Evaluation of the Complaints Received by Istanbul Provincial Directorate of Health Services - Directorate for Public Health
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Original Research
VOLUME: 2 ISSUE: 2
P: 75 - 83
2016

Evaluation of the Complaints Received by Istanbul Provincial Directorate of Health Services - Directorate for Public Health

J Acad Res Nurs 2016;2(2):75-83
1. Gaziosmanpaşa Taksim Education And Research Hospitol, İstanbul, Turkey
No information available.
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Received Date: 2016-06-27T12:14:06
Accepted Date: 2017-01-03T13:09:51
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Abstract

Objective: One of the best ways to determine patient satisfaction

and the inadequacies of hospitals is to evaluate

complaints. Evaluation of complaints is important for the

maximization of patient satisfaction. In addition, identification

of operational deficiencies and correction of deficiencies

must be planned. The aim of this study is to determine

how the complaints are evaluated in public hospitals and

what should be planned in hospitals according to the

results of the complaints.

Method: As a research sampling, 700 complaints which

were sent to the Istanbul Provincial Directorate of Health

for Public Health in 2011, were reviewed. The complaints

were reviewed based on a questionnaire consisting of 5

questions. Information on the identity of the patient who

made the complaint, the type of the hospital which was the

subject of the complaint, the topic of the complaint, the

consequences of the complaint, and the regulations implemented

according to the consequences of the complaint

were gathered. The complaints sent via e-mails were excluded

from the study.

Results: According to the results of research, 68.2% of the

complaints were submitted by the patients themselves, and

68.3% of the complaints were related to Training and

Research Hospitals. Besides, 36.7% of the complaints were

related to physicians, and In 50% of the complaints, the

complainants’ claims were found to be unfair (any procedure

was not implemented). According to the results of the

complaints, physical amndments (max. 30) were done in

the hospitals.

Conclusion: When the research results were analyzed, it

was observed that the hospitals failed to serve higher patient

circulation in the Istanbul Metropolitan, complaints are

not evaluated adequately, hospitals fail to correct their

shortcomings determined based on the results of the complaints.

Increasing awaraness of hospital personnel and

patients about patient rights, and employment of the qualified

personnel, are seen as a solution so as to decrease the

number of the complaints.

Keywords:
Patient rights, Patient Satisfaction, Complaints