Examining the complaints made from Imam Reza (AS) Tabriz Hospital by clients

Abstract

Introduction: Examining complaints and handling them to improve patient satisfaction is an essential part of the health care system. This research seeks to determine the status of complaints of patients in Imam Reza Hospital (AS) in Tabriz in order to identify the eisting problems in the complaints process. Methods: This study is a descriptive and retrospective cross-sectional study. To extract complaints from Imam Reza (AS) Tabriz Hospital, first, all complaints in the first six months of 1402 were extracted from the relevant system and entered into an Excel file. Then complaints were classified by department, employee group, type of service, time of complaint solve and causes of complaint. Then, the statistics were presented using charts and descriptive statistics in the form of tables and charts. Results: Based on the results of this research, it can be stated that among the 84 complaints of patients from the hospital, over 33% of complaints were related to dissatisfaction with the medical services, and the following cases were in the next ranks, respectively: Inappropriate behavior of the staff, Other cases, unspecified reason, death of the patient, lack of satisfaction with welfare facilities, lack of access to a doctor or nurse, providing insufficient or incomprehensible information to the patient and his companions, filming the the patients by staff, which is not legal. And also the emergency department and brain departmant had the highest number of complaints. Among the employees, doctors, nurses and supervisors had received the highest number of complaints. Conclusion: The results of this research are used to determine the priorities and find solutions to reduce complaints in the hospital and as a result increase the quality of services and increase patient satisfaction.

Keywords: hospital, complaint, patient satisfaction