Analysis Patient Complaints in a Public Hospital

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Genel Sağlık Bilimleri Dergisi
Volume:6 Issue:2
Analysis Patient Complaints in a Public Hospital

Analysis Patient Complaints in a Public Hospital

Authors : Hatice Esen Koç

Pages : 279-294

View : 48 | Download : 64

Publication Date : 2024-08-25

Article Type : Research Paper

Abstract :The aim of this research is to analyse patient complaints in a teaching and research hospital, identify problems and make suggestions for improving patient satisfaction. Study data, defined as descriptive and retrospective, were obtained from outpatient and inpatient opinions sent to a training and research hospital\'s wish, complaint and suggestion boxes and the hospital web page in 2021. According to the data obtained, 77 of 277 feedbacks were made as complaints in 2021. Complaints are categorized based on the patient complaint taxonomy, revealing three main groups: management (44.78%), relationships (37.31%), and clinical (17.91%). Within the management theme, institutional problems (35.07%) are the most prevalent, while within the relationships theme, humanity/caring categories are predominant. The primary causes of patient complaints are accommodation, staff attitude, unprofessional behaviour, and rude behaviour. To ensure standardisation in the evaluation of patient complaints, it is recommended to use Reader taxonomy and A3 problem-solving methodology.
Keywords : Karar Analizi, Hasta Memnuniyeti, Sağlık Hizmeti, Sağlık Hizmet Kalitesi

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