SAĞLIK HİZMETLERİNDE MODÜLERLİK VE MÜŞTERİ MEMNUNİYETİ

Yıl 2020, Cilt: 5 Sayı: 1, 33 - 53, 31.03.2020

Elif Çetin , Dilek Yılmaz Börekçi , Sinem Büyüksaatçı Kiriş

https://doi.org/10.29106/fesa.654472

Öz

Modülerlik;
karmaşık bir sistemin, gevşek bağlılığa sahip standart arayüzlerle etkileşen
alt sistemlerden oluşur hale getirilmesine yönelik bir yaklaşımdır. Modülerlik yaklaşımı,
ilk olarak ürün geliştirmede ve yazılım mühendisliğinde etkili bir şekilde
uygulanmış ve daha sonra finans, lojistik ve hastanecilik gibi farklı alanlardaki
hizmetlere yayılmıştır. Bilişim teknolojilerinin sağlık sektörüne dâhil olması,
sağlık hizmetleri sunumunun potansiyelini arttırmıştır. Hizmet platformunun;
güvenilirliği, bilgilerin gizliliğini ve hasta memnuniyetini sağlayıp
sağlamadığı bağlamında kalitesi merak konusu olmuştur. Bu doğrultuda
gerçekleştirilen bu çalışmada, gelişen sağlık hizmetlerine dâhil olan modüler
teknolojik yapılar ile birlikte hizmet kalitesini ölçmek amaçlanmıştır. Devlet
hastanesi, kanser tarama merkezi, e-nabız ve birinci basamak sağlık
kuruluşlarından oluşan modüler yapı ve Bolu ili birinci basamak sağlık
kuruluşlarından hizmet alan hastaların memnuniyeti SERVQUAL yöntemi ile analiz edilmiştir.
Analiz iki aşamada gerçekleştirilmiştir. Birinci aşamada üç farklı birinci basamak
sağlık kuruluşundan hizmet alan 280 hastaya yapılan anket verileri dikkate
alınmıştır. İkinci aşamada ise üç farklı birinci basamak sağlık kuruluşundan
hizmet alan, ayrıca e-Nabız uygulamasından haberdar ve etkin kullanan 80
hastaya yapılan anket verileri üzerinden analiz yapılmıştır. Gerçekleştirilen
iki analiz sonucunda, gelişen teknolojilere eşlik eden modüler sağlık hizmetleri
ile müşteri memnuniyetinin etkilenebileceği tespit edilmiştir.

Jel Kodları: I10,I11,C83.

Anahtar Kelimeler

Modülerlik, Hizmet Modülerliği, Servis Modülerliği, Sağlık Hizmetleri, Müşteri Memnuniyeti, SERVQUAL

Kaynakça

• Abdullah, K., Manaf, N. H. A., & Noor, K. M. (2007). Measuring the service quality of airline services in Malaysia. International Journal of Economics, Management and Accounting, 15(1).
• Akdere, M., Top, M. and Tekingündüz, S. (2018). Examining patient perceptions of service quality in Turkish hospitals: the SERVPERF model. Total quality management & business excellence, 1–11.
• Baldwin, C.Y. (2015). Modularity and organizations, Elsevier.
• Berry, L.L. & Bendapudi, N., (2007). Health care: a fertile field for service research. Journal of service research, 10 (2), 111-122.
• Bohmer, R.M., (2005). Medicine’s service challenge: blending custom and standard care. Health care management review, 30 (4), 322-330.
• Bushe, C.J., McNamara, D., Haley, C., McCrossan, M. & Devitt, P. (2008). Weight management in a cohort of irish inpatients with serious mental illness (SMI) using a modular behavioural programme, a preliminary service evaluation. BMC Psychiatry, 8 (76).
• Butler, D., Oswald, S. & Turner, D. (1996). The effects of demographics on determinants of perceived health care service quality. Journal of management in medicine, 10 (5), 8-20.
• Campagnolo, D., Camuffo, A. 2010, The concept of modularity in management studies: a literature review, International Journal of Management Reviews.
• Chakraborty, R., Majumdar, A. (2011). measuring consumer satisfaction in health care sector: the applicability of servqual. International refereed research journal, 2 (4), 149-160.
• Chorpita, B.F., Daleiden, E.L. & Weisz, J.R. (2005). Modularity in the design and application of therapeutic interventions. Applied and preventive psychology, 11 (3), 141-156.
• Conway, T. & Willcocks, S. (1997). The role of expectations in the perceptions of health care quality: developing a conceptual model. International journal of health care quality assurance, 10 (3), 131-40.
• Cruess, S.R., Johnston, S. & Cruess, R.L. (2002). Professionalism for medicine: opportunities and obligations, Medical journal of australia, 177 (4), 208-211.
• D’Adderio,L., Pollock N. (2014). Performing modularity: competing rules, performative struggles and the effect of organizational theories on the organization. Organization studies, 35 (12), 1813–1843.
• De Blok, C., Luijkx, K., Meijboom, B., & Schols, J. (2010a). Modular care and service packages for independently living elderly. International journal of operations & production management, 30 (1), 75–97.
• De Blok, C., Luijkx, K., Meijboom, B., & Schols, J. 2010b, Improving long-term care provision: towards demand-based care by means of modularity, BMC Health services research, 10 (1).
• De Blok, C., Meijboom, B., Luijkx, K., & Schols, J. (2013). The human dimension of modular care provision: opportunities for personalization and customization. International journal of production economics, 142 (1), 16–26.
• De Blok, C., Meijboom, B., Luijkx, K., Schols, J., & Schroeder, R. (2014). Interfaces in service modularity: a typology developed in modular health care provision. Journal of operations management, 32 (4), 175–189. Demirtola, H., Atilla, E.A. (2013). Modüler organizasyon yapısı, Gümüşhane üniversitesi sağlık bilimleri dergisi, 2 (1), 95-116.
• Dobrzykowski, D. D., McFadden, K. L., Vonderembse, M. A. (2016). Examining pathways to safety and financial performance in hospitals: A study of lean in professional service operations. Journal of operations management, 42–43 (1), 39–51.
• Dörbecker, R., Böhmann, T. (2013). The concept and effects of service modularity – a literature review. 46th Hawaii international conference on system sciences.
• Dörbecker, R., Harms, T. & Böhmann, T. (2013). Exploring prevalence, forms, and relationships of service modularity: a cross-sectional study of German private health insurance services. Service excellence in management: proceedings of the 13th ınternational research symposium on service excellence in management (QUIS 13), CTF center for service systems, Karlstad University, Sweden, 193-201.
• Dranove, D. (1998). Economies of scale in non-revenue producing cost centers: implications for hospital mergers. Journal of health economics, 17 (1), 69-83.
• Eiriz, V., Figueiredo, J.A. (2005). Quality evaluation in health care services based customerprovider relationships. International journal of health care, 18 (6), 404-12.
• Eriş, Ö.Ü., Soyer, A., Asan, U. (2015), Organizasyonel modülerlik: literatür araştırması, Selçuk üniversitesi mühendislik bilim ve teknoloji dergisi, 3 (3).
• https://adapazarism.saglik.gov.tr, [Ziyaret tarihi: 30 Nisan 2019].
• https://enabiz.gov.tr, [Ziyaret tarihi: 12 Mayıs 2019].
• https://iscidunyasi.com, [Ziyaret tarihi: 11 Mayıs 2019].
• https://www.mhrs.gov.tr, [Ziyaret tarihi: 12 Mayıs 2019].
• https://www.tamamlayicisaglik.com, [Ziyaret tarihi: 11 Mayıs 2019].
• Kumar, M., Sujit, K. S., & Charles, V. (2018). Deriving managerial implications through servqual gap elasticity in UAE banking. International journal of quality & reliability management, 35 (4), 940–964.
• Lanseng, E.J., & Andreassen, T.W. (2007). Electronic healthcare: a study of people’s readiness and attitude toward performing self‐diagnosis. International journal of service industry management, 18 (4), 394-417.
• Lillrank, P., Chaudhuri, A., & Torkki, P. (2015). Economies of scale in cardiac surgery. Journal of hospital administration, 4 (2), 78-86.
• Linder-Pelz, S. (1982). Toward a theory of patient satisfaction. Social science and medicine, 16 (5), 577-82.
• Macduffıe, J.P. (2012). Modularity-as-property, modularization-as-process,and ‘modularıty’-as-frame: lessons from product architecture initiatives in the global automotive industry. Global strategy journal, 3, 8-40.
• Meyer, M.H., Jekowsky, E., & Crane, F.G. (2007). Applying platform design to improve the integration of patient services across the continuum of care. Managing service quality: an international journal, 17 (1), 23-40.
• Naidu, A. 2009, Factors affecting patient satisfaction and healthcare quality, International journal of health care quality assurance, 22 (4), 366-381.
• Radwin, L. (2000). Oncology patients’ perceptions of quality nursing care. Research in nursing & Health, 23 (3), 179-190. Saravanan, R., & Rao, K. S. P. (2007). Measurement of service quality from the customer’s perspective– an empirical study. Total quality management & business excellence, 18 (4), 435–449.
• Schilling, M.A. (2000). Toward a general modular systems theory and itsapplication to interfirm product modularity, Academy of management review, 25 (2), 312–334.
• Sevimli, S., 2006, Hizmet sektöründe kalite ve hizmet kalitesi ölçümü üzerine bir uygulama, Yüksek Lisans, Sosyal Bilimler Enstitüsü.
• Shabbir, S. Kaufmann H.R. & Shehzad, M., (2010). Service quality, word of mouth and trust: drivers to achieve patient satisfaction. Scientific research and essays, 5 (17).
• Silander, K., Torkki, P., Lillrank, P., Peltokorpi, A., Brax, S., A., Kaila, M. (2017). Modularizing specialized hospital services: constraining characteristics, enabling activities and outcomes. International journal of operations & production management, 37 (6), 791-818.
• Soffers, R., Meijboom, B., van Zaanen, J. & van der Feltz-Cornelis, C. (2014). Modular health services: a single case study approach to the applicability of modularity to residential mental healthcare. BMC health service research, 14 (210), 1-10.
• Southard, M. (2016). Implementing challenging policy and systems change: Identifying leadership competencies. Human service organizations: management, leadership & governance, 40(1), 1–5.
• T.C. Sağlık Bakanlığı, 2018, E- Nabız kullanım kılavuzu, s. 10-40.
• T.C. Sağlık Bakanlığı, Sağlık Bilgi Sistemleri Genel Müdürlüğü, 2015, Kişisel Sağlık Kaydı Platformu E- Nabız Tanıtım Dokümanı, Ankara, 8-55.
• Tucker, J. L. & Adams, S. R. (2001). Incorporating patients’ assessments of satisfaction and quality: an integrative model of patients’ evaluations of their care. Managing service quality, 11 (4), 272-286.
• Vähätalo, M. & Kallio, T.J. (2015). Organising health services through modularity. International journal of operations & production management, 35(6), 925-945.
• Van der Laan, M.R. (2015). The feasibility of modularity in professional service design: towards low cost person-centred care. University of Groningen, SOM research school. https://dobirinciorg/10.1108/IJOPM-06-2015-037.
• Vickery, S.K., Koufteros, X., Dröge, C., Calantone,R. (2016). Product modularity, process modularity, and new product introduction performance: does complexity matter?. Production and operation management, 25 (4), 751–770.
• Wolters, M.J. (2002). The business modularity and modularity of business. Erım ph.d. series research in management.
• Yen, L., Gillespie, J., Jeon, Y.-H., Kljakovic, M., Brien, J., Pearce-Brown, C., Jan, S., Lehnbohm, E. & Usherwood, T. (2010). Health professionals, patients and chronic illness policy: a qualitative study, Health expectation, 14(1), 10-20.