The assessment of the patient satisfaction associated with whole steps of health service processes in a training and research hospital

Purpose: All processes of health care service must be considered while evaluating patient satisfaction. The objective of this study is the overall evaluation of the services (from admission to discharge) by the recipients of that service and to determine the sub-parameters and service areas that in general cause dissatisfaction. Materials and methods: This descriptive study was carried out on patients that admitted to the Emergency Department or clinics and received inpatient treatment. A questionnaire was applied to the patients with a faceto-face fashion following the discharging process. Results: Processes decreasing satisfaction in general service grades were hygiene of waitingrooms, behaviour of personnel during admission and discharge, waiting time, announcement of processes and procedures, delivery of electrocardiography service and hospital foods. The rate of general hospital satisfaction and recommendation was high. Conclusion: While the patients were eminently satisfied with the nursing and medical care services, dissatisfactions were derived from services offered in the support units and behaviours of personnel. Pam Med J 2015;8(2):110-122