Akademik Sosyal Araştırmalar Dergisi, Yıl: 3, Sayı: 20, Aralık 2015, s

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1 Akademik Sosyal Araştırmalar Dergisi, Yıl: 3, Sayı: 20, Aralık 2015, s Serkan TURGUTOĞULLARI 1 HOSPITALITY SERVICES TRAINING OF EMPLOYEES DURING HOSPITAL PROBLEMS FACED Abstract In the study, hospital hospitality services to identify the problems they face when performing their training in the business health of healthcare workers in hospitals studying and implementing programs aimed to bring solutions to these problems. The population of the study; city hospital a total of more than 615 health care workers who are trained in hospitality services. Working in the process of hospital health care workers in hospitals studying hospitality services to implement the program, including assessment questionnaire was administered on education in the health business. Applied Survey results were analyzed with SPSS by making 19.0 package program using factor analysis and interpreted by editing tables. The survey of 382 male and 177 female health workers were applied on. The results of this study, the education of male health workers have been found to look more positive. In contrast, women health workers, the men look more favorable working hours according to health workers. The average score on the scale of health workers in research "partially agree" level, respectively. Hence it has been concluded that the hospital was satisfied partly from the general training of hotel services. Keywords: Hospital, Hotel services, Health worker HASTANE OTELCİLİK HİZMETLERİ ÇALIŞANLARININ EĞİTİMLERİ SIRASINDA KARŞILAŞTIKLARI SORUNLAR Özet Makalede, hastane otelcilik hizmetleri programı uygulayan hastanelerde eğitim gören sağlık çalışanlarının sağlık işletmesinde eğitimlerini gerçekleştirirken karşılaştıkları sorunların tespiti ve bu sorunlara çözüm önerileri getirilmesi hedeflenmiştir. 1 South Russian University, Instıtute of Management, Busıness and Law, serkanturgutogullari@hotmail.com

2 Serkan Turgutoğulları 62 Araştırmanın çalışma evrenini; birden fazla kentin hastane otelcilik hizmetlerinde eğitim gören toplam 615 sağlık çalışanı oluşturmaktadır. Çalışma sürecinde hastane otelcilik hizmetleri programı uygulayan hastanelerde eğitim gören sağlık çalışanlarına, sağlık işletmesinde eğitim ile ilgili değerlendirmeleri içeren anket uygulanmıştır. Uygulanan anket sonuçları SPSS 19.0 paket programı kullanılarak faktör analizi yapılmak sureti ile analiz edilmiş ve tablolar düzenlenerek yorumlanmıştır. Anket çalışması 382 erkek, 177 bayan sağlık çalışanı üzerinde uygulanmıştır. Bu çalışmanın sonucunda, erkek sağlık çalışanlarının eğitimlerine daha olumlu baktıkları tespit edilmiştir. Buna karşılık bayan sağlık çalışanları, erkek sağlık çalışanlarına göre çalışma saatlerine daha olumlu bakmaktadır. Sağlık çalışanlarının araştırmada ki ölçeklere ait puan ortalamaları kısmen katılıyorum düzeyinde gerçekleşmiştir. Buradan hareketle hastane otelcilik hizmetleri eğitiminin genelinden kısmen memnun oldukları sonucuna ulaşılmıştır. Anahtar Kelimeler: Hastane, Otelcilik hizmetleri, Sağlık çalışanı INTRODUCTION Hospitals, including diagnosis and treatment to restore his health especially from people with various health complaints, offers accommodation and catering services next to them. Medical services at the hospital neglected, said to be different from the services of a hotel business in the accommodation and food services offered to patients. The concept of hotel services in hospitals too become increasingly important in recent years, but a new concept of health service provision is aimed at the realization of hotel comfort. Besides the medical aspects of hospital accommodation, hotel services, such as offering catering services within the scope of medical services was overshadowed, it is ignored. Total quality hotel services and the importance of working together with the creation and development of patient satisfaction has emerged requirements. The purpose of the study, which is outside the hotel services medical services in hospitals, where the training given to health workers to provide quality medical services to be carried out in a way and reveal their importance. The development of hotel services in hospitals, as it is important to improve patient satisfaction and quality of care, health studies in appropriate physical conditions of staff, provision of shelter and nutrition needs is important in terms of the creation of motivating service atmosphere. In this study, patients and patient needs a reference point considered by the organization of hotel services in hospitals, aimed to bring a new perspective to the development and execution. Hospital to work as effectively and efficiently as possible with the fulfillment of medical functions to be fulfilled in the hospitality function. Increased patient and employee satisfaction in hospitals safe, functional, beautiful environment and convenient working environment to be created depends on the successful execution of hotel services. The study is mainly theoretical general. As a research method using historical nature, literature was conducted. The information obtained from relevant sources to the subject, direct

3 63 Hospıtalıty Servıces Traınıng of Employees Durıng Hospıtal Problems Faced transfer, using interpreting and summarizing techniques, personal observations and transferred by benefiting from professional experience. Hospıtal Hospıtalıty Servıces Hospitals are one of history's oldest organizations. Advances in medical science and technology Although it is followed by the hospital, the hospital can for ways to contemporary needs and expectations of patients and the current standard is through the provision of appropriate hotel services. The development of health care services, Semmelweis and the protection against infection and fight Florance Nightingale began during the year. Making Nightingale for his work with the state government sensitive, he also contributes financially, clean hospital bed, diet kitchen, laundry, material storage, a proper hospital hygiene rules has led to the establishment. At the same time hospitals in the House of Hospitality Services Authority it has also laid the foundation of the Service or the current name. (Aktas, 2007, p.20). Adequacy and quality of accommodation services in hospitals, patients in the treatment process and patient satisfaction is very important as a place where employee satisfaction and motivation of staff have to have an important place. Patients must spend in the room the entire duration of their stay in hospital, so the patient rooms, the hospital should be appropriate to the function, accommodation for patients and accompanying person in terms of comfort must be able to meet all expectations. When well organized accommodation services in the hospital, medical staff would have got the opportunity to work more effectively and efficiently in their areas of expertise. During and after diagnosis and treatment, and lack of hygiene and sanitation conditions are experienced several complications due to inappropriate rooms or even death of the patient. Preventing this situation can only be achieved with professional accommodation service management. Hospitals, boarding schools, retirement homes, people from institutions such as guesthouses for various reasons, that first impression about institutions, the importance given to human relationships, is determined depending on the institution of cleanliness and order. Best not to meet the institution, the institution is also clean and tidy cause doubt about the quality of the service provided. Especially in recent years systematically in all institutions, it has started to be felt more need for a planned and scheduled housekeeping. As a result, the House Administration Agency Coordinator, Housekeeping and Hospitality Services Management Unit has been established or under the name of service units (Akdeniz, 2007, p.61). In execution of housekeeping in hospitals remains outside medical services to process primarily nurses closely monitored and surveillance require that doctors and other health personnel are also responsible for checking the execution of the services included in job descriptions. "The patient is admitted to, feed and like to drink to, prior to the medical intervention or after all hospital services to be provided, bathroom, disinfection, dressing, washing, heating, lighting, security and service are in hospital liability in this regard. Such disruptions due to the inability or services will be the responsibility of the hospital in question (Deryal, 2007, p.122). Skılls Traınıng

4 Serkan Turgutoğulları 64 The purpose of the presentation of hotel services skills training hospital health workers who spend their professional knowledge of the applications they learn, gain experience and get acquainted with the functioning of the hospital is to provide hotel services. After intensive training of skills training practice in the hospital hotel services are performed. Hospital hotel services the implementation of the training they have received health care workers have the opportunity to see the presenter intense. Health institutions need most important mission is to train health professionals in an efficient manner as well as theoretical aspects in practical terms (Cetin, 2005). During the presenter skills training health workers in the hospital hotel services and get information first hand while still in the educational process is to identify career opportunities (Günay, 2014). Qualified people in power can only be achieved with efficient and high quality health education and training. Presentation skills training hotel services through hospital healthcare workers are seeing business conditions, work life and are prepared to further develop the profile of the skills they have learned in the work environment by applying the most important. Hotel services to the skills training hospital health workers in the presenter began his career one step ahead of other employees. Evaluation and hospital hotel services are subject to the assessment of their training skills as a presenter health workers in skills training courses. At the same time continued in the hospital-made skills training absences are followed. Hospital results obtained from the provision of hotel services which health workers are also affected working life skills training. In our country, makes presentations hospital hotel services in health institutions, hospitals to report healthcare workers hotel services are hospital facilities offering the most demanding applications. Hospital hotel services primarily responsible for the provision of skills training in hospitals are implementing health management (Ünlüören, 2000). Materıals and Methods Model Research Hospital presentation of hotel services apply hospital while serving in skills training of health workers encountered problems and possible solutions. Population and sample This study constitutes a total of 615 hospital health workers who were trained in hotel services that implement the presentation to the hospital. Data Collection Tool In survey research method was used to collect data. The survey was conducted in preparing interview questions. These discussions with stakeholders prepared to examine the draft questionnaire was then the result is the final version of the questionnaire. The results of this study appeared in a questionnaire consisting of 48 questions. Data Collection The data used in this study were collected in June 2015, respectively. The survey was administered to a total of 615 hotel services and hospital health workers who were trained in presentation implements the hospital. The survey consists of two parts. Age of the first chapter, section and so on. There are questions for the skills training component in the second part when

5 65 Hospıtalıty Servıces Traınıng of Employees Durıng Hospıtal Problems Faced tackling. Thus, detection of problems faced by students during the skills training and aims to find solutions to these problems. There are 41 questions in the second part. Questions were prepared by the researcher himself. SPSS (Statistical Package for Social Science Programme) was analyzed using 19.0 program. According to the demographics of health professionals to analyze the data distribution frequency (f) and percentage (%) is shown in the form of distributions. Scale and subscale were evaluated using descriptive statistics mean and standard deviation. The scale and size of subnormalcy Kolmogorov-Smirnov test was used to test according to demographic variables. Kolmogorov-Smirnov test of normality (Shapiro Wilk sample size is less than 50) test was used. Kolmogorov-Smirnov test in all subgroups of statistical value of p values obtained (such as Women as well as men in the sample) that out regular distribution of greater than 0.05; excessive deviation from the normal distribution means (Büyüköztürk, 2011). It does not meet the normality assumption cases parametric tests (t-test, ANOVA etc.) As an alternative nonparametric tests (Mann-Whitney U, Kruskal-Wallis, etc.) Used (Büyüköztürk, 2011). General scale scores "compared to the t-test, comparing gender and Mann-Whitney U test their skills training seen in the industry variable; gender dimensions of scale, according to skills training for comparison Mann-Whitney U test was used for variables observed sector. In comparison to the scale and subscale scores seen in the type of business skills training variables Kruskal-Wallis H test was used. The difference is statistically significant difference seen in the Kruskal-Wallis H test in order to determine the pairwise comparisons between groups which have benefited from the Mann-Whitney U test. Analysis 0.05 level of significance (p <0.05), respectively. Results Table 1. Descriptive statistics of the dimensions of the problems of scale in skills training. Bottom Size X SS Level Teachers and contribute to the process of School 3,21 1,11 Partially Agree Management Coordinator Showing After Learning Skills Training Area Overview 3,31 1,15 Partially Agree Hours Glance 3,21 1,14 Partially Agree Conduct of Business Employees and Executives 3,39 1,03 Partially Agree Look at the Skills Training 3,11 1,02 Partially Agree Mid-Related Personal Perception 2,89 1,27 Partially Agree WIDE SCALE 3,22 0,78 Partially Agree Hospital Hospitality Services to Employees "Overview of the Skills Training" received the highest scores on the scale size "Conduct of Business Employees and Executives" received by the dimensions of expression; The lowest score is the average of the "Mid-Related Personal

6 Serkan Turgutoğulları 66 Perception" evidence received by the dimensions of expression were obtained. Look Skills Training Scale of the general average score of the "Agree partially" level respectively. Table 2: As long as the Coordinator and hospital management executives comparison by gender perspective to contribute. GENDER n X SS U P Woman 232 3,28 1,12 Male 380 3,17 1, ,5 0,156 Hospital Hospitality Services Staff, Coordinator managers and hospital management of processes Contributing to the Perspective of the the comparison by gender Mann-Whitney average scores based on test results, hospital, hotel services findings did not differ significantly according to gender workers was obtained (U = ; p> 0.05 ). Results Health, disease, the health sector and health services, said the first institution hospitals; are companies that have a very wide range of services. Hospitals in the society from all walks of every age and sex of the patient or patients who are not individuals, however, is served by employees who believed that there was no need to be educated according to the unit to provide the highest level of trained or services from all sectors of society. Consumers increased awareness with the technological advances, the expectations of the service areas of the hospital as well as in other businesses in the service sector have also increased. When the complex structure of the hospital and the hospital considered the applicants' physical and psychological conditions, which may prove to be different expectations of how the applicants to these institutions. Services produced in a hospital; medical services, including diagnosis and treatment; nursing, pharmacy and other ancillary medical services offered by health professionals; administrative and financial services including management and financing issues; accommodation, including hotel services as the food service can be examined under four main headings. In our country, it opened the way for government grants and private health sector after 1980, competition in the provision of health services in this area grew rapidly and established businesses have made a difference. With the increase in private health care enterprises -hastacustomer-oriented approach it has been highlighted. The patient-oriented approach stand out; Increasing patient satisfaction, improvement of services, can be measured in terms of quality and quantity of health services, patient care quality has given priority to the issues addressed previously unknown or above as very patient rights. Private health care in the quality of services offered to patients entity widespread evidence that was higher than the state-owned health institutions. This situation "that health is a constitutional right and should be available equally to all" is contrary to the principle. However, there is no difference with private health establishments in the provision of medical services in the health business, hypercalcemia of public hospital services outside of the remaining difference between the presentation of medical services creates. Medical or surgical treatment of the patients coming to the hospital to be

7 67 Hospıtalıty Servıces Traınıng of Employees Durıng Hospıtal Problems Faced treated the same content and technique, patients do not have the knowledge and experience to assess the technical aspects. Therefore, patients have decided to evaluate the quality of hotel services or hospital treatment. Removal of medical services in hospitals of hospitals for the services they produce a convert to the hospitality business and you're left with hotel services. The concept of hotel services in hospitals is a very new concept with the place and importance of the hospital's operation is understood to be sufficiently understood from working in hospitals. Activities for the purpose of improving patient satisfaction in a private hospital in the state in recent years as the development of hotel services in hospitals by patients and considering the needs of patients and improvement are made. Hotel services in hospitals; accommodation services, catering services, security services and other help can be divided into sections as services. In hospitals to improve the quality of the hotel services, it is not only possible to improve the quality of the concrete aspects of the service. Abstract aspects of the quality of the service must be made to work for the improvement. The satisfaction of patients, hospitalizations, laughs and graciously answer their questions face during treatment and inform their service Giving is important to be satisfactory.accommodation services in hospitals, patient relations service, housekeeping or are carried out by housekeeping department. Patient relationship is defined as the front office section in the service of the hotel. Why establishing relationships with patients and relatives face to face with the selection of personnel working in this department, education is very important. During the admission and discharge of the patient concerned, polite, to be treated, making enough information is important for patient satisfaction. Housekeeping department of the hospital in a clean, healthy, safe, orderly, is the unit responsible for the creation of a beautiful environment. A hospital environment, not only for patients with these conditions, but also is very important for health care personnel. The majority of the hospital staff is working 24 hours, so the working environment is the most important factor in the quality of service they offer. The layout of the work environment to meet the basic needs of hygiene closely related to patient care, ensuring comfort depends on the quality of the housekeeping. Quality of housekeeping is closely associated with the quality of the treatment and increase patient satisfaction. Housekeeping unit continues its activities through the housekeeping staff in all departments in the hospital. The effective maintenance of the hospital in housekeeping, a professional organization of staff with specific expertise, depends on whether people are inclined to cooperate with qualified and other departments. Housekeeping manager, floor to select the staff, to hire, to ensure the development, doing business control tools used in the area to be responsible, supplies and merchandise to ensure that you always have full and ready for use, they are tasked with strengthening communication between general management and housekeeping management. REFERENCES AKDENİZ, S., Çevre Temizliği ve Yeni Seçenekler: Hastane Temizliğinde Yenilikler, Hastane Enfeksiyonları Dergisi, C.11, S.1, Ankara, 2007 AKTAŞ, A. (2007). Turizm İşletmeciliği ve Yönetimi. Antalya: Ofset Matbaa.

8 Serkan Turgutoğulları 68 BÜYÜKÖZTÜRK, Ş. : (2011), Sosyal Bilimler İçin Veri Analizi El Kitabı, Pegem Akademi, Ankara, 124, 125, 171, 172, ÇETİN, Ş. : (2005), Öğrenci Stajlarında Yararlanılan Dersler Üzerine Ampik Bir Araştırma. Mersin Turizm İşletmeciliği Ve Otelcilik Ve Turizm Yüksek Okulu Örneği. Anatolia. Turizm Araştırmaları Dergisi. C. 6. S. 2 Mersin. DERYAL, Y., Özel Sağlık İşletmelerinde Hastanın Aydınlatılması Ve Rızasının Alınması, Yeditepe Üniversitesi Hukuk Fakültesi Dergisi, C.3, S.2, İstanbul, 2006 GÜNAY, Ö. : (2014), Otelcilik ve Turizm Meslek Liselerinde Uygulanan Beceri Eğitimi Üzerine Bir Araştırma Antalya Örneği Ankara. Gazi Üniversitesi Eğitim Bilimleri Enstitüsü Turizm İşletmeciliği Eğitimi Anabilim Dalı, Ankara. S. 58, 96, 102 ÜNLÜÖREN, K. : (2000), Turizm İşletmeciliği Öğretmenlik Programlarının Öğrenci Beklentileri ve Algılamaları Açısından Değerlendirilmesi, Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, C. 3, S. 218