Nigerian Journal of Clinical Practice

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this.features)));n.length>0&&(0,e.R)(36,{targetFeature:r.featureName,missingDependencies:n}),this.features[r.featureName]=new r(this)}))}catch(t){(0,e.R)(22,t);for(const e in this.features)this.features[e].abortHandler?.();const r=(0,R.Zm)();delete r.initializedAgents[this.agentIdentifier]?.api,delete r.initializedAgents[this.agentIdentifier]?.features,delete this.sharedAggregator;return r.ee.get(this.agentIdentifier).abort(),!1}}}({features:[he,w,N,Ne,_e,_,D,ot,ct,je,nt],loaderType:"spa"})})()})();</script><meta charset="utf-8" /><meta name="viewport" content="width=device-width, initial-scale=1" /><meta http-equiv="Expires" content="0" /><meta name="DCSext.FullHTMLview" content="1" /><meta name="WT.cg_n" content="njcp" /><meta name="WT.cg_s" content="Articles,Open Access Articles" /><meta name="wkhealth_journal_title" content="Nigerian Journal of Clinical Practice" /><meta name="wkhealth_journal_title_legacy" content="Nigerian Journal of Clinical Practice" /><meta name="wkhealth_issue" content="1" /><meta name="wkhealth_article_publication_date" content="January 31, 2023" /><meta name="wkhealth_volume" content="26" /><meta name="wkhealth_ovid_accession_number" content="01253091-202301000-00003" /><meta name="wkhealth_issn" content="1119-3077" /><meta name="wkhealth_title" content="Assessment of Satisfaction with a Healthy Life Center, a New Service Model" /><meta name="wkhealth_authors" content="Porsuk, AÖ;Cerit, Ç" /><meta name="wkhealth_doi" content="10.4103/njcp.njcp_1635_21" /><meta name="wkhealth_abstract_html_url" content="https://journals.lww.com/njcp/abstract/2023/01000/assessment_of_satisfaction_with_a_healthy_life.3.aspx" /><meta name="wkhealth_fulltext_html_url" content="https://journals.lww.com/njcp/fulltext/2023/01000/assessment_of_satisfaction_with_a_healthy_life.3.aspx" /><meta name="wkhealth_toc_section" content="Original Article" /><meta name="wkhealth_toc_sub_section" /><meta name="wkhealth_eJpId" content="njcp:2023:01000:00003" /><meta name="wkhealth_firstpage" content="23" /><meta name="wkhealth_date" content="January 2023" /><meta name="wkhealth_pdf_url" content="https://journals.lww.com/njcp/_layouts/15/oaks.journals/downloadpdf.aspx?trckng_src_pg=Other&an=01253091-202301000-00003" /><meta name="Description" content="Background: Healthy Life Centers have recently been added to Turkey's health system as a new serv" /><meta property="og:site_name" content="LWW" /><meta property="og:type" content="article" /><meta property="og:title" content="Assessment of Satisfaction with a Healthy Life Center, a... : Nigerian Journal of Clinical Practice" /><meta property="og:description" content="rception after receiving service, via the Servqual service quality measurement model. Subjects and Methods: This descriptive and cross-sectional study was conducted in a Healthy Life Center in Kırklareli City in Turkey. Four hundred and thirty-two participants were included in the survey. In our study, the Servqual scale developed by A. Parasuraman, V. A. Zeithaml, and L. L. Berry and a reliability assessment of the Turkish form performed by Devebakan were used. Results: The Tangibles dimension got the lowest (-0.68 ± 1.04) and the Empathy dimension got the highest (-0.02 ± 0.84) Servqual dimension score among all the dimensions of the scale. The overall Servqual scale score was computed as -0.27 ± 0.63 and there was a statistically significant difference between expectations and perceptions (<0.001). Conclusions: Satisfaction from a healthy life center which is built as a new service model is not at the expected level yet. More studies like this one which is a first in its field in terms of methodology will set the ground for a better understanding of the service receivers’ expectations and perceptions. That is how the decision-makers can shape up this new service model according to expectations...." /><meta property="og:image" content="https://images.journals.lww.com/njcp/SocialThumb.01253091-202301000-00003.T1.jpeg" /><meta property="og:image:width" content="1010" /><meta property="og:image:height" content="569" /><meta property="og:url" content="https://journals.lww.com/njcp/fulltext/2023/01000/assessment_of_satisfaction_with_a_healthy_life.3.aspx" /><meta property="twitter:card" content="summary" /><meta name="robots" content="index, follow, noarchive" /><meta name="WT.sv" content="ZUSE1PEJPWEB02" /><meta name="Title" content="Nigerian Journal of Clinical Practice" /><style id="SPThemeHideForms" type="text/css">body {opacity:0 !important}</style>  <link href="https://fonts.googleapis.com/css?family=Arvo:400,400i,700|Fira+Sans:300,300i,400,400i,500,500i,600,600i,700,700i&display=swap" rel="stylesheet" /> <script> // temporary workaround for Bug 316328:[Stage][Registration][Regression 05.04] - Omniture events are not displayed for article viewer page // prevents JS exception in Adobe launch.js caused by situation when wkhealth_institution_type meta tag is present while wkhealth_institution_name tag is not in the page head // see this check in Adobe launch.js: null != document.querySelector("meta[name='wkhealth_institution_name']") ... // TODO: implement proper code fix after release 05.04.00 deployment var wkhealth_institution_type = document.querySelector("meta[name='wkhealth_institution_type']"); var wkhealth_institution_name = document.querySelector("meta[name='wkhealth_institution_name']"); console.warn(wkhealth_institution_type); console.warn(wkhealth_institution_name); if (wkhealth_institution_type && !wkhealth_institution_name) { console.warn('Workaround in release 05.04.00 - removing wkhealth_institution_type meta tag if wkhealth_institution_name is not present'); wkhealth_institution_type.remove(); } </script> <link 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<section class="wk-modal-content"> <header class="wk-modal-header ejp-modal-header"> <div class="wk-modal-title ejp-modal-title"></div> <button aria-label="close dialog" class="js-close primary-button wk-button-icon wk-modal-close ejp-modal-close "><i class="fa fa-times"></i></button> </header> <div class="wk-modal-body"> <div class="wk-field-item"> <p> <span id="ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_lblUnsubscribeMessage"></span> </p> <div class="wk-button-bar"> <div class="wk-button-group-left"> <p id="ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_pUnsubscribeButtons" Style="display: none;"> <input type="submit" name="ctl00$ctl51$Header$UserActionTools$ucUnsubscribeToAlertsUserControl$btnContinue" value="Yes" onclick="javascript:WebForm_DoPostBackWithOptions(new WebForm_PostBackOptions("ctl00$ctl51$Header$UserActionTools$ucUnsubscribeToAlertsUserControl$btnContinue", "", true, "", "", false, false))" id="ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_btnContinue" class="primary-button" /> <input type="button" value="No" id="btnCancel" aria-label="close dialog" class="js-close secondary-button" /> </p> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> <div id="ej-clear-float"> </div> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$ucUnsubscribeToAlertsUserControl$hiddenUnSubscribeAlertType" id="ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnSubscribeAlertType" /> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$ucUnsubscribeToAlertsUserControl$hiddenUnsubscribeJournalId" id="ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnsubscribeJournalId" /> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$ucUnsubscribeToAlertsUserControl$hiddenUnsubscribeMessage" id="ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnsubscribeMessage" /> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$ucUnsubscribeToAlertsUserControl$hiddenTopicalCollectionId" id="ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenTopicalCollectionId" /> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$ucUnsubscribeToAlertsUserControl$hiddenOvidId" id="ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenOvidId" /> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$ucUnsubscribeToAlertsUserControl$hiddenJournalId" id="ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenJournalId" /> <script type="text/javascript"> function alerts_ShowUnSubscribeeTOCPopup(title, alertType, journalId) { var unSubscribeeTocPopup = $find('unSubscribeToAlerts'); var lblUnsubscribeMessage = document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_lblUnsubscribeMessage'); lblUnsubscribeMessage.innerHTML = title; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnSubscribeAlertType').value = alertType; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnsubscribeMessage').value = title; $('#' + 'ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_pUnsubscribeButtons').show(); if (document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenJournalId').value == null || document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenJournalId').value == '') { document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenJournalId').value = journalId; } if (unSubscribeeTocPopup != null) { unSubscribeeTocPopup.show(); } } function alerts_ShowUnSubscribeeTOCPopup_Root(title, journalId, alertType) { var unSubscribeeTocPopup = $find('unSubscribeToAlerts'); var lblUnsubscribeMessage = document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_lblUnsubscribeMessage'); lblUnsubscribeMessage.innerHTML = title; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnsubscribeMessage').value = title; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnSubscribeAlertType').value = alertType; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnsubscribeJournalId').value = journalId; $('#' + 'ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_pUnsubscribeButtons').show(); if (unSubscribeeTocPopup != null) { unSubscribeeTocPopup.show(); } } function alerts_ShowUnSubscribeeTOCPopup_Citation(title, journalId, ovidId) { var unSubscribeeTocPopup = $find('unSubscribeToAlerts'); var lblUnsubscribeMessage = document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_lblUnsubscribeMessage'); lblUnsubscribeMessage.innerHTML = title; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnsubscribeMessage').value = title; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnSubscribeAlertType').value = 'Citation'; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnsubscribeJournalId').value = journalId; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenOvidId').value = ovidId; $('#' + 'ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_pUnsubscribeButtons').show(); if (unSubscribeeTocPopup != null) { unSubscribeeTocPopup.show(); } } function alerts_ShowUnSubscribeeTOCPopup_Topical(title, journalId, topicalCollectionId) { var unSubscribeeTocPopup = $find('unSubscribeToAlerts'); var lblUnsubscribeMessage = document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_lblUnsubscribeMessage'); lblUnsubscribeMessage.innerHTML = title; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnsubscribeMessage').value = title; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnSubscribeAlertType').value = 'Topical'; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenUnsubscribeJournalId').value = journalId; document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenTopicalCollectionId').value = topicalCollectionId; $('#' + 'ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_pUnsubscribeButtons').show(); if (document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenJournalId').value == null || document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenJournalId').value == '') { document.getElementById('ctl00_ctl51_Header_UserActionTools_ucUnsubscribeToAlertsUserControl_hiddenJournalId').value = journalId; } if (unSubscribeeTocPopup != null) { unSubscribeeTocPopup.show(); } } function alerts_ShowUnSubscribeeTOCSuccessPopup() { var unSubscribeeTocPopup = $find('unSubscribeToAlerts'); if (unSubscribeeTocPopup != null) { unSubscribeeTocPopup.show(); } } $('.js-close').on('click', function() { var unSubscribeeTocPopup = $find('unSubscribeToAlerts'); if (unSubscribeeTocPopup != null) { unSubscribeeTocPopup.hide(); } return false; }); </script> <span id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_dummyTargetControl"></span> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$SubscribeToEtocPopupControl$hiddenSubscribeToEtocPopupState" id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenSubscribeToEtocPopupState" value="showemail" /> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$SubscribeToEtocPopupControl$hiddenConfirmSubscriptionPageUrl" id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenConfirmSubscriptionPageUrl" /> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$SubscribeToEtocPopupControl$hiddenJournalId" id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenJournalId" /> <input type="hidden" name="ctl00$ctl51$Header$UserActionTools$SubscribeToEtocPopupControl$hiddenSubscriptionType" id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenSubscriptionType" /> <div id="divPopupOverLay" class="Popup-Overlay" style="display: none; position: fixed; left: 0; top: 0; z-index: 3800; width: 1920px; height: 4517px;"></div> <div id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_pnlSubscribeToEtoc" class="etoc-popup ej-box-modal-drop-shadow" style="display: none;"> <div tabindex="-1" role="dialog" class="wk-modal horizontally-centered small wk-modal-with-overlay wk-modal-small ejp-modal"> <div id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_pnlMain" onkeypress="javascript:return WebForm_FireDefaultButton(event, 'ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_btnContinue')"> <section class="wk-modal-content"> <header class="wk-modal-header ejp-modal-header"> <div class="wk-modal-title ejp-modal-title"> <span id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_lblTitle"></span> </div> <button aria-label="close dialog" class="js-close primary-button wk-button-icon wk-modal-close ejp-modal-close "> <i class="fa fa-times"></i> </button> </header> <div class="wk-modal-body"> <div class="wk-field-item"> <div class="wk-field-body"> <strong> <span id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_lblThankYouMessage"></span></strong> </div> <div class="wk-field-body"> <span id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_cvEmailError" style="color:Black;display:none;"> <div class="ej-error-message"> <p class="ej-error-message-icon error-red"> </p> </div> </span> <label for="Email input">Enter your Email address:</label> <div class="wk-field-body"> <input name="ctl00$ctl51$Header$UserActionTools$SubscribeToEtocPopupControl$txtEmailAddress" type="text" id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_txtEmailAddress" class="ej-box-modal-style-1-input" /> </div> </div> <div class="wk-button-bar"> <div class="wk-button-group-left"> <input type="submit" name="ctl00$ctl51$Header$UserActionTools$SubscribeToEtocPopupControl$btnContinue" value="Continue" onclick="javascript:WebForm_DoPostBackWithOptions(new WebForm_PostBackOptions("ctl00$ctl51$Header$UserActionTools$SubscribeToEtocPopupControl$btnContinue", "", true, "", "", false, false))" id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_btnContinue" class="primary-button" /> <input type="button" value="Cancel" id="btnCancel" class="js-close secondary-button" /> </div> </div> </div> <div class="wk-field-item"> <div class="wk-field-body"> <a id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hypPrivacy" href="https://journals.lww.com/njcp/_layouts/oaks.journals/privacy.aspx" target="_blank">Privacy Policy</a> </div> </div> </div> </section> </div> <div id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_pnlAuthenticatedUser" style="display: none;"> <section class="wk-modal-content"> <header class="wk-modal-header ejp-modal-header"> <div class="wk-modal-title ejp-modal-title"></div> <button aria-label="close dialog" class="js-close primary-button wk-button-icon wk-modal-close ejp-modal-close "><i class="fa fa-times"></i></button> </header> <div class="wk-modal-body"> <div class="wk-field-item"> <p> <strong> <span id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_lblAuthenticatedUserTitle"></span> </strong> </p> </div> <p id="ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_pAuthenticatedUserMessage"> </p> </div> </section> </div> </div> </div> <div id="ej-clear-float"> </div> <script type="text/javascript"> function alerts_SaveSubscriptionTypeInHiddenField(url, subscriptionType, journalId, yearId, issueId, articleId) { if (journalId && yearId && issueId && articleId) { logCounterDataAlertWhenCitedSynchronously(journalId, yearId, issueId, articleId); } $('#' + 'ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenSubscriptionType').val(subscriptionType); $('#' + 'ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenJournalId').val(journalId); if (url) window.location = url; else __doPostBack('hypSubscribeToAlerts'); return false; } function alerts_ShowSubscribeeTOCPopup(journalTitle, journalId, subscriptionType, displaySubscriptionType) { $('#' + 'ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenSubscriptionType').val(subscriptionType); var subscribeToEtocPopup = $find('subscribeToEtoc'); subscribeToEtocPopup.show(); document.getElementsByTagName( 'html' )[0].classList.add('no-scroll'); var modelPopupState = document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenSubscribeToEtocPopupState'); var emailTextBox = document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_txtEmailAddress'); var thanksPanel = document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_pnlAuthenticatedUser'); var mainPanel = document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_pnlMain'); var thankYouMessageUnAuthenticated = document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_lblThankYouMessage'); var thankYouMessageAuthenticated = document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_lblAuthenticatedUserTitle'); if (!displaySubscriptionType) { displaySubscriptionType = subscriptionType; } if (modelPopupState.value == 'showthanksmessage') { thanksPanel.style.display = "block"; mainPanel.style.display = "none"; thankYouMessageAuthenticated.innerHTML = "Thank you for subscribing to the " + displaySubscriptionType + " for " + journalTitle + "."; } if (modelPopupState.value == 'showemail') { thanksPanel.style.display = "none"; mainPanel.style.display = "block"; thankYouMessageUnAuthenticated.innerHTML = "Thank you for choosing to subscribe to the " + displaySubscriptionType + " for " + journalTitle + "."; } if ($('.etoc-popup') != null) { document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenJournalId').value = journalId; if (modelPopupState.value == 'showemail') emailTextBox.focus(); } } $('.js-close').on('click', function () { document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_txtEmailAddress').value = ""; document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_cvEmailError').style.display = "none"; var pageUrl = document.getElementById('ctl00_ctl51_Header_UserActionTools_SubscribeToEtocPopupControl_hiddenConfirmSubscriptionPageUrl'); var subscribeeTocPopup = $find('subscribeToEtoc'); if (subscribeeTocPopup != null) { subscribeeTocPopup.hide(); document.getElementsByTagName( 'html' )[0].classList.remove('no-scroll'); if (pageUrl.value !== '' && pageUrl.value !== window.location.pathname) window.location = pageUrl.value; } return false; }); </script> <div id="ctl00_ctl51_Header_UserActionTools_eTocTopContainer"> <div id="eTocTop" style="display: none;"> <a rel="nofollow" title href="javascript:javascript: alerts_ShowSubscribeeTOCPopup('Nigerian Journal of Clinical Practice','njcp','eTOC', 'eTOC');;" onclick="javascript: alerts_ShowSubscribeeTOCPopup('Nigerian Journal of Clinical Practice','njcp','eTOC', 'eTOC');"><span id="ctl00_ctl51_Header_UserActionTools_alertLinkControlTop_defaultText" class="hideOnFixed">Subscribe to eTOC</span></a> </div> </div> <script> $(function () { //find recent searches link and move container var recentSearchesControl = $("a[id$='RecentSearches']"); if (recentSearchesControl.length) { recentSearchesControl.click(function (e) { e.stopPropagation(); if ($("#ResentSearchContainer").is(":hidden")) { $("#ResentSearchContainer").slideDown("slow"); recentSearchesControl.addClass('open'); } else { $("#ResentSearchContainer").hide(); recentSearchesControl.removeClass('open'); } }); } var eTocAccountLink = $("ul.js-user-action-toolbar__dropdown>li>a[id='SubscribeToEToc']"); if (eTocAccountLink.length) { eTocAccountLink.parent().html($("#eTocTop>a")); } }); </script> <a class="logo-secondary white" href="http://wolterskluwer.com/" target="_blank"> <h3 class="logo-secondary-text">Secondary Logo</h3> </a> <a href="#" class="sticky-search"><i class="fa fa-search"></i></a> </div> <div class="header__layout-bottom wk-grid-page-container"> <a id="hypJournals" class="logo-main" href="https://journals.lww.com/njcp/pages/default.aspx"> <h3 class="logo-main-text">Journal Logo </h3> </a> <div class="search-v2"> <div class="search-wrapper"> <select name="ctl00$ctl51$Header$SearchTopBoxControl$ddlContentScope" id="ctl00_ctl51_Header_SearchTopBoxControl_ddlContentScope"> <option value="All">All</option> <option selected="selected" value="Articles">Articles</option> <option value="Images">Images</option> <option value="Videos">Videos</option> <option value="Podcasts">Podcasts</option> <option value="Blogs">Blogs</option> </select> <div class="input-group" id="globalSearch"> <input name="ctl00$ctl51$Header$SearchTopBoxControl$txtKeywords" type="text" value="Search" id="ctl00_ctl51_Header_SearchTopBoxControl_txtKeywords" class="form-control searchText" /> <span class="input-group-btn"> <button id="ctl00_ctl51_Header_SearchTopBoxControl_btnGlobalSearchMagnifier" type="submit" class="btn btn-default"><i class="fa fa-search"></i></button> </span> <input type="hidden" name="ctl00$ctl51$Header$SearchTopBoxControl$IsAutoCompleteEnabled" id="ctl00_ctl51_Header_SearchTopBoxControl_IsAutoCompleteEnabled" value="false" /> <input type="hidden" name="ctl00$ctl51$Header$SearchTopBoxControl$AutocompleteApiUrl" id="ctl00_ctl51_Header_SearchTopBoxControl_AutocompleteApiUrl" value="https://platformservices.wolterskluwerhealth.com/autocomplete/njcp/shingle/" /> </div> </div> <div class="advance-search" style=""> <a id="ctl00_ctl51_Header_SearchTopBoxControl_lnkAdvanceSearch" href="https://journals.lww.com/njcp/pages/advancedsearch.aspx">Advanced Search</a> <input type="submit" name="ctl00$ctl51$Header$SearchTopBoxControl$btnGlobalSearch" value="" id="ctl00_ctl51_Header_SearchTopBoxControl_btnGlobalSearch" disabled="disabled" class="aspNetDisabled btnGlobalSearch" style="display: none;" /> <input name="ctl00$ctl51$Header$SearchTopBoxControl$hfldKeywords" type="hidden" id="ctl00_ctl51_Header_SearchTopBoxControl_hfldKeywords" class="hfldKeywords" value="disableButton" /> </div> </div> <script> $(function() { try { var objSearchBox = { btnGlobalSearchMagnifierId: 'ctl00_ctl51_Header_SearchTopBoxControl_btnGlobalSearchMagnifier', searchButtonId: 'ctl00_ctl51_Header_SearchTopBoxControl_btnGlobalSearch', txtKeywordsId: 'ctl00_ctl51_Header_SearchTopBoxControl_txtKeywords', hfldKeywordsHiddenId: 'ctl00_ctl51_Header_SearchTopBoxControl_hfldKeywords', defaultSearchText: 'Search' }; new Searchbox(objSearchBox).Init(); } catch (e) { console.error(e); } }); //autocomplete functionality for basic search //this functionality will call the SBA url and start suggesting after typing 3rd character var textKeywords = null; var hiddenAutocompleteApiUrl = null; var buttonGlobalSearch = null; $(function () { try { var objAutocomplete = { hiddenIsAutoCompleteEnabled: $('#ctl00_ctl51_Header_SearchTopBoxControl_IsAutoCompleteEnabled'), textKeywords: $('#ctl00_ctl51_Header_SearchTopBoxControl_txtKeywords'), hiddenAutocompleteApiUrl: $('#ctl00_ctl51_Header_SearchTopBoxControl_AutocompleteApiUrl'), buttonGlobalSearch: $('#ctl00_ctl51_Header_SearchTopBoxControl_btnGlobalSearch'), enableNewAutoComplete: true, newAutoCompleteUrl: 'https://dxg-search-na-prd.wkgposvc.cloud/Query.svc/Query_Expand', newAutoCompleteMaxSuggestions: '10', newAutoCompleteDictionaryIds: 'ovid_sted28_mesh22' }; autoComplete(objAutocomplete); } catch (e) { console.error(e); } }); $(function () { let searchSelect = $('select[id$="ddlContentScope"]');; if (searchSelect.length){ searchSelect.selectize(); } }); </script> </div> <div id="main-nav-container-v2"> <nav id="main-nav" class="navbar navbar-default yamm wk-grid-page-container"> <div class="navbar-header"> <button id="fatJuicy" type="button" class="navbar-hamburger-button navbar-toggle collapsed pull-left" data-bs-toggle="collapse" data-bs-target="#zz1_TopNavigationMenu" aria-expanded="false" aria-controls="navbar"> <span class="visually-hidden">Toggle navigation</span> <span class="icon-bar"></span> <span class="icon-bar"></span> <span class="icon-bar"></span> <span class="navbar-hamburger-button__text"></span> </button> </div> <div id="navActionButtons" class="btn-group navbar-hover-color" role="group" aria-label="..."> <a id="ctl00_ctl51_lnkRegister" class="btn btn-default navbar-button" href="https://journals.lww.com/njcp/pages/register.aspx?ContextUrl=%2fnjcp%2ffulltext%2f2023%2f01000%2fassessment_of_satisfaction_with_a_healthy_life.3.aspx">Register</a> <button class="user-menu__link user-menu__link--login js-ejp-login-btn btn btn-default navbar-button" type="button" data-config="{"eventName":"login","eventDetail":{},"isNull":false}"> <span>Login</span> </button> </div> <div id="ctl00_ctl51_TopNavigationMenuConfiguration" style="display:none" class="js-top-navigation-menu-configuration" data-config="{"browsingHistory":{"isEnabled":true,"serviceUrl":"https://apim-hlrp-ejp-prod.azure-api.net/ee","pdfDownloadUrl":"/_layouts/15/oaks.journals/downloadpdf.aspx?trckng_src_pg=HistoryTab"}}"></div> <div id="zz1_TopNavigationMenu" class="navbar-collapse collapse js-top-navigation-menu noindex ms-core-listMenu-horizontalBox"> <ul id="zz2_RootAspMenu" class="root ms-core-listMenu-root static"> <li class="static selected"><a class="static selected menu-item ms-core-listMenu-item ms-displayInline ms-core-listMenu-selected ms-navedit-linkNode" href="/NJCP/pages/default.aspx" accesskey="1"><span class="additional-background ms-navedit-flyoutArrow"><span class="menu-item-text">Home</span><span class="ms-hidden">Currently selected</span></span></a></li><li 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Satisfaction with a Healthy Life Center, a New Service Model', '01312023', 'A\u00D6 Porsuk and \u00C7 Cerit', '26', '1', 'Copyright: \u00A9 2023 Nigerian Journal of Clinical Practice', '01253091-202301000-00003', '', true, ''); } </script> <div id="ArticleContainer"> <article id="ej-article-view" class="js-article-view ej-article-view" xmlns:ssr="http://ssr-eus-go-csi.cloudapp.net/v1/assets" xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xhtml="http://www.w3.org/1999/xhtml"><section class="ejp-r-article-subsection"><div class="ejp-r-article-subsection__text">Original Article</div></section><header class="ejp-article-header"><h1 class="ejp-article-title">Assessment of Satisfaction with a Healthy Life Center, a New Service Model</h1></header><section id="ejp-article-authors"><p id="P7">Porsuk, AÖ; Cerit, Ç<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">1</sup></p><section><a href="#" id="ejp-article-authors-link"> Author Information <i class="wk-icon-arrow-down-r"></i></a></section></section><section id="ejp-article-authors-info" class="ejp-article-authors-info ejp-article-authors-info--hidden"><div class="ejp-article-authors-info-holder"> <p id=""><em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">District Health Directorate, Atatürk Mah. Duygu Cad. Lüleburgaz, Turkey</em></p> <p id=""><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">1</sup><em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">Department of Public Health, Kırklareli University, Faculty of Medicine, Karakaş, Sungurbey Cad. Kırklareli, Turkey</em></p> <p id="cor1"><strong xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><em>Address for correspondence:</em></strong> Dr. AÖ Porsuk, Lüleburgaz District Health Directorate, Atatürk Mah Duygu Cad, No: 19 39700 Lüleburgaz/Kırklareli/Turkey. E-mail: <span><a href="/cdn-cgi/l/email-protection#e08f8e848592908f9293958ba0878d81898cce838f8d" onclick="javascript:window.open('mailto:onderporsuk@gmail.com');return false"><span class="__cf_email__" data-cfemail="57383933322527382524223c17303a363e3b7934383a">[email protected]</span></a></span></p> <p id="">This is an open-access article distributed under the terms of the Creative Commons Attribution-Noncommercial-Share Alike 4.0 Unported, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.</p> </div></section><section id="article-journal-info"><div class="ej-journal-info"><span class="ej-journal-name">Nigerian Journal of Clinical Practice </span><span id="ej-journal-date-volume-issue-pg"><a href="/njcp/toc/2023/01000">26(1):p 23-30, January 2023.</a></span><span> | </span><span class="ej-journal-doi">DOI: </span>10.4103/njcp.njcp_1635_21<a id="ej-article-indicators-ccl" onmouseover="javascript:Tooltip_CCL('Creative Commons License Information')" onmouseout="javascript:Tooltip_MouseOut()" href="" target="_blank"><span class="ejp-article-indicators__ccl"></span></a></div></section><section id="ejp-article-indicators" class="ejp-article-indicators"><ul class="ejp-article-indicators__list"> <li id="ej-article-indicators-open" class="ejp-article-indicators__list-item" onmouseover="javascript:Tooltip_Open()" onmouseout="javascript:Tooltip_MouseOut()"><span class="ejp-indicator">Open</span></li> </ul><button id="openArticleMetricsPopupButton" type="button" class="wk-button wk-button-ghost wk-button-icon-left ejp-article-metrics-btn" data-articleMetricsEndpoint="//services.journals.lww.com/IntegrationServices/ArticleMetricsService.svc" data-articleMetricsDetailsUrl="https://wolterskluwer.altmetric.com/details/" data-doi="10.4103/njcp.njcp_1635_21" data-suiteId="vrs_woltere_journalsglobalvrs" data-articlePublicationDate="2023-01-31" data-articlePublicationDateString="January 31, 2023" data-receivedDate="2021-06-23" data-revisionReceivedDate="2022-02-19" data-acceptedDate="2022-12-09" data-crossrefRefLinkRoot="https://doi.org/" data-medlineRefLinkRoot="http://www.ncbi.nlm.nih.gov/pubmed/" data-pubMedId="36751819"><i class="wk-icon-filled-chart-r"></i><i class="wk-icon-filled-chart-white-r"></i> Metrics </button></section><section class="ejp-article-tabs" id="abstractWrap"><h2 class="ejp-article-tabs-heading">Abstract</h2> <div class="ejp-article-tabs__tabpanel" id="panel1" role="tabpanel" aria-labelledby="tab1"> <div id="article-abstract-content1"> <div class="ejp-article-text-abstract"> <h3>Background: </h3> <p>Healthy Life Centers have recently been added to Turkey's health system as a new service model.</p> <h3>Aim: </h3> <p>This study aims to determine the level of satisfaction among service receivers with a Healthy Life Center by comparing their expectations at the application stage with their perception after receiving service, via the Servqual service quality measurement model.</p> <h3>Subjects and Methods: </h3> <p>This descriptive and cross-sectional study was conducted in a Healthy Life Center in Kırklareli City in Turkey. Four hundred and thirty-two participants were included in the survey. In our study, the Servqual scale developed by A. Parasuraman, V. A. Zeithaml, and L. L. Berry and a reliability assessment of the Turkish form performed by Devebakan were used.</p> <h3>Results: </h3> <p>The Tangibles dimension got the lowest (-0.68 ± 1.04) and the Empathy dimension got the highest (-0.02 ± 0.84) Servqual dimension score among all the dimensions of the scale. The overall Servqual scale score was computed as -0.27 ± 0.63 and there was a statistically significant difference between expectations and perceptions (<0.001).</p> <h3>Conclusions: </h3> <p>Satisfaction from a healthy life center which is built as a new service model is not at the expected level yet. More studies like this one which is a first in its field in terms of methodology will set the ground for a better understanding of the service receivers’ expectations and perceptions. That is how the decision-makers can shape up this new service model according to expectations.</p> </div> </div> </div></section><div class="ejp-fulltext-content js-ejp-fulltext-content"><section id="ArticleBody"><h2 class="ejp-article-outline-heading" data-level="1" id="intro">I<span style="font-variant: small-caps;" xmlns:mrws="http://webservices.ovid.com/mrws/1.0">NTRODUCTION</span></h2> <p id="JCL-P-5">With a legislative change in 2018, a new service model named as “Healthy Life Center” has been added to the health system.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R1">1</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> Although there are models with the same name in different countries in the literature, they do not have a complete match with the model in Turkey but they show some similarities.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R2">2</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">-</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R5">5</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> This study aims to determine the level of satisfaction of the service receivers with a Healthy Life Center by comparing their expectations at the application stage with their perception after receiving service, via the Servqual service quality measurement model.</p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL5">Satisfaction concept in healthcare services</h3> <p id="JCL-P-6">There is no consensus on the definition of the satisfaction concept. In the simplest terms, satisfaction can be described as “meeting of expectations.”<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R6">6</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> There is a direct relationship between the sustainability of business organizations and the level of customer satisfaction that they build. That is why customer satisfaction has been a new field of research since the 70s.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R7">7</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> In the healthcare sector, the “patient satisfaction” term is preferred over “customer satisfaction.” Patient satisfaction can be described as the state of services meeting patients’ demands and expectations or a positive appraisal of services by patients.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R8">8</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> Patient satisfaction depends on various factors such as the service providers’ behaviors, service quality, accessibility to healthcare services, costs of services, and physical facilities of a healthcare institution. Patient satisfaction is reported as an important factor for the design, management, and quality measurement of healthcare services.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R9">9</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup></p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL6">Healthcare services in Turkey</h3> <p id="JCL-P-7">One of the first ministries of the Republic of Turkey is the Ministry of Health and Social Services founded on May 02, 1920 based on law number 3. In its first years, the Ministry has foregrounded the foundation of primary healthcare units.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R10">10</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> Between the two world wars, the Ministry's priorities have been the expansion of preventive health services and the fight against communicable diseases. Since then, health policies have changed many times. The last change was the “Health Transformation Program” put into effect in 2003.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R11">11</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> The Health Transformation Program stipulates that secondary and tertiary healthcare services will be given by the public, private, and university hospitals. The building blocks of the Health Transformation Program for primary healthcare services are family health centers and community health centers.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R12">12</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> According to that structure, preventive health services for individuals should be given by family health units while services for the environment and society should be given by community health centers. However, there are some structural issues in service delivery, notably the workload in family health centers and community health centers not being economically attractive workplaces for employees and issues relating to those.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R13">13</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> To support and reinforce the family health model, a new structure named as “Healthy Life Center” was added to the health system, with a legislative change in 2018. It is reported that the conceptual framework, as well as the design of types, mission, and function of Healthy Life Centers, were developed by the Turkish Ministry of Health.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R14">14</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup></p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL7">Healthy life center (HLC)</h3> <p id="JCL-P-8">HLC is a new service model that the Turkish Ministry of Health initiated based on the “Amendment Regulation of the Community Health Center and Affiliated Units Regulation” and with the slogan of “investment in health, not in illness,” to support and reinforce the family health services throughout the country. In terms of administration, HLCs are planned to function as additional service units to community health centers. The Ministry describes HLCs as multi-purpose services introduced to prevent individuals and society from health risks, promote a healthy lifestyle, reinforce primary healthcare services, and facilitate access to those services.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R15">15</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup></p> <p id="JCL-P-9">HLCs primarily target the services which can be given in primary healthcare institutions but cannot be given in family health centers, to eliminate the obligation of applying to hospitals for those services.</p> <p id="JCL-P-10">An important mission of HLCs is to fight against the risk factors of chronic diseases. Fighting against chronic diseases requires protecting individuals and society from health risks and promoting a healthy lifestyle. For that purpose, “Nutrition Counseling” and “Chronic Diseases and Physical Activities Counseling” sub-units are available in HLCs. Dieticians and physiotherapists recruited in those sub-units work on the risks of a sedentary lifestyle including obesity. Sports halls in the HLCs offer the opportunity for physical activities both individually and with trainers.</p> <p id="JCL-P-11">Another mission of HLCs is to meet the demands of society concerning psychosocial support services. Professionals such as psychologists, child development specialists, and social care specialists who are recruited for that purpose serve society. In that context, sub-units such as “Mental Health Counseling” and “Tobacco and Substance Use Counseling” were formed.</p> <p id="JCL-P-12">Another priority of HLCs is to give health services to women and children. Sub-units such as “Women's and Reproductive Health Counseling,” “Cancer Early Diagnosis, Screening and Education Center,” and “Child and Adolescent Health Counseling” are available for that purpose. The Women's and Reproductive Health Counseling sub-unit organizes training and provides counseling to women about their personal health. Additionally, the sub-unit provides free-of-charge family planning services such as intrauterine contraceptive devices, as well as free-of-charge family planning materials such as oral contraceptive pills and condoms. The Cancer Early Diagnosis, Screening, and Education Center provides breast cancer screening services with its own mammography equipment. Professionals such as psychologists and child development specialists in the Child and Adolescent Health Counseling sub-unit provide counseling and community education.</p> <p id="JCL-P-13">The Infection Control sub-unit wages a fight against communicable diseases. Additionally, the “Medical Services” and “Preventive Oral and Dental Health Services” sub-units give basic medical care services which do not require applying to a hospital. Those sub-units also endeavor to introduce and impress preventive health services on society by organizing meetings with the public and students.</p> <p id="JCL-P-14">Overall, HLCs took their place in the health organization with their mission of supporting the family health centers’ services and avoiding backlogs in hospitals by providing easier access throughout the country. Together with all their sub-units, they work on increasing health literacy and improving health. On the other hand, they seem to have undertaken all the primary healthcare services which could not be provided in the old structure.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R14">14</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> The continuity of service is ensured by “case coordinators” who coordinate the appointments of individuals who need medical examination and inspection in other health institutions and who follow-up on their results.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R15">15</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup></p> <h2 class="ejp-article-outline-heading" data-level="1" id="methods">S<span style="font-variant: small-caps;" xmlns:mrws="http://webservices.ovid.com/mrws/1.0">UBJECTS AND</span> M<span style="font-variant: small-caps;" xmlns:mrws="http://webservices.ovid.com/mrws/1.0">ETHODS</span></h2> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL8">Study design</h3> <p id="JCL-P-15">This descriptive and cross-sectional study was conducted in an HLC in Kırklareli City's Lüleburgaz District, from June to December 2020. Kırklareli is a city with around 360.000 habitants in northwestern Turkey and approximately 42% of its population lives in Lüleburgaz, which is its largest district.</p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL9">Target population and sampling</h3> <p id="JCL-P-16">There are 152,192 habitants in the Lüleburgaz district where the HLC in scope is situated. However, no HLCs are available in the neighborhoods of Lüleburgaz and HLCs give service not only to the habitants of their district but also to every applicant. Therefore, the sampling of the study has been calculated by considering that the number of individuals in the target population is unknown. The sampling size has been calculated as 384, by using the StatCalc of the Epi-Info™ 7 (CDC, Atlanta) software, with the values of 95% confidence interval, 5% acceptable margin of error, 50% prevalence, and the design effect as 1. Considering that all targeted individuals may not accept to participate in the survey, it has been aimed to reach out to 500 participants. It has been offered to service receivers to participate in the survey, with the random sampling method evenly spread over days. As a result, 432 participants have been included in the survey (<em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">N</em> = 432). Criteria for participating in the survey were being an applicant to the HLC in scope between June 1 and December 31, 2020, being 18 years old or over, and filling out the survey form with free will. Additionally, service receivers who applied to the HLC more than once had the survey only once.</p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL10">Data collection</h3> <p id="JCL-P-17">In our study, the Servqual scale developed by A. Parasuraman, V. A. Zeithaml, and L. L. Berry and a reliability assessment of the Turkish form performed by Devebakan were used. Servqual is a scale designed to capture expectations and perceptions for service quality. The 5-point Likert-type scale is comprised of 22 pairs of questions about the pre-experience expectations and post-experience perception. The scale measures the expected and perceived service quality in five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Those dimensions are described as follows:</p> <p id="JCL-P-18"> <ul id="-1" class="wk-article__list wk-article__list--bullet"> <li class="wk-article__list-item wk-article__list-item--bullet">Tangibles - Physical characteristics: Physical facilities, the physical appearance of the equipment, and the staff of the service provider</li> <li class="wk-article__list-item wk-article__list-item--bullet">Reliability: The ability to perform the promised service accurately and reliably</li> <li class="wk-article__list-item wk-article__list-item--bullet">Responsiveness: Willingness to help service receivers and provide the service quickly</li> <li class="wk-article__list-item wk-article__list-item--bullet">Assurance: Staff’ knowledge and gentleness and ability to build a sense of trust in service receivers</li> <li class="wk-article__list-item wk-article__list-item--bullet">Empathy: Ability of the service provider to put itself in the shoes of the service receivers and pay personal attention to them</li> </ul> </p> <p id="JCL-P-24">Four pairs of questions capture the Tangibles, five pairs capture Reliability, four pairs capture Responsiveness, four pairs capture Assurance, and five pairs capture Empathy. Items in the scale are scored from strongly disagree = 1 to strongly agree = 5. The Servqual score is obtained by subtracting the expected service score from the perceived service score. The Servqual score for each item varies between -4 and +4. The Servqual scale score has been obtained by taking the average of all the scores per item. Additionally, a Servqual score per dimension has been obtained by taking the average of the scores per item under each dimension. A negative Servqual score means that the patient's expectations were not met whereas a positive score means that the patient's expectations were exceeded. In other words, a negative score indicates patient dissatisfaction, a positive score indicates patient satisfaction, and a zero score indicates that the patient's expectations are met or the service quality is acceptable.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R16">16</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup></p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL11">Ethical consideration</h3> <p id="JCL-P-25">Our study was conducted with the permission of the Kırklareli University Institute of Health Sciences Ethics Committee (dated March 16, 2020 and numbered 2020/3) and the Kırklareli Provincial Health Directorate Research Applications Examination and Evaluation Commission (dated April 14, 2020 and numbered 25). In addition, permission was obtained from Devebakan for the use of the Servqual form in Turkish.</p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL12">Statistical analysis</h3> <p id="JCL-P-26">IBM SPSS Statistics V22.0 software was used in analyzing the survey data (IBM Corp, Armonk, NY). Descriptive statistics are presented in the form of numeric values, percentages, standard deviations, and averages. Data distribution was verified by using Kolmogorov–Smirnov and Shapiro–Wilk tests. Chi-square, Mann–Whitney U, Kruskal–Wallis, and Wilcoxon tests were used in analyzing the data which were not normally distributed.</p> <h2 class="ejp-article-outline-heading" data-level="1" id="results">R<span style="font-variant: small-caps;" xmlns:mrws="http://webservices.ovid.com/mrws/1.0">ESULTS</span></h2> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL13">Results on the sociodemographic characteristics of the respondents</h3> <p id="JCL-P-27">The average age of the respondents is 43.3 ± 3.4 (min. 18–max. 86 years old); calculated as 44.0 ± 12.9 for female respondents and 40.4 ± 14.4 for male respondents. The Servqual scale score computed based on responses to the full questionnaire is -0.27 ± 0.63. The comparison of some sociodemographic characteristics of the respondents with their Servqual scale mean scores can be seen in <a href="javascript:void(0)" onclick="javascript:showSlideShowByImageID('T1', '01253091-202301000-00003');">Table 1</a>.</p><section class="ejp-r-article-images"><figure class="ejp-r-article-images__figure"><a href="javascript:void(0)" class="ejp-r-article-images__image-link" onclick="showSlideShowByImageID('T1', '01253091-202301000-00003')"><img class="ejp-r-article-images__img js-lazy-load lazy-load" src="javascript:void(0);" data-src="https://images.journals.lww.com/njcp/ArticleViewerPreview.01253091-202301000-00003.T1.jpeg" data-srcset="https://images.journals.lww.com/njcp/ArticleViewerPreview@2.01253091-202301000-00003.T1.jpeg 2x" srcset="" alt="T1"></a><figcaption class="ejp-r-article-images__figcaption"><a href="javascript:void(0)" class="ejp-r-article-images__figcaption-link" onclick="showSlideShowByImageID('T1', '01253091-202301000-00003')">Table 1: </a><div class="ejp-r-article-images__figcaption-text">The comparison of the mean scores of the SERVQUAL with some sociodemographic characteristics of the respondents</div></figcaption></figure></section><h3 class="ejp-article-outline-heading" data-level="2" id="JCL14">Results on the responses to the survey</h3> <p id="JCL-P-28">38. 7% (<em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">n</em> = 167) of the respondents stated that it was their first time, and 61.3% (<em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">n</em> = 265) stated that it was their second or more time at that HLC. An analysis of the respondents’ scoring to the Servqual scale items by Tangibles, Reliability, and Responsiveness sub-dimensions can be seen in <a href="javascript:void(0)" onclick="javascript:showSlideShowByImageID('T2', '01253091-202301000-00003');">Table 2</a>.</p><section class="ejp-r-article-images"><figure class="ejp-r-article-images__figure"><a href="javascript:void(0)" class="ejp-r-article-images__image-link" onclick="showSlideShowByImageID('T2', '01253091-202301000-00003')"><img class="ejp-r-article-images__img js-lazy-load lazy-load" src="javascript:void(0);" data-src="https://images.journals.lww.com/njcp/ArticleViewerPreview.01253091-202301000-00003.T2.jpeg" data-srcset="https://images.journals.lww.com/njcp/ArticleViewerPreview@2.01253091-202301000-00003.T2.jpeg 2x" srcset="" alt="T2"></a><figcaption class="ejp-r-article-images__figcaption"><a href="javascript:void(0)" class="ejp-r-article-images__figcaption-link" onclick="showSlideShowByImageID('T2', '01253091-202301000-00003')">Table 2: </a><div class="ejp-r-article-images__figcaption-text">Analysis of the respondents’ scoring to the Servqual scale items (Tangibles, Reliability, and Responsiveness)</div></figcaption></figure></section><p id="JCL-P-29">The Tangibles dimension got the lowest Servqual dimension score among all the dimensions of the scale. The comparison of some sociodemographic characteristics of the respondents with the scores they granted to the Tangibles dimension is seen in <a href="javascript:void(0)" onclick="javascript:showSlideShowByImageID('T3', '01253091-202301000-00003');">Table 3</a>.</p><section class="ejp-r-article-images"><figure class="ejp-r-article-images__figure"><a href="javascript:void(0)" class="ejp-r-article-images__image-link" onclick="showSlideShowByImageID('T3', '01253091-202301000-00003')"><img class="ejp-r-article-images__img js-lazy-load lazy-load" src="javascript:void(0);" data-src="https://images.journals.lww.com/njcp/ArticleViewerPreview.01253091-202301000-00003.T3.jpeg" data-srcset="https://images.journals.lww.com/njcp/ArticleViewerPreview@2.01253091-202301000-00003.T3.jpeg 2x" srcset="" alt="T3"></a><figcaption class="ejp-r-article-images__figcaption"><a href="javascript:void(0)" class="ejp-r-article-images__figcaption-link" onclick="showSlideShowByImageID('T3', '01253091-202301000-00003')">Table 3: </a><div class="ejp-r-article-images__figcaption-text">Comparison of some sociodemographic characteristics of the respondents with the scores they granted to the Tangibles dimension</div></figcaption></figure></section><p id="JCL-P-30">The second lowest-scored dimension was Reliability. It was observed that respondents from the age group of 29 years old and under scored the Reliability dimension significantly lower than the other age groups (H (4) = 10.155, <em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">P</em> = 0.038). A statistically significant difference based on the sociodemographic characteristics of the respondents was not observed for the Responsiveness dimension.</p> <p id="JCL-P-31">Respondents’ scoring to the Servqual scale items for Assurance and Empathy sub-dimensions can be seen in <a href="javascript:void(0)" onclick="javascript:showSlideShowByImageID('T4', '01253091-202301000-00003');">Table 4</a>.</p><section class="ejp-r-article-images"><figure class="ejp-r-article-images__figure"><a href="javascript:void(0)" class="ejp-r-article-images__image-link" onclick="showSlideShowByImageID('T4', '01253091-202301000-00003')"><img class="ejp-r-article-images__img js-lazy-load lazy-load" src="javascript:void(0);" data-src="https://images.journals.lww.com/njcp/ArticleViewerPreview.01253091-202301000-00003.T4.jpeg" data-srcset="https://images.journals.lww.com/njcp/ArticleViewerPreview@2.01253091-202301000-00003.T4.jpeg 2x" srcset="" alt="T4"></a><figcaption class="ejp-r-article-images__figcaption"><a href="javascript:void(0)" class="ejp-r-article-images__figcaption-link" onclick="showSlideShowByImageID('T4', '01253091-202301000-00003')">Table 4: </a><div class="ejp-r-article-images__figcaption-text">Analysis of the respondents’ scoring to the Servqual scale items (Assurance and Empathy)</div></figcaption></figure></section><p id="JCL-P-32">It was observed in the Assurance dimension that the scores of single respondents versus married respondents (U = 12305.500, z = -2.190, <em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">P</em> = 0.029) and respondents with a vocational school or higher education versus respondents with lower education (U = 18242.000, z = -2.617, <em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">P</em> = 0.009) were significantly lower. The highest Servqual dimension score was granted to the Empathy dimension. A statistically significant difference based on the sociodemographic characteristics of the respondents was not observed for the Empathy dimension. The dimension scale scores can be seen in <a href="javascript:void(0)" onclick="javascript:showSlideShowByImageID('T5', '01253091-202301000-00003');">Table 5</a>.</p><section class="ejp-r-article-images"><figure class="ejp-r-article-images__figure"><a href="javascript:void(0)" class="ejp-r-article-images__image-link" onclick="showSlideShowByImageID('T5', '01253091-202301000-00003')"><img class="ejp-r-article-images__img js-lazy-load lazy-load" src="javascript:void(0);" data-src="https://images.journals.lww.com/njcp/ArticleViewerPreview.01253091-202301000-00003.T5.jpeg" data-srcset="https://images.journals.lww.com/njcp/ArticleViewerPreview@2.01253091-202301000-00003.T5.jpeg 2x" srcset="" alt="T5"></a><figcaption class="ejp-r-article-images__figcaption"><a href="javascript:void(0)" class="ejp-r-article-images__figcaption-link" onclick="showSlideShowByImageID('T5', '01253091-202301000-00003')">Table 5: </a><div class="ejp-r-article-images__figcaption-text">Mean scores of expectations, perceptions, and gap of the five dimensions of Servqual</div></figcaption></figure></section><p id="JCL-P-33">The most frequent response to the question of why the respondents preferred that particular HLC was “because it was recommended” with 43.8% (n = 189). The response of “its accessibility” followed with 16.2% (n = 70). The responses of “because it is nearby,” “because I know the healthcare team,” and “because of an emergency” were preferred with 11.8% (n = 51), 11.1% (n = 48), and 8.8% (n = 38), respectively. 8.3% (n = 36) of the respondents preferred the “other” response.</p> <p id="JCL-P-34">In the reliability analysis of our study, the Cronbach's alpha coefficient on the Servqual scale's patient expectations items was calculated as 0.928 and the coefficient on the patient perception items was calculated as 0.951.</p> <h2 class="ejp-article-outline-heading" data-level="1" id="discussion">D<span style="font-variant: small-caps;" xmlns:mrws="http://webservices.ovid.com/mrws/1.0">ISCUSSION</span></h2> <p id="JCL-P-35">The Servqual scale was first developed by Parasuraman <em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">et al</em>.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R17">17</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> to measure American Society's expectations and perceptions. When the form of the scale in Turkish was first developed, it was reported that Cronbach's alpha coefficient was above 0,80 and it was highly reliable both for the scale's patient expectations items and patient perceptions items.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R18">18</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> The huge cultural differences between American Society which was the first target population of the scale and Turkish Society brought to mind the question of whether the use of Servqual in Turkey would be adequate or not. A study which was conducted together by American and Turkish researchers in 2010 reveals that the Servqual and its dimensions are valid and reliable for Turkey's economic and cultural environment.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R19">19</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> The results of our study confirm once again the reliability of the Servqual scale's form in Turkish.</p> <p id="JCL-P-36">In the score results, negative scores imply that the patient expectations were not met, zero scores imply that the patient expectations were met, and positive scores imply that the patient expectations were exceeded.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R16">16</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> In our study, the Servqual scale score and all five dimensions’ scores were negative, yet very close to zero. In other words, the expectations of the service receivers were not met. At the same time, this result is consistent with several studies conducted to measure satisfaction with health services in many different parts of the world by using the Servqual scale.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R20">20</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">-</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R22">22</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> However, it is not possible to make a sweeping generalization such as people, in general, are not happy with health services because there are studies that report the satisfaction of service receivers in the dimensions level of the scale.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R23">23</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">,</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R24">24</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> Accordingly, when examined on an item-by-item basis, we can see that some scores such as “Responsiveness of the employees even when they are busy,” “Employees making patients feel valued,” and “Employees putting patients’ interests first” are positive also in our study.</p> <p id="JCL-P-37">According to our study, the level of satisfaction of women versus men who get service from the HLC, people with high school and lower education versus people with vocational school and higher education, and people who do not have an income-generating job versus people who have an income-generating job is statistically higher. Healthy life centers in Turkey are structured as institutions where women's health services are more predominantly provided than general health services. This may be why women who receive services from the healthy life center examined in our study have higher satisfaction levels than men. In other respects, lower satisfaction levels of those with income-generating jobs and those with higher levels of education can be explained by the higher expectations of these groups. In addition, the level of satisfaction of people in the age group of 30–39 is significantly lower than the other age groups. In the literature search, it is seen that there are no standard results in the studies which used Servqual and that the results of our study are consistent with the results of some studies conducted in different parts of the world and inconsistent with some others.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R21">21</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">-</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R23">23</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup></p> <p id="JCL-P-38">In our study, the Tangibles dimension got the lowest Servqual dimension score among all the dimensions of the scale and this result is consistent with many other studies.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R25">25</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">,</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R26">26</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> This may be due to the fact that the healthy life centers have not yet achieved the desired physical conditions as newly built organizations. These results suggest that service receivers in general expect better tangibles. It can be concluded that the health institutions’ managers should measure the service receivers’ expectations the best they can and make their plans accordingly.</p> <p id="JCL-P-39">In our study, the Empathy dimension got the highest Servqual dimension score among all the dimensions of the scale. This result is consistent with some studies conducted in other countries.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R27">27</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">,</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R28">28</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> These results suggest that the selfless efforts of the health staff are appreciated by the service receivers. Some studies claim that efforts for improving the patient experience in primary healthcare services should focus on the interaction with doctors, the other factors have a minor impact on the patient experience, moreover, the service quality of the nurses has a negligible impact.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R29">29</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> Nevertheless, we think that these claims are unacceptable for an institution such as an HLC where the majority of employees consists of non-doctor healthcare professionals. We also think that the training and motivation level of the HLCs’ employees should be increased in parallel with the patients’ expectations.</p> <h2 class="ejp-article-outline-heading" data-level="1" id="conclusion">C<span style="font-variant: small-caps;" xmlns:mrws="http://webservices.ovid.com/mrws/1.0">ONCLUSION</span></h2> <p id="JCL-P-40">Satisfaction from a healthy life center, which is built as a new service model, is not at the expected level yet. More studies like this one, which is a first in its field in terms of methodology, will set the ground for a better understanding of the service receivers’ expectations and perceptions. That is how the decision-makers can shape up this new service model according to expectations.</p> <p id="JCL-P-41">Consequently, the institution managers should take lessons from such studies’ results and work on increasing the service receivers’ satisfaction. An improvement in the service quality may not always translate into an equal increase in the satisfaction level of the service receivers whose expectations may gradually increase.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R30">30</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> Yet, it is asserted that an increase in the satisfaction level of the service receivers increases their loyalty to the institution.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R31">31</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> The fact that more than 60% of our respondents applied to the HLC twice or more although it is a newly established institution may point out the relation between satisfaction and loyalty.</p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL15">Limitations</h3> <p id="JCL-P-42">The main limitation of our study is its limitedness with individuals who applied to the HLC in scope in the time span of the study. Although we have taken measures such as spreading the survey over days of a week and over hours of a day to increase the representation, the results of our study cannot be generalized. Another limitation is that this is a monocentric study. However, we should also state that HLCs do not maintain a standard in terms of physical facilities and variety of services due to the fact that they are newly built.<sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">[</sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0"><sup><a class="ejp-citation-link js-ejp-citation-link" data-reference-links="R14">14</a></sup></sup><sup xmlns:mrws="http://webservices.ovid.com/mrws/1.0">]</sup> Therefore, we believe that it is too early for polycentric and comparative studies.</p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL16">Financial support and sponsorship</h3> <p id="JCL-P-43">Nil.</p> <h3 class="ejp-article-outline-heading" data-level="2" id="JCL17">Conflicts of interest</h3> <p id="JCL-P-44">There are no conflicts of interest.</p></section><section id="article-references" class="article-references js-article-references"><h2 class="ejp-article-outline-heading" data-level="1" id="JCL18">Acknowledgement</h2> <p id="JCL-P-45">Special thanks to Ms. Aylin Sepici for English editing.</p> <h2 class="ejp-article-outline-heading" data-level="1" id="JCL-L-1">R<span style="font-variant: small-caps;" xmlns:mrws="http://webservices.ovid.com/mrws/1.0">EFERENCES</span></h2> <div id="R1" class="article-references__item js-article-reference">1. 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Acta Clin Croat 2020;59:285–93.<div> <ul class="article-references__item-links"> <li class="internal-links"><a href="#JCL-P-39"> Cited Here</a> | </li> <li><a href="http://www.ncbi.nlm.nih.gov/pubmed/33456116" onclick="javascript:window.open('http://www.ncbi.nlm.nih.gov/pubmed/33456116');return false">PubMed</a></li> </ul> </div> </div> <div id="R28" class="article-references__item js-article-reference">28. Golipour R, Gaderkhani G, Roshani D, Shahoei R Evaluation of the quality of the pregnancy care from the perspective of service recipients using the SERVQUAL model. J Clin Diagn Res 2019;13:QC08–12.<div> <ul class="article-references__item-links"> <li class="internal-links"><a href="#JCL-P-39"> Cited Here</a></li> </ul> </div> </div> <div id="R29" class="article-references__item js-article-reference">29. Hudson Smith M, Smith D Directing improvements in primary care patient experience through analysis of service quality. Health Serv Res 2018;53:4647–66.<div> <ul class="article-references__item-links"> <li class="internal-links"><a href="#JCL-P-39"> Cited Here</a> | </li> <li><a href="https://journals.lww.com/tnpj/00004036-201811000-00037.fulltext" onclick="javascript:window.open('https://journals.lww.com/tnpj/00004036-201811000-00037.fulltext');return false">View Full Text</a> | <a href="http://www.ncbi.nlm.nih.gov/pubmed/" onclick="javascript:window.open('http://www.ncbi.nlm.nih.gov/pubmed/');return false">PubMed</a> | <a href="https://doi.org/10.1111%2F1475-6773.12985" onclick="javascript:window.open('https://doi.org/10.1111%2F1475-6773.12985');return false">CrossRef</a></li> </ul> </div> </div> <div id="R30" class="article-references__item js-article-reference">30. Upadhyai R, Upadhyai N, Jain AK, Roy H, Pant V Health care service quality: A journey so far. Benchmarking 2020;27:1893–927.<div> <ul class="article-references__item-links"> <li class="internal-links"><a href="#JCL-P-41"> Cited Here</a> | </li> <li><a href="https://doi.org/10.1108%2FBIJ-03-2019-0140" onclick="javascript:window.open('https://doi.org/10.1108%2FBIJ-03-2019-0140');return false">CrossRef</a></li> </ul> </div> </div> <div id="R31" class="article-references__item js-article-reference">31. Akob M, Yantahin M, Ilyas GB, Hala Y, Putra AHPK Element of marketing: SERVQUAL toward patient loyalty in the private hospital sector. J Asian Fin Econ Business 2021;8:419–30.<div> <ul class="article-references__item-links"> <li class="internal-links"><a href="#JCL-P-41"> Cited Here</a></li> </ul> </div> </div> <div class="article-references__button-container"></div></section><div><strong>Keywords:</strong><p id=""><em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">Healthy life center</em>; <em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">healthy living center</em>; <em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">patient satisfaction</em>; <em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">preventive medicine</em>; <em xmlns:mrws="http://webservices.ovid.com/mrws/1.0">Servqual</em></p> </div><section class="ej-article-copyright">Copyright: © 2023 Nigerian Journal of Clinical Practice</section></div><button class="ejp-toggle-fulltext-button js-ejp-toggle-fulltext-button">View full article text</button></article> </div> </div> <div id="article-metrics"> <div id="article-metrics-container"> </div> </div> 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