Evaluation of the Impact of Medical Secretaries on Patient Satisfaction

OpenAlex · Turkish

The study aims to examine the communication processes between patients and medical secretaries and to evaluate the impact of the organized communication training program on patient satisfaction. The researchias conducted using communication satisfaction and patient satisfaction surveys with the participation of 160 patients. The health care communication questionnaire is used to evaluate communication problems with the medical secretaries responsible for referral working with the physician, while the outpatient satisfaction scale is used to determine the satisfaction levels of the individuals admitted to the hospital. Medical secretaries evaluated from the communication dimension, training program training are organized to improve communication skills and measurements are taken on satisfaction rates after the training. In the study, the patient satisfaction rate before communication education is 74.75% and communication satisfaction rate is 70.94%, and after education, outpatient satisfaction increases by 87.30% and communication satisfaction increased by 78’. The study is an important step to determine the impact of communication training for medical secretaries on patient satisfaction and may provide a model for similar future studies. These results provide a basis for making recommendations for improving communication in healthcare.