INTRODUCTIONEvery business is established to serve the needs of its target customers and satisfy them by fulfilling their demands and needs and as a result obtain the goals they set for themselves.1 The situation is the same for the health sector and even if the goals, service providers, form of provision and ownership of institutions change the ultimate goal is still to satisfy the patient and fulfill the existential purpose.The human factor has a major importance for the inputs, processes and outputs in healthcare services. A great part of service receivers are formed by patients and their relatives. Many factors such as problems experienced by these people from time to time in defining and expressing their demands and needs, the psychological states of service providers and receivers, patients who are in a hurry to receive service and healthcare workers who try to devote a fair share of attention to each patient affect the provision and results of healthcare services. ABSTRACT Background:The purpose of the study is to identify the frequency of encounters with difficult patients, the level of patient difficulty and the demographic characteristics of difficult patients from the perception of healthcare workers. Methods: The data have been obtained from the health workers who are employed at a public hospital in the city of Ankara and are in interaction with patients. The data have been obtained with the "difficult patient and healthcare personnel interaction survey". Results: It has been determined that approximately 2 out of every 10 patients (=2.11) which the healthcare workers encounter during the day are difficult patients and the level of difficulty of these patients is low (=3.62). It has been found that there is a medium level, positive and significant relationship between patient difficulty and seductive behavior and that seductive behavior has a significant effect on patient difficulty. It has been found that there is a medium level, positive and significant relationship between the discomfort experienced by the personnel and seductive behavior and that seductive behavior has a significant effect on the discomfort experienced by the personnel. Conclusions: As a result, it can be seen that nearly a fifth of all patients are perceived as difficult by healthcare workers. It is believed that healthcare workers should be informed about the characteristics of difficult patients and the aspects which should be taken into consideration while interacting with these patients and thereby more effective form of communication will be established at medical institutions.

Amaç: Bu çalışma da, Sağlıkta Dönüşüm Programı (SDP) uygulamalarına yönelik değerlendirmelerin, sağlık personeli arasında oluşturabileceği görüş farklılıklarının ortaya çıkarılması ve bu görüşlerle demografik özelliklerin karşılaştırılması amaçlanmıştır. Gereç ve Yöntem: Ankara da 4 kamu hastanesinde görevli 335 sağlık personeline oranlı tabakalı örneklem yöntemiyle, anket uygulanmıştır. Personelin SDP'ye yönelik ifadelere katılım düzeyleri; sağlık hizmeti sunumu, altyapı, yönetim, sayısal göstergeler, personel ve genel değerlendirmeler olmak üzere toplam 6 faktör altında incelenmiştir. Verilerin analizinde frekans analizi, faktör analizi ve Tek Yönlü Varyans Analizi yöntemleri kullanılmıştır. Bulgular : Araştırmaya katılanların %34'ü doktor, % 34,6'sı hemşire, % 16,7'si sağlık memuru ve % 14,6'sı diğer sağlık personelinden oluşmaktadır. Personelin SDP' ye yönelik değerlendirmeleri ile demografik özellikleri arasında anlamlı farklılıklar tespit edilmiştir (p<0.05). En fazla farklılaşma, personelin görevi ile yapılan karşılaştırmada bulunmuştur. Personelin görevi ile sağlık hizmeti sunumu, altyapı, yönetim ve sayısal göstergeler arasında anlamlı farklılıklar tespit edilmiştir(p<0.05). Sonuç: SDP'ye yönelik değerlendirmeler incelendiğinde, personelin sağlık hizmeti sunumuna ilişkin değerlendirmeleri daha olumlu bulunmuştur. Personel faktörü ise nispeten daha olumsuz değerlendirilmiştir. Sağlık sisteminde yaşanan değişimler sağlık hizmetini etkilediği kadar sağlık personelini de etkilemektedir. SDP ile sağlık personelinin sorunlarının çözümü sağlık hizmetini hem niteliksel olarak hem de nicel olarak arttıracaktır.

AIM:The aim of this study is to investigate the effects of health applications of the Health Transformation Program (HTP) on public hospitals and health professionals. MATERIALS AND METHODS: