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.