ABSTRACT

Purpose:

Health institutions, like all organizations that aim to provide continuous service, have to research, learn, evaluate and act upon facts about how their services are perceived and the satisfaction level attained from these particular services. Ensuring patient satisfaction, which is one of the most important aspects of the Total Quality Management concept, is only possible if you can appraise what the patients expect from the hospital and the employees. The aim of this study was to determine the expectations of inpatients in a university hospital with regard to the hospital employees and hospital services, and to evaluate the meeting of these expectations.

Materaials and Methods:

100 patients treated in bed between 01.06.2004 and 30.12.2004 were included in this study. A survey sheet was used to gather data. The survey sheet was applied in two phases via face-to-face interviews.

Results:

The patients’ expectations were not satisfied with regard to the doctors or nurses, while they were satisfied with regard to the other hospital employees, cleaning services and catering services.

Conclusion:

Patients are satisfied with the hospital employees and hospital services in general. It is thought that this is related to the quality activities undertaken in the hospital studied.