Güner Kibaroğlu G., Samancı S., Basım H. N.
Optimum Ekonomi ve Yönetim Bilimleri Dergisi, vol.11, no.2, pp.169-187, 2024 (Peer-Reviewed Journal)
Abstract
The aim of this study is to develop a measurement tool suitable for the national cultural context to determine the skills of medical secretaries in communicating with angry patients and their relatives. The study was conducted by analyzing the data obtained from 624 medical secretaries working in outpatient clinics, clinics, emergency services, operating theatres, consultation, and patient reception units of public and private health institutions. As a result of the exploratory factor analysis, it was determined that the scale consisted of 19 items under 4 factors named (1) Positive Approach, (2) Creating Effective Messages, (3) Anticipating and Awareness of Anger, and (4) Managing Anger. Then, construct validity, criterion-dependent validity, and internal consistency analyses were performed by considering the variance structure and covariance relations of the scale. As a result of all these analyses, sufficient evidence was obtained that the developed scale is a valid and reliable measurement.