Get started
Work

Algılanan Hekim Yetkinliğinin Hasta Memnuniyetine Etkisinde Algılanan Hekim Empatisinin Aracı Rolü

Year: 2023
Type: conference-paper
Study design: Observational Study
Abstract: The Mediating Role of Perceived Physician Empathy in the Effect of Perceived Physician Competence on Patient Satisfaction In today's healthcare delivery, the importance of ensuring patient satisfaction has increased. Patient satisfaction has become the second main goal after healthcare service delivery in public and private sector healthcare institutions. Therefore, the issue of how to ensure patient satisfaction is an extremely important research area in health management. In this context, this study aimed to reveal the mediating role of perceived physician empathy in the effect of perceived physician competence on patient satisfaction. A quantitative research design was used in the study. Before starting the research, ethical approval was obtained from the Sakarya University Ethics Committee (dated 11/08/2023 and numbered E-61923333-050.99-271683). A four-part survey form was used as a data collection tool. The first part of the form contains questions regarding the socio-demographic information of the participants. In the second part of the form, the subscale of the Perceived Physician Quality Scale, developed by Laugesen et al. (2015) and whose Turkish validity and reliability study was conducted by Ünal et al. (2019), was used to measure Perceived Physician Competence. In the third part of the survey form, the subscale of the Perceived Physician Quality Scale, developed by Laugesen et al. (2015) and whose Turkish validity and reliability study was conducted by Ünal et al. (2019), was used to measure perceived physician empathy skills. In the last part of the survey form, there is a scale of 4 items developed by Chang et al. (2013) to measure patient satisfaction. The scale was adapted to Turkish by Akbolat et al. (2019). The research population consists of individuals over 18 who reside in Sakarya province and have received service from the same doctor at least twice in the same hospital. The population of Sakarya Province was 1,080,080 when the research was conducted. According to Coşkun et al. (2018), the minimum sample size to represent this universe is 384. Three hundred eighty-five people who participated in the research voluntarily constitute the research sample. SPSS and Hayes Process Macro programs were used to analyse the data obtained, and Model 4 structural equation model, correlation analysis and independent samples t-test were used. 139 According to the findings of the study, there is a positive significant relationship between perceived physician competence and patient satisfaction (p<0.01; r=0.774) and between perceived empathy and patient satisfaction (p<0.01; r=0.772). Additionally, a significant positive relationship exists between perceived empathy and physician competence (p<0.01; r=0.859). According to the SEM results, it was determined that perceived physician competence positively affected patient satisfaction (β = 0.444). When the mediating role of perceived empathy was added to this effect (β = 0.374), the total positive impact increased (β = 0.817). According to another result of the research, the variables of patient satisfaction, perceived physician competence, and perceived physician empathy differ depending on the type of hospital from which service is received, and private hospitals have more positive perceptions than public hospitals in all three variables. According to the research results, physician competence perceived by patients increases patient satisfaction. Perceived empathy also increases the level of satisfaction. Considering the importance of patient satisfaction for healthcare institutions, it is recommended that healthcare managers work to strengthen patients' perceptions of physician competence and physician empathy.
Language: Turkish
Open Access status: green
OpenAlex ID: W7132860185
FWCI:
Cites:
Cited by:
Related to: 10