Aduan Di Hospital Sultan Ismail Johor Bahru Dan Faktor Yang Mempengaruhi Tuntutan Pampasan

Introduction: Complaints in the health care system are complaints made by patients or patient’s relatives due to various reasons such as poor quality of service or unmeet expectations. There are few studies done measuring the prevalence of hospital’s complaints but none being done in Hospital Sultan Ismail Johor Bahru and very limited study looking at factors associated with it and with compensation claims. This study aims to identify complaints at Hospital Sultan Ismail Johor Bahru and factors associated with complaints and with compensated claims. Methods: A cross sectional study was done at Hospital Sultan Ismail Johor Bahru using a data from 1st January 2009 until 31st December 2016. All relevant data was taken from the complaint data collected by the hospital Complaints Management Committee. Results: The study found a total of 304 complaints data with a prevalence of 0.13 per 1000 patient arrivals. Out of these complaints, 16.7% were compensation claims. 51.5% of complainants were male and 67.4% were Malays. 46.2% of complaints were related to clinical management, 61.4% were made against the doctor. Only 12.1% complaints were related to mortality and 11.4% related to morbidity. This study also found that there was significant relationship between race, type of complaint and disease factor with complaints. Conclusions: Compensation claims were highly related to clinical management and disease factors. These complaints should investigate thoroughly to see what can be done or to be improved in the future.