Safiye Kübra ÇETİNDAĞ KARATLI, Zehra ÖZTÜRK, Tarık Eren YILMAZ
Türkiye Aile Hekimliği Dergisi - 2026;30(2):119-128
Objective: Primary healthcare services constitute the initial point of contact within the healthcare system and play a fundamental role in terms of efficiency, evidence-based decision-making, and sustainability. Within the scope of the "Digital Transformation and Integration System in Healthcare," developed to enhance the effectiveness of the family medicine system in Türkiye and ensure service integration, a contact registration desk and a Family Medicine Convenience Polyclinic have been established at our center. This study aims to evaluate the demographic and clinical characteristics, reasons for presentation, and patient satisfaction levels of individuals presenting to the registration desk located in the Family Medicine Convenience Polyclinic. Methods: This cross-sectional study included 312 patients who presented to the registration desk at the Family Medicine Convenience Polyclinic of Gülhane Training and Research Hospital between January 1, 2025, and June 30, 2025. Data were obtained from the hospital information management system and a questionnaire form prepared in accordance with the literature. The Patient Satisfaction Assessment Short Form (PSASF) consists of seven items on a 5-point Likert scale, with higher scores indicating greater levels of dissatisfaction. Chi-square, Fisher's exact, and Mann-Whitney U tests were used in the data analysis; significant variables were included in multivariate logistic regression analysis. Based on G*Power analysis (80% power, alpha=0.05), a minimum of 250 participants was deemed sufficient; 312 patients found suitable during the study period were included in the analyses. Results: The median age of participants was 45 years, and 79.8% were female; 40.7% were university graduates, 44.2% had at least one chronic disease, and 76.6% of applications were for radiological examination purposes. The overall satisfaction rate is 92.6%, with the highest satisfaction related to the respectful attitude of the healthcare staff (66.0%) and the lowest satisfaction related to the time spent with the doctor (33.0%). When comparing satisfied and dissatisfied groups, female gender (p=0.019), advanced age (p<0.001), low education level (p=0.050), and the presence of chronic disease (p=0.024) were found to be significantly related to satisfaction, while no significant difference was found in terms of the reason for referral (p=0.064). In the univariate model of the logistic regression analysis, age (p=0.001), gender (p=0.023), education level (p=0.052), comorbidities (p=0.031), and reason for referral (p=0.070) were found to be associated with satisfaction; while in the multivariate analysis, only being in the >=45 age group was shown to be independently associated with satisfaction (OR=9.77; 95% CI: 1.80-53.06; p=0.008). Conclusion: The "Digital Transformation and Integration System in Healthcare" model has been demonstrated to increase efficiency in the healthcare system and strengthen patient satisfaction. The findings indicate that expanding digital integration may provide significant contributions to improving accessibility, service quality, and inclusivity in primary healthcare services.
