Research Article
BibTex RIS Cite

The Effect of Physician-Patient Communicatıon on Patient Satisfaction in Family Medicine Services

Year 2024, Volume: 8 Issue: 1, 15 - 33, 31.01.2024

Hakan Akaydın Alişan Baltacı

https://doi.org/10.29023/alanyaakademik.1185604

Abstract

Primary health care services are directly connected with countries' sustainable development and general development. It is considered that family medicine services, where people can reach equally and receive the health service closest to them in the physical sense, should be handled from different perspectives due to their unique characteristics. Communication, one of these essential factors, is the primary determinant of life and human development as a social being in many issues in the current period. In this context, physician-patient communication in family medicine and the resulting patient satisfaction are expressed as one of the most critical factors that will alleviate the burden of health institutions. The study aims to examine the effects of health communication, an essential element in the doctor-patient relationship, and the effect of doctor-patient communication on patient satisfaction in family medicine services in Family Medicine Centers serving in Ankara. In this context, data were collected from 656 participants over 18 who received service from family medicine throughout Ankara. It has been concluded that physician-patient communication in family medicine services contributes positively to patient satisfaction. Thus, as a result of the patient's satisfaction with the service received, it is thought that effective primary health care services and family medicine will reduce the burden on secondary and tertiary care and provide significant savings in terms of money and time

Keywords

family medicine communication patient satisfaction

References

  • Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P.L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13–24. https://doi.org/10.5267/j.msl.2018.11.004
  • Al-Kasasbeh, M., Dasgupta, S., & AL-Faouri, A. (2011). Factors affecting e-service satisfaction. Communications of the IBIMA, 2011(2011), 1–12. https://doi.org/10.5171/2011.547937
  • AlAteeq, M., Al-Turki, N., & Afifi, A. (2016). Violence against health workers in family medicine centers. Journal of Multidisciplinary Healthcare, 9, 257–266. https://doi.org/10.2147/JMDH.S105407
  • Alpar, R. (2013). Uygulamalı çok değişkenli istatistik yöntemler (4th ed.). Detay Yayıncılık.
  • Arlı, E. (2012). Yat limanı işletmeciliğinde algılanan hizmet kalitesi faktörlerinin tekrar tercih etme niyeti, tavsiye etme niyeti ve genel memnuniyet düzeyi üzerindeki etkisi. Anatolia: Turizm Araştırmaları Dergisi, 23(1), 19–32.
  • Baker, C. (1974). What’s different about family medicine. Journal of Medical Education, 49(3), 229–235. Baş, S. (2017). Bireylerin aile hekimliğini tercih etmeme sebepleri. Süleyman Demirel Üniversitesi.
  • Başol, E. (2018). Hasta ile sağlık çalışanları (doktor ve hemşire) arasındaki iletişim sorunları ve çözüm önerileri. International Anatolia Academic Online Journal Social Sciences Journal, 4(1), 76–93.
  • Batar, Y. (2020). İletişim modelleri işığında dini iletişimin doğası. Mesned İlahiyat Araştırmaları Dergisi, 11(2), 417–439.
  • Bektaş, G. (2010). Sağlık kurumlarında insan kaynakları yönetimi. In A. Y. Kaptanoğlu (Ed.), Sağlık Yönetimi (1st ed., pp. 186–235). Beşir Kitabevi.
  • Bentler, P.M., & Bonett, D.G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588–606. https://doi.org/10.1037/0033-2909.88.3.588
  • Bilgin, Y., & Göral, M. (2017). Sağlık kuruluşlarında hizmet kalitesinin hasta memnuniyetine etkisi: Bartın Devlet Hastanesi örneği. Bartın Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 8(16), 151–176.
  • Blake, V. (2012). When is a patient-physician relationship established? AMA Journal of Ethics, 14(5), 403–406. https://doi.org/10.1001/virtualmentor.2012.14.5.hlaw1-1205
  • Blasi, Z. Di, Harkness, E., Ernst, E., Georgiou, A., & Kleijnen, J. (2001). Influence of context effects on health outcomes: a systematic review. The Lancet, 357(9258), 757–762. https://doi.org/10.1016/S0140-6736(00)04169-6
  • Bolat, S. (1996). Eğitim örgütlerinde iletişim: H. Ü. Eğitim Fakültesi uygulaması. Hacettepe Üniversitesi Eğitim Fakültesi Dergisi, 12(12), 75–80.
  • Bolsoy, N., & Sevil, Ü. (2006). Sağlık-hastalık ve kültür etkileşimi. Atatürk Üniversitesi Hemşirelik Yüksekokulu Dergisi, 9(3), 78–82.
  • Bos, A., Vosselman, N., Hoogstratenc, J., & Prahl-Andersen, B. (2005). Patient compliance: A determinant of patient satisfaction. Angle Orthodontist, 75(4), 526–531.
  • Budych, K., Helms, T.M., & Schultz, C. (2012). How do patients with rare diseases experience the medical encounter? Exploring role behavior and its impact on patient–physician interaction. Health Policy, 105(2–3), 154–164. https://doi.org/10.1016/j.healthpol.2012.02.018
  • Burnham, T.A., Frels, J.K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109–126. https://doi.org/10.1177/0092070302250897
  • Cheek, J.M., & Buss, A.H. (1981). Shyness and sociability. Journal of Personality and Social Psychology, 41(2), 330–339. https://doi.org/10.1037/0022-3514.41.2.330
  • Crump, C. (2015). Birth history is forever: Implications for family medicine. The Journal of the American Board of Family Medicine, 28(1), 121–123. https://doi.org/10.3122/jabfm.2015.01.130317
  • Dönmez, H., Taşmurat, T., & Yurdakul, H. (2021). No Title. International Turkish Culture and Art Symposium. DuPree, E., Anderson, R., & Nash, I. S. (2011). Improving quality in healthcare: Start with the patient. Mount Sinai Journal of Medicine: A Journal of Translational and Personalized Medicine, 78(6), 813–819. https://doi.org/10.1002/msj.20297
  • Dursun, Y., & Çerçi, M. (2004). Algılanan sağlık hizmeti kalitesi, algılanan değer, hasta tatmini ve davranışsal niyet ilişkileri üzerine bir araştırma. Erciyes Üniv. İktisadi ve İdari Bilimler Fakültesi Dergisi, 23, 1–16.
  • El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
  • Elleuch, A. (2008). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21(7), 692–705. https://doi.org/10.1108/09526860810910168
  • Gan, T. J., Habib, A. S., Miller, T. E., White, W., & Apfelbaum, J. L. (2014). Incidence, patient satisfaction, and perceptions of post-surgical pain: results from a US national survey. Current Medical Research and Opinion, 30(1), 149–160. https://doi.org/10.1185/03007995.2013.860019
  • George, D., & Mallery, P. (2010). SPSS for Windows step by step: A simple guide and reference (10th ed.). Pearson.
  • Güzel, Ş., Akman Dömbekçi, H., & Arı, A. (2022). Hasta ve hekim İletişimi: Özel hastane örneği. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 48, 38–55. https://doi.org/10.52642/susbed.1096940
  • Hair, J., Black, W., Babin, B., & Anderson, R. (2013). Multivariate Data Analysis. Pearson.
  • Hair, J.F.J., Black, W.C., Babin, B.J., & Anderson, R.E. (2010). Multivariate Data Analysis (7th ed.). Pearson.
  • Halpern, J. (2007). Empathy and patient–physician conflicts. Journal of General Internal Medicine, 22(5), 696–700. https://doi.org/10.1007/s11606-006-0102-3
  • Hartline, M.D., & Ferrell, O.C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52–70. https://doi.org/10.2307/1251901
  • Hausman, A. (2004). Modeling the patient-physician service encounter: Improving patient outcomes. Journal of the Academy of Marketing Science, 32(4), 403–417. https://doi.org/10.1177/0092070304265627
  • Hennig-Thurau, T., Gwinner, K.P., & Gremler, D.D. (2002). Understanding Relationship Marketing Outcomes. Journal of Service Research, 4(3), 230–247. https://doi.org/10.1177/1094670502004003006
  • Hu, L., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. https://doi.org/10.1080/10705519909540118
  • Hubbert, A.R., Garcia Sehorn, A., & Brown, S. W. (1995). Service expectations: the consumer versus the provider. International Journal of Service Industry Management, 6(1), 6–21. https://doi.org/10.1108/09564239510146672
  • Işık, T. (2021). Sağlık iletişimi bağlamında hekim-hasta, hasta-hekim iletişimi inceleme çalışması: Özel bir hastane analizi. Iğdır Üniversitesi Sosyal Bilimler Dergisi, 26, 720–753.
  • Islam, M.A., Jalali, A.R., & Ku Ariffin, K.H. (2011). Service satisfaction: The case of a higher learning institution in Malaysia. International Education Studies, 4(1), 181–192. https://doi.org/10.5539/ies.v4n1p182
  • İşlek, M.S., & Öztürk, E. (2021). Uluslararası değişim öğrencilerinin memnuniyet ve uyumunun tavsiye etme niyeti üzerine etkisi: Eskişehir Osmangazi Üniversitesi örneği. Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi, 16(1), 87–109. https://doi.org/10.17153/oguiibf.855809
  • Jack, B., Nagy, Z., & Varga, Z. (1997). Health care reform in Central and Eastern Europe. European Journal of General Practice, 3(4), 152–158. https://doi.org/10.3109/13814789709160352
  • Jaipaul, C.K., & Rosenthal, G.E. (2003). Do hospitals with lower mortality have higher patient satisfaction? A regional analysis of patients with medical diagnoses. American Journal of Medical Quality, 18(2), 59–65. https://doi.org/10.1177/106286060301800203
  • Jawad Hashim, M. (2018). A Definition Of Family Medicine And General Practice. Journal of College of Physicians And Surgeons Pakistan, 28(1), 76–77. https://doi.org/10.29271/jcpsp.2018.01.76
  • Jones, M.A., Mothersbaugh, D.L., & Beatty, S.E. (2003). The effects of locational convenience on customer repurchase intention across service types. Journal of Services Marketing, 17(7), 701–710.
  • Karagöz, Y. (2019). SPSS, AMOS, META uygulamalı istatistiksel analizler (2nd ed.). Nobel Yayıncılık. Keiningham, T.L., Cooil, B., Andreassen, T.W., & Aksoy, L. (2007). A longitudinal examination of net promoter and firm revenue growth. Journal of Marketing, 71(3), 39–51. https://doi.org/10.1509/jmkg.71.3.039
  • Kessler, D.P., & Mylod, D. (2011). Does patient satisfaction affect patient loyalty? International Journal of Health Care Quality Assurance, 24(4), 266–273. https://doi.org/10.1108/09526861111125570
  • Khan, M.H., Hassan, R., Anwar, S., Babar, T.S., Babar, K.S., & Khan, D.I. (2007). Patient satisfaction with nursing care. Rawal Medical Journal, 32(1), 28–30.
  • Koca, G.Ş., & Erigüç, G. (2021). Hasta-hekim ilişkisinde güven iletişimi: Hastaların bakış açısıyla ölçmeye yönelik bir ölçek geliştirme çalışması. Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, İstiklal M, 186–202. https://doi.org/10.18026/cbayarsos.689732
  • Koenig-Lewis, N., & Palmer, A. (2014). The effects of anticipatory emotions on service satisfaction and behavioral intention. Journal of Services Marketing, 28(6), 437–451. https://doi.org/10.1108/JSM-09-2013-0244
  • Lam, C.L.K. (2004). The 21st Century: The Age of Family Medicine Research? The Annals of Family Medicine, 2(suppl_2), 50–54. https://doi.org/10.1370/afm.191
  • Larson, E.B. (2003). Medicine as a profession—back to basics: preserving the physician-patient relationship in a challenging medical marketplace. The American Journal of Medicine, 114(2), 168–172. https://doi.org/10.1016/S0002-9343(02)01564-4
  • Levine, S., Lyons, D.M., & Schatzberg, A.F. (1997). Psychobiological consequences of social relationships. Annals of the New York Academy of Sciences, 807(1), 210–218. https://doi.org/10.1111/j.1749-6632.1997.tb51922.x
  • Levinson, W. (2000). A study of patient clues and physician responses in primary care and surgical settings. JAMA, 284(8), 1021–1027. https://doi.org/10.1001/jama.284.8.1021
  • Lloyd, A.E., & Luk, S.T.K. (2011). Interaction behaviors leading to comfort in the service encounter. Journal of Services Marketing, 25(3), 176–189. https://doi.org/10.1108/08876041111129164
  • Mac Whiney, I.R. (1969). The foundations of family medicine. Canadian Family Physician, 15(4), 13–27. Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: a test of mediation. International Business Research, 3(4), 72–80. https://doi.org/10.5539/ibr.v3n4p72
  • Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. Journal of Health Care Quality Assurance, 22(4), 366–381.
  • Nakip, M. (2006). Pazarlama Araştırmaları: Teknikler ve (SPSS Destekli) Uygulamalar. Seçkin Yayınevi.
  • Noudoostbeni, A., Kaur, K., & Jenatabadi, H. (2018). A Comparison of Structural Equation Modeling Approaches with DeLone & McLean’s Model: A Case Study of Radio-Frequency Identification User Satisfaction in Malaysian University Libraries. Sustainability, 10(7), 2532. https://doi.org/10.3390/su10072532
  • Olesen, F. (2000). General practice: Time for a new definition. BMJ, 320(7231), 354–357. https://doi.org/10.1136/bmj.320.7231.354
  • Oliver, R.L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25–48.
  • Oral, R. (2015). Ülkemizde ve dünyada aile hekimliği sisteminin işleyişi. Beykent Üniversitesi.
  • Petruzzellis, L., D’Uggento, A.M., & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality: An International Journal, 16(4), 349–364. https://doi.org/10.1108/09604520610675694
  • Quintana, J. M., González, N., Bilbao, A., Aizpuru, F., Escobar, A., Esteban, C., San-Sebastián, J.A., De-la-Sierra, E., & Thompson, A. (2006). Predictors of patient satisfaction with hospital health care. BMC Health Services Research, 6(1), 102–111. https://doi.org/10.1186/1472-6963-6-102
  • Rajasoorya, C. (2018). Credat Emptor – The Sacrosanct Doctor-Patient Relationship. Annals of the Academy of Medicine, Singapore, 47(8), 275–277. https://doi.org/10.47102/annals-acadmedsg.V47N8p275
  • Ridd, M., Shaw, A., Lewis, G., & Salisbury, C. (2009). The patient–doctor relationship: a synthesis of the qualitative literature on patients’ perspectives. British Journal of General Practice, 59(561), e116–e133. https://doi.org/10.3399/bjgp09X420248
  • Roter, D.L., Frankel, R.M., Hall, J.A., & Sluyter, D. (2006). The expression of emotion through nonverbal behavior in medical visits. Mechanisms and outcomes. Journal of General Internal Medicine, 21(S1), 28–34. https://doi.org/10.1111/j.1525-1497.2006.00306.x
  • Roter, D.L., Hall, J.A., Merisca, R., Nordstrom, B., Cretin, D., & Svarstad, B. (1998). Effectiveness of Interventions to Improve Patient Compliance. Medical Care, 36(8), 1138–1161. https://doi.org/10.1097/00005650-199808000-00004
  • Samancı, V.M. (2020). Birinci basamak sağlık hizmetleri ve pandemi süreci. Konuralp Tıp Dergisi, 12(S1), 390–392. https://doi.org/10.18521/ktd.753605
  • Schermelleh-Engel, K., Moosbrugger, H., & Muller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research Online, 8(2), 23–74.
  • Sezgin, D. (2010). Sağlık iletişimi paradigmaları ve Türkiye: Medyada sağlık haberlerinin analizi. Ankara Üniversitesi.
  • Spake, D.F., & Megehee, C.M. (2010). Consumer sociability and service provider expertise influence on service relationship success. Journal of Services Marketing, 24(4), 314–324. https://doi.org/10.1108/08876041011053024
  • Suhail, P., & Srinivasulu, Y. (2021). Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. Journal of Ayurveda and Integrative Medicine, 12(1), 93–101. https://doi.org/10.1016/j.jaim.2020.10.011
  • T.C. Sağlık Bakanlığı Halk Sağlığı Genel Müdürlüğü. (2022). Aile hekiminin tanımı. https://hsgm.saglik.gov.tr/tr/ailehekimligi/aile-hekiminin-tanımı.html
  • Tarım, M., Zaim, S., & Bayraktar, E. (2010). Üretim yönetimi (operasyonel yönetim). In A. Y. Kaptanoğlu (Ed.), Sağlık Yönetimi (1st ed., pp. 121–150). Beşir Kitabevi.
  • TÜİK. (2020). Adrese Dayalı Nüfus Kayıt Sistemi Sonuçları. http: https://data.tuik.gov.tr/Bulten/Index?p=Adrese-Dayali-Nufus-Kayit-Sistemi-Sonuclari-2020-37210
  • Türk Dil Kurumu. (2022). Türk Dil Kurumu Sözlükleri. https://sozluk.gov.tr/
  • Uludağ, A. (2011). Doktor-hasta iletişimi açısından hastanelerde hekim seçme uygulaması: Karşılaştırmalı bir çalışma. Selçuk Üniversitesi.
  • Uzunsakal, E., & Yıldız, D. (2018). Alan araştırmalarında güvenilirlik testlerinin karşılaştırılması ve tarımsal veriler üzerine bir uygulama. Uygulamalı Sosyal Bilimler Dergisi, 2(1), 14–28.
  • Van Dolen, W., De Ruyter, K., & Lemmink, J. (2004). An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction. Journal of Business Research, 57(4), 437–444. https://doi.org/10.1016/S0148-2963(02)00277-1
  • Varinli, İ. (2004). Hizmet kalitesi, değer, hasta tatmini ve davranışsal niyetler arasındaki ilişki: Kayseri’de poliklinik hastalarına yönelik bir araştırma. Erciyes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 1(17), 33–52.
  • Wang, G., Wang, J., Ma, X., & Qiu, R.G. (2010). The effect of standardization and customization on service satisfaction. Journal of Service Science, 2(1), 1–23. https://doi.org/10.1007/s12927-010-0001-3
  • Westbrook, R.A., & Oliver, R.L. (1991). The Dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84–91. https://doi.org/10.1086/209243
  • Wheaton, B., Muthen, B., Alwin, D.F., & Summers, G.F. (1977). Assessing Reliability and Stability in Panel Models. Sociological Methodology, 8, 84–136. https://doi.org/10.2307/270754
  • Yaşlıoğlu, M.M. (2017). Sosyal bilimlerde faktör analizi ve geçerlilik: Keşfedici ve doğrulayıcı faktör analizlerinin kullanılması. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 46, 74–85.
  • Yıldız, D., & Uzunsakal, E. (2018). Alan Araştırmalarında Güvenilirlik Testlerinin Karşılaştırılması ve Tarımsal Veriler Üzerine Bir Uygulama. Uygulamalı Sosyal Bilimler Dergisi, 1, 14–28.
  • Yılmaz, M.B., & Şireci, M. (2020). Malatya’da yer alan aile hekimliği merkezlerinde sağlık iletişimi uygulamalarına yönelik bir çalışma. Fırat Üniversitesi Sosyal Bilimler Dergisi, 30(1), 357–371. https://doi.org/10.18069/firatsbed.645157
  • Zorlu, D., & Cingi, C.C. (2020). Doktorlar ve iletişim. Pamukkale Medical Journal, 14(1), 191–200. https://doi.org/10.31362/patd.758845

The Effect of Physician-Patient Communication on Patient Satisfaction in Family Medicine Services

Year 2024, Volume: 8 Issue: 1, 15 - 33, 31.01.2024

Hakan Akaydın Alişan Baltacı

https://doi.org/10.29023/alanyaakademik.1185604

Abstract

Birinci basamak sağlık hizmetlerinin ülkelerin sürdürülebilir kalkınmaları ve genel anlamda gelişmişlikleri ile doğrudan bağlantısı bulunmaktadır. Kişilerin eşit bir şekilde ulaşabildikleri fiziki anlamda da kendilerine en yakın olan sağlık hizmetini alabildikleri aile hekimliği hizmetlerinin kendine has özelliklerinden dolayı farklı açılardan ele alınması gerektiği değerlendirilmektedir. Bu öenmli faktörlerden biri olan iletişim, içinde bulunduğumuz dönemde birçok konuda hayatın ve sosyal bir varlık olarak insan gelişiminin temel belirleyicisi olmaktadır. Bu bağlamda aile hekimliğinde hekim hasta iletişimi ile sağlık personeli ve hasta arasındaki iletişimin etkinliği ve verimliği ve bunun sonunda oluşacak memnuniyet ve hasta tatmini, sağlık kurumlarının yükünü hafifletecek olan en önemli faktörlerden biri olarak ifade edilmektedir.

Keywords

aile hekimliği iletişim hasta tatmini

References

  • Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P.L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13–24. https://doi.org/10.5267/j.msl.2018.11.004
  • Al-Kasasbeh, M., Dasgupta, S., & AL-Faouri, A. (2011). Factors affecting e-service satisfaction. Communications of the IBIMA, 2011(2011), 1–12. https://doi.org/10.5171/2011.547937
  • AlAteeq, M., Al-Turki, N., & Afifi, A. (2016). Violence against health workers in family medicine centers. Journal of Multidisciplinary Healthcare, 9, 257–266. https://doi.org/10.2147/JMDH.S105407
  • Alpar, R. (2013). Uygulamalı çok değişkenli istatistik yöntemler (4th ed.). Detay Yayıncılık.
  • Arlı, E. (2012). Yat limanı işletmeciliğinde algılanan hizmet kalitesi faktörlerinin tekrar tercih etme niyeti, tavsiye etme niyeti ve genel memnuniyet düzeyi üzerindeki etkisi. Anatolia: Turizm Araştırmaları Dergisi, 23(1), 19–32.
  • Baker, C. (1974). What’s different about family medicine. Journal of Medical Education, 49(3), 229–235. Baş, S. (2017). Bireylerin aile hekimliğini tercih etmeme sebepleri. Süleyman Demirel Üniversitesi.
  • Başol, E. (2018). Hasta ile sağlık çalışanları (doktor ve hemşire) arasındaki iletişim sorunları ve çözüm önerileri. International Anatolia Academic Online Journal Social Sciences Journal, 4(1), 76–93.
  • Batar, Y. (2020). İletişim modelleri işığında dini iletişimin doğası. Mesned İlahiyat Araştırmaları Dergisi, 11(2), 417–439.
  • Bektaş, G. (2010). Sağlık kurumlarında insan kaynakları yönetimi. In A. Y. Kaptanoğlu (Ed.), Sağlık Yönetimi (1st ed., pp. 186–235). Beşir Kitabevi.
  • Bentler, P.M., & Bonett, D.G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588–606. https://doi.org/10.1037/0033-2909.88.3.588
  • Bilgin, Y., & Göral, M. (2017). Sağlık kuruluşlarında hizmet kalitesinin hasta memnuniyetine etkisi: Bartın Devlet Hastanesi örneği. Bartın Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 8(16), 151–176.
  • Blake, V. (2012). When is a patient-physician relationship established? AMA Journal of Ethics, 14(5), 403–406. https://doi.org/10.1001/virtualmentor.2012.14.5.hlaw1-1205
  • Blasi, Z. Di, Harkness, E., Ernst, E., Georgiou, A., & Kleijnen, J. (2001). Influence of context effects on health outcomes: a systematic review. The Lancet, 357(9258), 757–762. https://doi.org/10.1016/S0140-6736(00)04169-6
  • Bolat, S. (1996). Eğitim örgütlerinde iletişim: H. Ü. Eğitim Fakültesi uygulaması. Hacettepe Üniversitesi Eğitim Fakültesi Dergisi, 12(12), 75–80.
  • Bolsoy, N., & Sevil, Ü. (2006). Sağlık-hastalık ve kültür etkileşimi. Atatürk Üniversitesi Hemşirelik Yüksekokulu Dergisi, 9(3), 78–82.
  • Bos, A., Vosselman, N., Hoogstratenc, J., & Prahl-Andersen, B. (2005). Patient compliance: A determinant of patient satisfaction. Angle Orthodontist, 75(4), 526–531.
  • Budych, K., Helms, T.M., & Schultz, C. (2012). How do patients with rare diseases experience the medical encounter? Exploring role behavior and its impact on patient–physician interaction. Health Policy, 105(2–3), 154–164. https://doi.org/10.1016/j.healthpol.2012.02.018
  • Burnham, T.A., Frels, J.K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109–126. https://doi.org/10.1177/0092070302250897
  • Cheek, J.M., & Buss, A.H. (1981). Shyness and sociability. Journal of Personality and Social Psychology, 41(2), 330–339. https://doi.org/10.1037/0022-3514.41.2.330
  • Crump, C. (2015). Birth history is forever: Implications for family medicine. The Journal of the American Board of Family Medicine, 28(1), 121–123. https://doi.org/10.3122/jabfm.2015.01.130317
  • Dönmez, H., Taşmurat, T., & Yurdakul, H. (2021). No Title. International Turkish Culture and Art Symposium. DuPree, E., Anderson, R., & Nash, I. S. (2011). Improving quality in healthcare: Start with the patient. Mount Sinai Journal of Medicine: A Journal of Translational and Personalized Medicine, 78(6), 813–819. https://doi.org/10.1002/msj.20297
  • Dursun, Y., & Çerçi, M. (2004). Algılanan sağlık hizmeti kalitesi, algılanan değer, hasta tatmini ve davranışsal niyet ilişkileri üzerine bir araştırma. Erciyes Üniv. İktisadi ve İdari Bilimler Fakültesi Dergisi, 23, 1–16.
  • El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
  • Elleuch, A. (2008). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21(7), 692–705. https://doi.org/10.1108/09526860810910168
  • Gan, T. J., Habib, A. S., Miller, T. E., White, W., & Apfelbaum, J. L. (2014). Incidence, patient satisfaction, and perceptions of post-surgical pain: results from a US national survey. Current Medical Research and Opinion, 30(1), 149–160. https://doi.org/10.1185/03007995.2013.860019
  • George, D., & Mallery, P. (2010). SPSS for Windows step by step: A simple guide and reference (10th ed.). Pearson.
  • Güzel, Ş., Akman Dömbekçi, H., & Arı, A. (2022). Hasta ve hekim İletişimi: Özel hastane örneği. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 48, 38–55. https://doi.org/10.52642/susbed.1096940
  • Hair, J., Black, W., Babin, B., & Anderson, R. (2013). Multivariate Data Analysis. Pearson.
  • Hair, J.F.J., Black, W.C., Babin, B.J., & Anderson, R.E. (2010). Multivariate Data Analysis (7th ed.). Pearson.
  • Halpern, J. (2007). Empathy and patient–physician conflicts. Journal of General Internal Medicine, 22(5), 696–700. https://doi.org/10.1007/s11606-006-0102-3
  • Hartline, M.D., & Ferrell, O.C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52–70. https://doi.org/10.2307/1251901
  • Hausman, A. (2004). Modeling the patient-physician service encounter: Improving patient outcomes. Journal of the Academy of Marketing Science, 32(4), 403–417. https://doi.org/10.1177/0092070304265627
  • Hennig-Thurau, T., Gwinner, K.P., & Gremler, D.D. (2002). Understanding Relationship Marketing Outcomes. Journal of Service Research, 4(3), 230–247. https://doi.org/10.1177/1094670502004003006
  • Hu, L., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. https://doi.org/10.1080/10705519909540118
  • Hubbert, A.R., Garcia Sehorn, A., & Brown, S. W. (1995). Service expectations: the consumer versus the provider. International Journal of Service Industry Management, 6(1), 6–21. https://doi.org/10.1108/09564239510146672
  • Işık, T. (2021). Sağlık iletişimi bağlamında hekim-hasta, hasta-hekim iletişimi inceleme çalışması: Özel bir hastane analizi. Iğdır Üniversitesi Sosyal Bilimler Dergisi, 26, 720–753.
  • Islam, M.A., Jalali, A.R., & Ku Ariffin, K.H. (2011). Service satisfaction: The case of a higher learning institution in Malaysia. International Education Studies, 4(1), 181–192. https://doi.org/10.5539/ies.v4n1p182
  • İşlek, M.S., & Öztürk, E. (2021). Uluslararası değişim öğrencilerinin memnuniyet ve uyumunun tavsiye etme niyeti üzerine etkisi: Eskişehir Osmangazi Üniversitesi örneği. Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi, 16(1), 87–109. https://doi.org/10.17153/oguiibf.855809
  • Jack, B., Nagy, Z., & Varga, Z. (1997). Health care reform in Central and Eastern Europe. European Journal of General Practice, 3(4), 152–158. https://doi.org/10.3109/13814789709160352
  • Jaipaul, C.K., & Rosenthal, G.E. (2003). Do hospitals with lower mortality have higher patient satisfaction? A regional analysis of patients with medical diagnoses. American Journal of Medical Quality, 18(2), 59–65. https://doi.org/10.1177/106286060301800203
  • Jawad Hashim, M. (2018). A Definition Of Family Medicine And General Practice. Journal of College of Physicians And Surgeons Pakistan, 28(1), 76–77. https://doi.org/10.29271/jcpsp.2018.01.76
  • Jones, M.A., Mothersbaugh, D.L., & Beatty, S.E. (2003). The effects of locational convenience on customer repurchase intention across service types. Journal of Services Marketing, 17(7), 701–710.
  • Karagöz, Y. (2019). SPSS, AMOS, META uygulamalı istatistiksel analizler (2nd ed.). Nobel Yayıncılık. Keiningham, T.L., Cooil, B., Andreassen, T.W., & Aksoy, L. (2007). A longitudinal examination of net promoter and firm revenue growth. Journal of Marketing, 71(3), 39–51. https://doi.org/10.1509/jmkg.71.3.039
  • Kessler, D.P., & Mylod, D. (2011). Does patient satisfaction affect patient loyalty? International Journal of Health Care Quality Assurance, 24(4), 266–273. https://doi.org/10.1108/09526861111125570
  • Khan, M.H., Hassan, R., Anwar, S., Babar, T.S., Babar, K.S., & Khan, D.I. (2007). Patient satisfaction with nursing care. Rawal Medical Journal, 32(1), 28–30.
  • Koca, G.Ş., & Erigüç, G. (2021). Hasta-hekim ilişkisinde güven iletişimi: Hastaların bakış açısıyla ölçmeye yönelik bir ölçek geliştirme çalışması. Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, İstiklal M, 186–202. https://doi.org/10.18026/cbayarsos.689732
  • Koenig-Lewis, N., & Palmer, A. (2014). The effects of anticipatory emotions on service satisfaction and behavioral intention. Journal of Services Marketing, 28(6), 437–451. https://doi.org/10.1108/JSM-09-2013-0244
  • Lam, C.L.K. (2004). The 21st Century: The Age of Family Medicine Research? The Annals of Family Medicine, 2(suppl_2), 50–54. https://doi.org/10.1370/afm.191
  • Larson, E.B. (2003). Medicine as a profession—back to basics: preserving the physician-patient relationship in a challenging medical marketplace. The American Journal of Medicine, 114(2), 168–172. https://doi.org/10.1016/S0002-9343(02)01564-4
  • Levine, S., Lyons, D.M., & Schatzberg, A.F. (1997). Psychobiological consequences of social relationships. Annals of the New York Academy of Sciences, 807(1), 210–218. https://doi.org/10.1111/j.1749-6632.1997.tb51922.x
  • Levinson, W. (2000). A study of patient clues and physician responses in primary care and surgical settings. JAMA, 284(8), 1021–1027. https://doi.org/10.1001/jama.284.8.1021
  • Lloyd, A.E., & Luk, S.T.K. (2011). Interaction behaviors leading to comfort in the service encounter. Journal of Services Marketing, 25(3), 176–189. https://doi.org/10.1108/08876041111129164
  • Mac Whiney, I.R. (1969). The foundations of family medicine. Canadian Family Physician, 15(4), 13–27. Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: a test of mediation. International Business Research, 3(4), 72–80. https://doi.org/10.5539/ibr.v3n4p72
  • Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. Journal of Health Care Quality Assurance, 22(4), 366–381.
  • Nakip, M. (2006). Pazarlama Araştırmaları: Teknikler ve (SPSS Destekli) Uygulamalar. Seçkin Yayınevi.
  • Noudoostbeni, A., Kaur, K., & Jenatabadi, H. (2018). A Comparison of Structural Equation Modeling Approaches with DeLone & McLean’s Model: A Case Study of Radio-Frequency Identification User Satisfaction in Malaysian University Libraries. Sustainability, 10(7), 2532. https://doi.org/10.3390/su10072532
  • Olesen, F. (2000). General practice: Time for a new definition. BMJ, 320(7231), 354–357. https://doi.org/10.1136/bmj.320.7231.354
  • Oliver, R.L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25–48.
  • Oral, R. (2015). Ülkemizde ve dünyada aile hekimliği sisteminin işleyişi. Beykent Üniversitesi.
  • Petruzzellis, L., D’Uggento, A.M., & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality: An International Journal, 16(4), 349–364. https://doi.org/10.1108/09604520610675694
  • Quintana, J. M., González, N., Bilbao, A., Aizpuru, F., Escobar, A., Esteban, C., San-Sebastián, J.A., De-la-Sierra, E., & Thompson, A. (2006). Predictors of patient satisfaction with hospital health care. BMC Health Services Research, 6(1), 102–111. https://doi.org/10.1186/1472-6963-6-102
  • Rajasoorya, C. (2018). Credat Emptor – The Sacrosanct Doctor-Patient Relationship. Annals of the Academy of Medicine, Singapore, 47(8), 275–277. https://doi.org/10.47102/annals-acadmedsg.V47N8p275
  • Ridd, M., Shaw, A., Lewis, G., & Salisbury, C. (2009). The patient–doctor relationship: a synthesis of the qualitative literature on patients’ perspectives. British Journal of General Practice, 59(561), e116–e133. https://doi.org/10.3399/bjgp09X420248
  • Roter, D.L., Frankel, R.M., Hall, J.A., & Sluyter, D. (2006). The expression of emotion through nonverbal behavior in medical visits. Mechanisms and outcomes. Journal of General Internal Medicine, 21(S1), 28–34. https://doi.org/10.1111/j.1525-1497.2006.00306.x
  • Roter, D.L., Hall, J.A., Merisca, R., Nordstrom, B., Cretin, D., & Svarstad, B. (1998). Effectiveness of Interventions to Improve Patient Compliance. Medical Care, 36(8), 1138–1161. https://doi.org/10.1097/00005650-199808000-00004
  • Samancı, V.M. (2020). Birinci basamak sağlık hizmetleri ve pandemi süreci. Konuralp Tıp Dergisi, 12(S1), 390–392. https://doi.org/10.18521/ktd.753605
  • Schermelleh-Engel, K., Moosbrugger, H., & Muller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research Online, 8(2), 23–74.
  • Sezgin, D. (2010). Sağlık iletişimi paradigmaları ve Türkiye: Medyada sağlık haberlerinin analizi. Ankara Üniversitesi.
  • Spake, D.F., & Megehee, C.M. (2010). Consumer sociability and service provider expertise influence on service relationship success. Journal of Services Marketing, 24(4), 314–324. https://doi.org/10.1108/08876041011053024
  • Suhail, P., & Srinivasulu, Y. (2021). Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. Journal of Ayurveda and Integrative Medicine, 12(1), 93–101. https://doi.org/10.1016/j.jaim.2020.10.011
  • T.C. Sağlık Bakanlığı Halk Sağlığı Genel Müdürlüğü. (2022). Aile hekiminin tanımı. https://hsgm.saglik.gov.tr/tr/ailehekimligi/aile-hekiminin-tanımı.html
  • Tarım, M., Zaim, S., & Bayraktar, E. (2010). Üretim yönetimi (operasyonel yönetim). In A. Y. Kaptanoğlu (Ed.), Sağlık Yönetimi (1st ed., pp. 121–150). Beşir Kitabevi.
  • TÜİK. (2020). Adrese Dayalı Nüfus Kayıt Sistemi Sonuçları. http: https://data.tuik.gov.tr/Bulten/Index?p=Adrese-Dayali-Nufus-Kayit-Sistemi-Sonuclari-2020-37210
  • Türk Dil Kurumu. (2022). Türk Dil Kurumu Sözlükleri. https://sozluk.gov.tr/
  • Uludağ, A. (2011). Doktor-hasta iletişimi açısından hastanelerde hekim seçme uygulaması: Karşılaştırmalı bir çalışma. Selçuk Üniversitesi.
  • Uzunsakal, E., & Yıldız, D. (2018). Alan araştırmalarında güvenilirlik testlerinin karşılaştırılması ve tarımsal veriler üzerine bir uygulama. Uygulamalı Sosyal Bilimler Dergisi, 2(1), 14–28.
  • Van Dolen, W., De Ruyter, K., & Lemmink, J. (2004). An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction. Journal of Business Research, 57(4), 437–444. https://doi.org/10.1016/S0148-2963(02)00277-1
  • Varinli, İ. (2004). Hizmet kalitesi, değer, hasta tatmini ve davranışsal niyetler arasındaki ilişki: Kayseri’de poliklinik hastalarına yönelik bir araştırma. Erciyes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 1(17), 33–52.
  • Wang, G., Wang, J., Ma, X., & Qiu, R.G. (2010). The effect of standardization and customization on service satisfaction. Journal of Service Science, 2(1), 1–23. https://doi.org/10.1007/s12927-010-0001-3
  • Westbrook, R.A., & Oliver, R.L. (1991). The Dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84–91. https://doi.org/10.1086/209243
  • Wheaton, B., Muthen, B., Alwin, D.F., & Summers, G.F. (1977). Assessing Reliability and Stability in Panel Models. Sociological Methodology, 8, 84–136. https://doi.org/10.2307/270754
  • Yaşlıoğlu, M.M. (2017). Sosyal bilimlerde faktör analizi ve geçerlilik: Keşfedici ve doğrulayıcı faktör analizlerinin kullanılması. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 46, 74–85.
  • Yıldız, D., & Uzunsakal, E. (2018). Alan Araştırmalarında Güvenilirlik Testlerinin Karşılaştırılması ve Tarımsal Veriler Üzerine Bir Uygulama. Uygulamalı Sosyal Bilimler Dergisi, 1, 14–28.
  • Yılmaz, M.B., & Şireci, M. (2020). Malatya’da yer alan aile hekimliği merkezlerinde sağlık iletişimi uygulamalarına yönelik bir çalışma. Fırat Üniversitesi Sosyal Bilimler Dergisi, 30(1), 357–371. https://doi.org/10.18069/firatsbed.645157
  • Zorlu, D., & Cingi, C.C. (2020). Doktorlar ve iletişim. Pamukkale Medical Journal, 14(1), 191–200. https://doi.org/10.31362/patd.758845
There are 85 citations in total.

Details

Primary Language English
Subjects Finance
Journal Section Makaleler
Authors

Hakan Akaydın 0000-0002-0109-389X

Alişan Baltacı 0000-0002-3280-405X

Publication Date January 31, 2024
Acceptance Date November 8, 2023
Published in Issue Year 2024 Volume: 8 Issue: 1

Cite

APA Akaydın, H., & Baltacı, A. (2024). The Effect of Physician-Patient Communicatıon on Patient Satisfaction in Family Medicine Services. Alanya Akademik Bakış, 8(1), 15-33. https://doi.org/10.29023/alanyaakademik.1185604