Author/Authors :
Saadati, Mohammad Student Research Committee - Iranian Center of Excellence in Health Management - Department of Health Service Management - School of Health Services Management and Medical Informatics - Tabriz University of Medical Sciences , Sadegh Tabrizi, Jafar Tabriz Health Services Management Research Center - Department of Health Services Management - School of Health Management and Medical Informatics - Tabriz University of Medical Sciences , Sadeghi-Bazargani, Homayoun Road and Traffic Injury Research Center - Department of Statistics and Epidemiology - Faculty of Health - Tabriz University of Medical Sciences , Alibabayee, Roghayeh Department of Health Services Management - School of Health Management and Medical Informatics - Student Research Committee - Tabriz University of Medical Sciences , Mirzaie, Amaneh Treatment Affair Office - Tabriz University of Medical Sciences , Ebadi, Ali Treatment Affair Office - Tabriz University of Medical Sciences
Abstract :
Background and Objectives: Data on patient complaints can be used as a feedback to improve the quality of
healthcare services. The aim of this study was to develop an indicator for reliable retrieval of statistical data on
patient complaints.
Methods: A triangulated study was conducted. A comprehensive literature review was done to identifying the
relevant major themes. Two-rounds of Delphi sessions (8 experts were in attendance) and two panel meetings
were held to refine and approve the themes. The obtained indicator was then used to collect patient complaint
statistics from the selected hospitals.
Findings: A ten-item indicator of patient complaints was developed and used to survey patient complaints in
Tabriz city (Northwestern Iran). Of the total of 6958 complaints registered in Tabriz hospitals, 83.9% were made
by inpatients and 82.5% were resolved in the hospitals. The rate of complaints was found to be 2.95 per 1000
referrals. Only 36% of hospitals had a written policy to use the complaints in quality improvement initiatives.
Conclusions: Application of the developed indicator revealed that the hospitals of Tabriz city are facing with
a relatively high rate of complaints when compared with the average rate in the literature. While the fact that
the majority of complaints are resolved in the hospital is promising, measures should be taken to encourage
hospitals to use the complaints data in enhancing the quality of services.
Keywords :
Complaint management , Patient satisfaction , Quality of health care , Hospital management
