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HEALTH-SERVICE-FAILURE SCALE: DEVELOPING A SCALE TO DETERMINE HEALTH SERVICE FAILURES
(2022) Yorgun, Songül; Çatı, Kahraman; Öcel, Yusuf; Bayraktar, Muhammet Fatih
The main purpose of this study is to develop a scale for determining health service errors. Within the scope of this purpose, as a result of literature review and interviews with health institution managers, a question pool consisting of 57 statements was created. The pilot implementation was conducted as a result of interviews with the health service manager and academicians who are experts in their fields. Data were collected by convenience sampling method from 392 individuals with a total of 53 statements remaining in the item pool. reliability and validity tests were performed in the analysis of the questionnaires collected by hand-away method. Eight dimensions emerged as a result of the exploratory factor analysis. These dimensions include "pricing errors"; "errors related to violation of rights"; "service delivery errors" "behavioral errors" "errors related to physical infrastructure" "e-service error" "privacy related errors" and "accessibility errors". In addition, it was determined that the model fit values for the confirmatory factor analysis met the specified criteria.