Dimensioning The Quality of Health Care Services (Karabuk State Hospital Service Quality Dimensions as an Example of Measurement Application)

Özet

Since health service is directly related to human life, the necessity of improving the quality of the service in health has brought the necessityof measuring the quality of service.Karabuk State Hospital which began to work with the core principle of “human first” since 2006 has started to measure the quality of servicein order to improve the service quality since 2009. The structure of the measurement service quality is abstract and immeasurable thus concretizationsothat theneedtofacilitatethemeasurementhasmotivatedthestudiesondimensioningofqualityofserviceinKarabukStateHospitalasacompulsoryprocess.Studies on sizing and measurement of service quality in Karabuk State Hospital in 2009 will be exposed in the article. The institution whichevaluates the dimensions of service quality of Emergency Service, Polyclinics, and medical clinics puts forth the expectations and perceptionsof customers and customer satisfaction as a basis of the measuring the quality of service. Polyclinics (30 units), Medical clinics (8 units), andEmergency Service evaluated the results of the survey that included 785 people and made improvements in dimensions with service quality hasbeen low.