PERFORMANS VE KALÄ°TE - SaÄlÄ±kta Kalite ve Akreditasyon Daire ...

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Sağlık Bakanlığı Hastanelerine Yapılan Hasta Şikayetlerinin Değerlendirilmesi Sayı KAYNAKLAR • Allen L.W., Creer E., Leggitt M., (2000). Developing a patient complaint tracking system to improve performance. Joint Commission Journal on Quality Improvement, 26(4), 217-226. • Bendall-Lyon D., Powers T.L., (2001). The role of complaint management in the service recovery process. Joint Commission Journal on Quality Improvement, 27(5), 278-86. • Bosch V.G., Enriquez F.T., (2005). TQM and QFD: Exploiting a customer complaint management system. International Journal of Quality & Reliability Management, 22,1, 30-37. • Clark G.L., Kaminski P.F., Rink D.R., (1992). Consumer complaints: Advice on how companies should respond based on an empirical study. Journal of Services Marketing, 6(1), 41-51. • Colwell C.B., Pons P.T., Pi R., (2003). Selected topics: Prehospital care complaints against an EMS system. The Journal of Emergency Medicine, 25,4, 403–408. • Department of Health, Social Services and Public Safety, (2009). Complaints in Health and Social Care-Standards&Guidelines for Resolution&Learning. www.dhsspsni.gov.uk, Erişim tarihi: 26.06.2011. • Dinçer B., Özaslan M., Kavasoğlu T., (2003). İllerin ve bölgelerin sosyo-ekonomik gelişmişlik sıralaması araştırması (2003). Devlet Planlama Teşkilatı Bölgesel Gelişme ve Yapısal Uyum Genel Müdürlüğü, Yayın No: DPT 2671. • Friele R.D., Sluijs E.M., Legemaate. J., (2008). Complaints handling in hospitals: An empirical study of discrepancies between patients’ expectations and their experiences. BMC Health Services Research, 8:199, 1-11. • Gilly M.C., Stevenson W.B., Yale L.J., (1991). Dynamics of complaint management in the service organization. Journal of ConsumerAffairs, 25,2, 295-322 . • Gönen H., (2008). Kamu sektöründe müşteri ilişkileri yönetimi (tez). Çukurova Üniversitesi, Sosyal Bilimler Enstitüsü, İşletme Anabilim Dalı. SAĞLIKTA PERFORMANS VE KALİTE DERGİSİ 27
Panorama of Patient Complaints in Ministry of Health Hospitals Sayı • Harrington C., Weinberg J., Merrill S., Newman J., (2000). Medicare beneficiary complaints about quality of care. American Journal of Medical Quality, 15(6), 241-250. • Hyer J., Hite R., (1996). Using complaints to analyze and address patient needs. www.shawresources.com/pdf/Using%20Complaints%20to%20 analyze%20and%20address%20patient%20needs%20-DSCH.pdf, Erişim tarihi: 21.08.2011. • Karatepe B., (2011). Hasta İlişkileri Yönetimi, www.maksellent.com/tr/ solutions/hasta-iliskileri-yonetimi.html, Erişim tarihi: 5.08.2011. • Lovelock C., Wright L., (2002). Principles of Service Marketing and Management. 2nd Edition, Prentice-Hall Inc., Upper Saddle River, New Jersey. • Lynch J., (2003). Integrated conflict management programs emerge as an organization-development strategy. Alternatives to the High Cost of Litigation, 21,5, 99–113. • National Performance Review (NPR), (1996). Best Practices in Resolving Customer Complaints. March Report, 1 19. • Powers T.L, Bendall-Lyon D., (2002). Using complaint behavior to improve quality through the structure and process of service delivery. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, www.findarticles.com/p/articles/mi_qa5516/is_200201/ai_ n21323173/?tag=mantle_skin;content Erişim tarihi: 30.08.2011. • Sağlık Bakanlığı (2006). Sağlık İstatistik Yıllığı • Sağlık Bakanlığı (2008). Türkiye Sağlık İnsangücü Durum Raporu • Shaw J., (2000). Complaints-buried treasure in your own backyard. www. ShawResources.com, Erişim tarihi: 02.08.2011. • Türk Standartları Enstitüsü, (2006). TS ISO 10002-Kalite Yönetimi- Müşteri Memnuniyeti-Kuruluşlarda Şikâyetlerin Ele Alınması için Kılavuz Bilgiler. ICS 03.120.10. • www. tuik.gov.tr 28 SAĞLIKTA PERFORMANS VE KALİTE DERGİSİ
Page 1 and 2: SAĞLIKTA PERFORMANS VE KALİTE Hak
Page 4: SAĞLIKTA PERFORMANS VE KALİTE Hak
Page 7 and 8: Sayı Prof. Dr. Oya BAYINDIR Prof.
Page 10: Sayı Değerli Okurlarımız, Ülke
Page 13 and 14: ABSTRACT Today, health sector is ba
Page 15 and 16: Panorama of Patient Complaints in M
Page 37: Panorama of Patient Complaints in M
Page 41 and 42: daha düşük olan çalışan oran
Page 43 and 44: Behavıor, Attıtude and Knowledge
Page 58 and 59: Nesrin KILIÇARSLAN 1 Feride TAŞKI
Page 60 and 61: Hasta Haklarının Sağlık Çalı
Page 74 and 75: Mehmet SALUVAN 1 Sıdıka KAYA 2 Ö
Page 76 and 77: Doktor-Hemşire Arasındaki Etkile
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Doktor-Hemşire Arasındaki Etkile
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Mine TUNÇEL 1 ÖZET Öznur VURAN D
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Performans Sistemine Medyanın Bak
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Umut BEYLİK 1 Yıldız AYANOĞLU P
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Eğitim ve Araştırma Hastanelerin
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Ümit ATMAN 1 ÖZET Mobbing (psikol
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İşyerinde Psikolojik Terör: Mobb
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