Factors Affecting Satisfaction in Home Health Services: Trust and Quality

In this study, we investigated the effect of the perceived trust and quality of health personnel providing home health services on the satisfaction of individuals receiving home health care. Individuals who receive free home health care constitute the universe of our research. The sample of the study consisted of 151 patients with health conditions who could participate in the survey. To collect data in this study, we applied the “Trust” Scale developed by Oly Ndubisi (2007), the “Satisfaction” Scale developed by Sevilmiş (2015) and the “Staff Quality” Scale developed Yıldırım (2017). The SPSS 21 Package Program was used to analyze the data obtained from the study. As a result of the regression analysis, the quality of staff (R2=0,234) and trust (R2=0,345) have a profound effect on patient satisfaction. Quality of staff and trust affect have a middle level (R2=0,420) positive effect on patient satisfaction. The research has limitations in terms of the fact that patients are not healthy enough to answer multi-item questionnaires, not all factors affecting patient satisfaction are included in the model, the results obtained from the research are about people who benefit from home health services, the size of samples and the sampling technique. The literature on home healthcare services has a very narrow scope. In the literature, no studies regarding personnel reliability and personnel quality affecting the satisfaction of patients benefiting from home health services have been encountered. In this context, our research differs from similar research in the literature.