Expectations of cardiovascular patients: Which factors stand out in healthcare service delivery?

backgroundThe aim of the study is to determine what the patients to be served in the cardiology clinic expect and from who they have expectations through healthcare service delivery.

methodsIn the research, a literature-based patient expectations model was used. A semi-structured interview form was used as a data collection tool in the study. The field application of the study was carried out on patients who would receive inpatient services from the cardiovascular from October 12 to November 13 in 2020. Data were collected from 19 patients and subjected to directed content analysis using the NVivo program.

resultsAccording to the findings of the study, patient expectations are consistent with the literature-based patient expectations model. In the study, patient expectations consist of four dimensions, seven themes and twenty-three categories. While the cost category in the model was not among the patient expectations, it was found that social well-being and communication with other healthcare professionals other than physicians and nurses were expected. Among the patient expectation categories, doctor-patient communication, emotional support, nurse-patient communication, medical care, competence, treatment follow-up, and information in the treatment process are the most emphasized categories by the patients. The least emphasized expectation categories are social well-being and coordination/consultation.

conclusionsAs a result, It is important to plan the service delivery by taking into account the patient’s expectations and to provide a service that meets the expectations. In this way, the patient’s compliance with the treatment and satisfaction with the health services can be increased. CLINICAL TRIAL NUMBER: Clinical trial number: not applicable.