Istanbul Journal of Economics
Factors Affecting Satisfaction in Home Health Services: Trust and QualityHasan Sadık Tatlı, Halim Kazan
In this study, we investigated the effect of the perceived trust and quality of health personnel providing home health services on the satisfaction of individuals receiving home health care. Individuals who receive free home health care constitute the universe of our research. The sample of the study consisted of 151 patients with health conditions who could participate in the survey. To collect data in this study, we applied the “Trust” Scale developed by Oly Ndubisi (2007), the “Satisfaction” Scale developed by Sevilmiş (2015) and the “Staff Quality” Scale developed Yıldırım (2017). The SPSS 21 Package Program was used to analyze the data obtained from the study. As a result of the regression analysis, the quality of staff (R2=0,234) and trust (R2=0,345) have a profound effect on patient satisfaction. Quality of staff and trust affect have a middle level (R2=0,420) positive effect on patient satisfaction. The research has limitations in terms of the fact that patients are not healthy enough to answer multi-item questionnaires, not all factors affecting patient satisfaction are included in the model, the results obtained from the research are about people who benefit from home health services, the size of samples and the sampling technique. The literature on home healthcare services has a very narrow scope. In the literature, no studies regarding personnel reliability and personnel quality affecting the satisfaction of patients benefiting from home health services have been encountered. In this context, our research differs from similar research in the literature.
Sağlık Hizmetlerinde Memnuniyeti Etkileyen Faktörler: Güven ve KaliteHasan Sadık Tatlı, Halim Kazan
Çalışmanın amacı evde sağlık hizmetini sağlayan sağlık personellerinin algılanan güven ve kalitesinin, evde sağlık hizmeti alan kişilerin memnuniyetleri üzerindeki etkisinin tespit edilmesidir. Ücretsiz olarak evde sağlık hizmeti alan bireyler araştırmanın evrenini oluştururken, araştırmanın örneklemini ise, söz konusu bireylerden ankete katılabilecek sağlık durumuna sahip 151 hasta oluşturmaktadır. Araştırmada veri toplama aracı olarak anket yöntemi kullanılmıştır. Veri toplayabilmek amacıyla Oly Ndubisi (2007) tarafından oluşturulan güven ölçeği, Sevilmiş (2015) tarafından oluşturulan hizmet veren kalitesi ölçeği ve Yıldırım (2017) tarafından oluşturulan memnuniyet ölçeği kullanılmıştır. Veri toplama süreci sonuna kullanılabilir şekilde 151 adet anket toplanmıştır. Araştırmada elde edilen verilerin analizinde SPSS 21 Paket Programı kullanılmıştır. Yapılan regresyon analizi sonucunda ise personel kalitesi (R2=0,234) ve güvenin (R2=0,345) memnuniyet üzerinde düşük düzeyde etkiye sahip olduğu tespit edilmiştir. Personel kalitesi ve güven, hasta memnuniyeti üzerinde orta düzeyde (R2=0,420) ve pozitif yönlü olarak etkilidir. Araştırma, hastaların çok maddeli anketleri cevaplayacak kadar sağlıklı olmaması, hasta memnuniyetini etkileyen tüm faktörlerin modelde yer almaması, araştırmadan elde edilen sonuçların evde sağlık hizmetlerinden faydalanan kişiler hakkında olması, örneklem sayısı ve örneklem tekniği açısından kısıtlara sahiptir. Evde sağlık hizmetleri ile ilgili alanyazın oldukça dar bir kapsama sahiptir. Alanyazında evde sağlık hizmetlerinden faydalanan hastaların memnuniyetini etkileyen, personel güvenilirliği ve personel kalitesi ile ilgili çalışmaya rastlanmamıştır. Bu açıdan araştırma alanyazındaki benzer araştırmalardan farklıdır.
The research aims to determine the factors that affect the satisfaction of individuals who benefit from an activity offered as a public service. The research is carried out within the framework of the social state principle. The health problems of people who benefit from home health services do not allow for comprehensive research. The quality of the service personnel and the level of trust of the patients are examined as the factors affecting satisfaction in the research due to these limitations. The questionnaire technique was used as the data collection method in the research. In determining the number of samples, the “minimum 5 per item and 100 samples in total” constraint, which was deemed appropriate by Hair, Black, Babin, and Anderson (2014), was taken as the basis. The data obtained within the scope of the research were analyzed with the SPSS 21 package program. In the analysis of the data, factor analysis, reliability analysis, descriptive statistics, correlation, and regression analysis were used.
When the demographic characteristics of 151 patients who participated in the study were examined, 70,9% of the participants were women, and 29,1% were men. When the number of people living in the same dwelling is examined, 35,1% of the patients are single living, 63,6% are living with at least one person. 38,4% of patients are people who have benefited from this service for less than a year, 25,8% between 1-2 years, and 34,4% for more than two years. Also, all of the participants benefit from home health services every 5-7 days, and they are over the age of 40. According to the results of the reliability analysis, the Cronbach’s Alpha coefficient of the scales is 0,917 for the trust in staff, the patient satisfaction scale is 0,801, and the staff quality scale is 0,954. According to the result of the factor analysis, the KMO value of the trust in staff is 0,805, and the result of Bartlett’s Sphericity Test is significant at the level of 0,000≤0,050. The total variance announced was determined as 80,27%. Statements in the scale are gathered in a single factor, and their loading levels are between 0,936 and 0,869. The KMO value of the patient satisfaction scale was 0,809, and Bartlett’s Sphericity Test was found to be significant at the level of 0,000≤0,050. The coefficients of the statements in the patient satisfaction scale are between 0,597 and 0,876. The total variance announced was determined as 68,948%. The KMO value of the Personnel Quality Perception scale was 0,937, and Bartlett’s Sphericity Test was found to be significant at the level of 0,000≤0,050. The coefficient values of the expressions in the Personnel Perception of Quality scale were between 0,600 and 0,770. The total variance announced was found to be 72,19%. The loading values of the factors ranged between 0,878 and 0,774.
As a result of the correlation analysis conducted in order to test the significance of the relationships between the variables used in the study, a moderate (0,48), positive, and statistically significant relationship was found between patient satisfaction and staff quality. A moderate (0,588), positive and statistically significant relationship was found between patient satisfaction and trust in the staff. A moderate (0,457), positive and statistically significant relationship was determined between the quality of the staff and trust in the staff. Along with the meaningful relationship between the variables, a regression analysis was started to test the hypotheses. In the regression analysis, the “Enter Method” was used because it allows the use of multiple variables as a result of the regression analysis, it was determined that the trust in staff was 34,0% (R2 =0,340) in the level of positive explanation. The level of personnel quality disclosure of patient satisfaction (R2 =0,228) was determined as 22,8%. The level of self-confidence and employee quality independent variables disclosing patient satisfaction (R2 =0,411) was determined as 41,1%. The relationship between independent variables and dependent variables (R=0,648) was determined as 64,8%. When the coefficient values are examined, the constant value (0,688) is seen. In standardized coefficients, the Beta value is seen as 0,268 for personnel quality and 0,486 for confidence in personnel. It is seen that the mentioned values are significant (p≤0,05). When the obtained values are placed in the formula 𝑦𝑖 = 𝛽0 + 𝛽1𝑥𝑖1 + 𝛽2𝑥𝑖2 + 𝜀i, the change caused by one unit change in the patient quality and confidence independent variables in the patient satisfaction can be explained by 𝑦patient satisfaction=0,688 + 0,268 xstaff quality+ 0,486 xtrust in staff+ 0,307. As a result of the research, it was concluded that the perceived quality of the staff and the trust of the patients in the staff were effective on patient satisfaction.