Title: Investigating the amount and causes of complaints of patients referring to the educational, therapeutic and research center of Imam Reza (AS) in the first half of 1401 and 1402

Abstract

Introduction and purpose: Complaints are inevitable and managers of the health system, like other systems, are faced with it. On the other hand, in the health and treatment sector, the issue of quality and patient satisfaction is very important, and in fact, patient satisfaction reflects compliance with the patient's rights charter. and service quality. A complaint is a tool of dissatisfaction and needs to be answered and dealt with. Dealing with complaints means identifying reliable sources to investigate the cause of the complaint. Therefore, the aim of this study is to investigate the amount and causes of complaints of patients referring to Imam Reza Tabriz educational, therapeutic and research center in the first half of 1401 and 1402.

Research method: The current research is a descriptive study that was conducted cross-sectionally in 1402. The research environment was the Imam Reza educational, therapeutic and research center in Tabriz city, which retrospectively included all the complaints that occurred in the first half of 1401 and 1402 by head count. The data collection method was to review the documents available in the complaint and system unit. The data collection tool was a checklist designed in Excel, or it was analyzed using Excel statistical software.

Findings: The results showed that out of 181 complaints made in the target periods, 80 of the complaints occurred in the first half of 1401 and 101 of the complaints occurred in the first half of 1402. In the first six months of 1401, in 70 cases (87.5%), the plaintiff was someone other than the patient. (70.2%), the complaint that occurred in the first six months of 1402, the plaintiff was a person other than the patient. Complained persons were considered in 8 categories in the special form for registering complaints in the said center, and due to the zero number of complaints against the contractor and the process of doing the work, these cases were placed in the category of other cases. The analysis of the collected data showed that the complaint related to the treatment staff was in the first place with (55%) in the first six months of 1401 and 52 cases (51.6%) in the first six months of 1402. (76.25%) complaints in the first six months of 1401 and 65 cases (64.3%) in the first six months of 1402 in the hospital by filling out a special complaint form or writing a (written) letter accounted for the most type of complaints. Failure to treat the patient, lack of appropriate behavior by the staff and medical malpractice in the mentioned hospital were the most important causes of complaints. After the registered complaint and its follow-up, half of the complaints were unnecessary and did not require any special action. The most complaints were related to emergency, surgery, and urology in the first six months of 2011. While in the first six months of 1402, the most complaints were related to emergency room, surgical ICU, pulmonary internal medicine, and urology.

Conclusion: The results of the study show that the number of complaints is high. Most of the complaints registered in the emergency department of the mentioned center, it is necessary for the managers and officials of the center to pay special attention to this department and take effective steps to prevent complaints in order to improve the satisfaction of the patients.

Keywords: complaint, hospital, patient satisfaction, patient rights.