HEALTH-SERVICE-FAILURE SCALE: DEVELOPING A SCALE TO DETERMINE HEALTH SERVICE FAILURES

The main purpose of this study is to develop a scale for determining health service errors. Within the scope of this purpose, as a result of literature review and interviews with health institution managers, a question pool consisting of 57 statements was created. The pilot implementation was conducted as a result of interviews with the health service manager and academicians who are experts in their fields. Data were collected by convenience sampling method from 392 individuals with a total of 53 statements remaining in the item pool. reliability and validity tests were performed in the analysis of the questionnaires collected by hand-away method. Eight dimensions emerged as a result of the exploratory factor analysis. These dimensions include \"pricing errors\"; \"errors related to violation of rights\"; \"service delivery errors\" \"behavioral errors\" \"errors related to physical infrastructure\" \"e-service error\" \"privacy related errors\" and \"accessibility errors\". In addition, it was determined that the model fit values for the confirmatory factor analysis met the specified criteria.