PERFORMANS VE KALÄ°TE - SaÄlıkta Kalite ve Akreditasyon Daire ...
PERFORMANS VE KALÄ°TE - SaÄlıkta Kalite ve Akreditasyon Daire ...
PERFORMANS VE KALÄ°TE - SaÄlıkta Kalite ve Akreditasyon Daire ...
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Sağlık Bakanlığı Hastanelerine Yapılan Hasta Şikayetlerinin Değerlendirilmesi<br />
Sayı<br />
KAYNAKLAR<br />
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tracking system to impro<strong>ve</strong> performance. Joint Commission Journal on<br />
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• Bendall-Lyon D., Powers T.L., (2001). The role of complaint management<br />
in the service reco<strong>ve</strong>ry process. Joint Commission Journal on Quality<br />
Impro<strong>ve</strong>ment, 27(5), 278-86.<br />
• Bosch V.G., Enriquez F.T., (2005). TQM and QFD: Exploiting a customer<br />
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Advice on how companies should respond based on an empirical study.<br />
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complaints against an EMS system. The Journal of Emergency Medicine,<br />
25,4, 403–408.<br />
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gelişmişlik sıralaması araştırması (2003). Devlet Planlama<br />
Teşkilatı Bölgesel Gelişme <strong>ve</strong> Yapısal Uyum Genel Müdürlüğü, Yayın No:<br />
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• Friele R.D., Sluijs E.M., Legemaate. J., (2008). Complaints handling in<br />
hospitals: An empirical study of discrepancies between patients’ expectations<br />
and their experiences. BMC Health Services Research, 8:199, 1-11.<br />
• Gilly M.C., Ste<strong>ve</strong>nson W.B., Yale L.J., (1991). Dynamics of complaint<br />
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• Gönen H., (2008). Kamu sektöründe müşteri ilişkileri yönetimi (tez). Çukurova<br />
Üni<strong>ve</strong>rsitesi, Sosyal Bilimler Enstitüsü, İşletme Anabilim Dalı.<br />
SAĞLIKTA <strong>PERFORMANS</strong> <strong>VE</strong> KALİTE DERGİSİ<br />
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