THE A RESEARCH TO DETERMINE THE EFFECT OF HEALTHCARE WORKERS STRESS LEVELS ON PATİENT SATISFACTİON
A RESEARCH TO DETERMINE THE EFFECT OF HEALTHCARE WORKERS STRESS LEVELS ON PATİENT SATISFACTİON
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https://doi.org/10.5281/zenodo.13382762Keywords:
Job Stress, customer satisfaction, Health Care ServicesAbstract
This study aims to investigate the effects of stress levels of healthcare professionals on patient satisfaction. The stress factors that individuals working in the healthcare sector are exposed to are caused by workload, long working hours, emotional strain, and management pressures. This situation affects the performance and service quality of healthcare professionals and is reflected in patient satisfaction. The main purpose of this research is to determine how the stress levels of healthcare professionals are reflected in the satisfaction levels of patients with healthcare services. The survey method was used as the data collection method in the research. In the research, the ‘‘Job Stress Scale’’ scale developed by Cohen and Williamson (1988) and adapted to Turkish by Baltaş (1997) was used to measure the stress levels of healthcare professionals, while the ‘’patient satisfaction scale’’ developed by Karaca in 2020 was used to measure the satisfaction levels of patients. Regression analysis was used in the research to determine the effect of stress levels of healthcare professionals on the satisfaction levels of patients. Within the scope of the research, healthcare professionals working in private hospitals in Istanbul and patients who receive healthcare services from these healthcare professionals were included in the sample group, and a total of 120 healthcare professionals and 350 patients receiving healthcare services constituted the sample group of the research. As a result of the research, a moderately significant and negative relationship was determined between the stress levels of healthcare professionals and the satisfaction levels of patients. In addition, the stress levels of healthcare professionals affect the satisfaction of patients at a low level and negatively.
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