Analysis Patient Complaints in a Public Hospital

Year 2024, Volume: 6 Issue: 2, 279 - 294, 25.08.2024

Hatice Esen Koç

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

Decision Analysis, Patient Satisfaction, Healtcare, Quality of Healthcare.

Bir Kamu Hastanesindeki Hasta Şikâyetlerinin Değerlendirilmesi

Abstract

Bu araştırmanın amacı bir eğitim ve araştırma hastanesinde hasta şikâyetlerin analiz edilmesi, sorunların tespit edilmesi ve hasta memnuniyetinin artırılmasına yönelik önerilerin sunulmasını sağlamaktır. Tanımlayıcı ve retrospektif çalışma verileri, 2021 yılında bir eğitim ve araştırma hastanesinin dilek, şikâyet ve öneri kutularındaki poliklinik ve yatan hasta görüşlerinin yanı sıra hastanenin web sitesinden elde edilmiştir. Çalışma, 2021 yılında alınan toplam 277 geri bildirimden 77 şikâyete odaklanmaktadır. Elde edilen verilere göre 2021 yılında 277 adet geribildirimin 77’si şikâyet olarak yapılmıştır. Şikâyetler hasta şikâyet taksonomisine göre gruplandırılmış, üç ana grupta incelendiğinde sırasıyla; yönetim (%44,78),) ilişkiler (%37,31) ve klinik (%17,91) olduğu tespit edilmiştir. Yönetim ana temasının altında en fazla kurumsal sorunlar (%35,07), ilişkiler ana temasının altında ise insaniyet/önemseme kategorileri yer almaktadır. Hasta şikâyetlerinin en yaygın nedenleri konaklama, kaba davranma, personel tutumu ve profesyonel olmayan davranış olduğu saptanmıştır. Hasta şikâyetlerinin değerlendirilmesinde standardizasyonun sağlanması açısından Reader taksonomisi ve A3 problem çözme metodolojisinin kullanılabileceği önerilmektedir.

Keywords

Karar Analizi, Hasta Memnuniyeti, Sağlık Hizmeti, Sağlık Hizmet Kalitesi.

Supporting Institution

Yok

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