzn041.
  • Peabody, F.W. (1927), “Landmark article March 19, 1927: The care of the patient. By Francis W. Peabody”, JAMA, Vol. 252, No. 6, pp. 813-8, doi: 10.1001/jama.252.6.813. PMID: 6379210.
  • Petrie, K.J., Frampton, T., Large, R.G., Moss-Morris, R., Johnson, M., Meechan, G. (2005), “What do patients expect from their first visit to a pain clinic?”, The Clinical Journal of Pain, Vol. 21, No. 4, pp. 297-301, doi: 10.1097/01.ajp.0000113058.92184.74.
  • Pulia, M. (2011, Eylül 10), Simple Tips to Improve Patient Satisfaction. https://www.aaem.org/get-involved/sections/yps/common-sense/past-issues/2011/spring.
  • Richardson, A. (2010), “Understanding customer experience”, Harvard Business Review, Vol. 88, No. 10, pp. 116–126.
  • Sage-growth.com (2019, Temmuz 10), 69 Percent of Healthcare C-suite Say Improving the Consumer Experience is a Top 2019 Priority. https://sage-growth.com/index.php/news/69-percent-healthcare-c-suite-say-improving-consumer-experience-top-2019-priority/.
  • Salmon, P., & Young, B. (2005), “Core assumptions and research opportunities in clinical communication”, Patient Education and Counseling, Vol. 58, No. 3, pp. 225-234, doi: 10.1016/j.pec.2005.05.018.
  • Solomon, M.J., Pager, C.K., Keshava, A. ve ark. (2003), “What do patients want?”, Diseases Of The Colon&Rectum, Vol. 46, No. 10, pp. 1351-1357, doi: 10.1007/s10350-004-6749-0.
  • Stewart, M.A., McWhinney, I.R., & Buck, C.W. (1979), “The doctor/patient relationship and its effect upon outcome”, The Journal of the Royal College of General Practitioners, Vol. 29, No. 199, pp. 77-81.
  • Stewart, M. (2014), Patient-Centered Medicine: Transforming the Clinical Method, Radcliffe Publishing Ltd.
  • Torpie, K. (2014), “Customer service vs. patient care”, Patient Experience Journal, Vol. 1, No. 2, pp. 6-8, doi: 10.35680/2372-0247.1045. www2.deloitte.com (2021, Eylül 10), The Value Of Patient Experience. https://www2.deloitte.com/us/en/pages/life-sciences-and-health-care/articles/hospitals-patient-experience.html.
  • Zeh, S., Christalle, E., Zill, J.M. ve ark. (2021), “What do patients expect? Assessing patient-centredness from the patients’ perspective: an interview study”, BMJ Open, Vol. 11, No. 2, pp. e047810, doi: 10.1136/bmjopen-2020-047810.
  • Zimmerman, D.L., Min, D-J., Davis-Collins, A., DeBlieux, P. (2020), “Treating patients as people: what do hospital patients want clinicians to know about them as a person?”, Journal of Patient Experience, Vol. 7, No. 2, pp. 270-274, doi: 10.1177/2374373519826244.
There are 33 citations in total.

Details

Primary Language English
Journal Section Articles
Authors

Mustafa Şehirli 0000-0002-4800-0283

Publication Date December 31, 2022
Published in Issue Year 2022 Volume: 20 Issue: 4

Cite

APA Şehirli, M. (2022). THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR. Journal of Management and Economics Research, 20(4), 138-158. https://doi.org/10.11611/yead.1176994
AMA Şehirli M. THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR. Journal of Management and Economics Research. December 2022;20(4):138-158. doi:10.11611/yead.1176994
Chicago Şehirli, Mustafa. “THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR”. Journal of Management and Economics Research 20, no. 4 (December 2022): 138-58. https://doi.org/10.11611/yead.1176994.
EndNote Şehirli M (December 1, 2022) THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR. Journal of Management and Economics Research 20 4 138–158.
IEEE M. Şehirli, “THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR”, Journal of Management and Economics Research, vol. 20, no. 4, pp. 138–158, 2022, doi: 10.11611/yead.1176994.
ISNAD Şehirli, Mustafa. “THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR”. Journal of Management and Economics Research 20/4 (December 2022), 138-158. https://doi.org/10.11611/yead.1176994.
JAMA Şehirli M. THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR. Journal of Management and Economics Research. 2022;20:138–158.
MLA Şehirli, Mustafa. “THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR”. Journal of Management and Economics Research, vol. 20, no. 4, 2022, pp. 138-5, doi:10.11611/yead.1176994.
Vancouver Şehirli M. THE COMPARISON OF DIFFERENCES BETWEEN SERVICE PROVIDERS AND CUSTOMERS’ (PATIENTS’) VIEWS ON THEIR EXPECTATIONS, AN EXPERIMENT IN HEALTH SECTOR. Journal of Management and Economics Research. 2022;20(4):138-5.