EVALUATION OF PATIENT COMPLAINTS IN HOSPITALS: A FOUNDATION UNIVERSITYHOSPITAL EXAMPLE

Abdulkadir Güçlü

Makale detayları

EVALUATION OF PATIENT COMPLAINTS IN HOSPITALS: A FOUNDATION UNIVERSITYHOSPITAL EXAMPLE

Yazarlar:

Abdulkadir Güçlü

Yayıncı:

Hacettepe University

Ana Başlıklar:

Sağlık Kurumları Yönetimi

Dergi:

Hacettepe Sağlık İdaresi Dergisi Vol.26 Issue 1, pp.65-84

Belge Tipi:

Makale

Yayın Tarihi:

3/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001285669

pISSN:

2148-9041

Anahtar kelimeler:

Özet:

 Patient complaints are a very important source of information for hospitals. Hospitals will have the opportunity to develop and improve themselves by taking into account patient complaints. For this, they need to record patient complaints in detail, evaluate the applications in an objective way, solve the problems of their patients as soon as possible and, if necessary, make changes in their medical and administrative processes. This study was carried out in order to obtain useful information for the hospital management by examining the patient complaint records made to the Patient Rights Unit of a foundation university hospital in Istanbul within a period of one year. In 2021, 1.166.608 patients applied to the hospital, of which 3.332 patients complained and 1.047 patients reported satisfaction. The annual patient complaint application rate was 2.88, and the satisfaction reporting rate was 0.9. As a result of the examinations, it was concluded that, as in other domestic and international studies on the subject, the complaints mostly stem from the attitudes and behaviors of the personnel especially the physicians and nurses, and that the administrative units as well as the medical units cause patient complaints. Most of the complaints are caused by preventable problems. It was observed that the number of monthly complaints tended to decrease gradually in the hospital where the research was conducted. The decrease in patient complaints is an indication that the hospital management has taken into account the complaints and improved their medical and administrative processes. It is suggested that the number of complaints can be reduced by making the number of personnel sufficient, determining the job descriptions clearly, and eliminating communication problems by providing the necessary trainings.

 Patient complaints are a very important source of information for hospitals. Hospitals will have the opportunity to develop and improve themselves by taking into account patient complaints. For this, they need to record patient complaints in detail, evaluate the applications in an objective way, solve the problems of their patients as soon as possible and, if necessary, make changes in their medical and administrative processes. This study was carried out in order to obtain useful information for the hospital management by examining the patient complaint records made to the Patient Rights Unit of a foundation university hospital in Istanbul within a period of one year. In 2021, 1.166.608 patients applied to the hospital, of which 3.332 patients complained and 1.047 patients reported satisfaction. The annual patient complaint application rate was 2.88, and the satisfaction reporting rate was 0.9. As a result of the examinations, it was concluded that, as in other domestic and international studies on the subject, the complaints mostly stem from the attitudes and behaviors of the personnel especially the physicians and nurses, and that the administrative units as well as the medical units cause patient complaints. Most of the complaints are caused by preventable problems. It was observed that the number of monthly complaints tended to decrease gradually in the hospital where the research was conducted. The decrease in patient complaints is an indication that the hospital management has taken into account the complaints and improved their medical and administrative processes. It is suggested that the number of complaints can be reduced by making the number of personnel sufficient, determining the job descriptions clearly, and eliminating communication problems by providing the necessary trainings.

 Patient complaints are a very important source of information for hospitals. Hospitals will have the opportunity to develop and improve themselves by taking into account patient complaints. For this, they need to record patient complaints in detail, evaluate the applications in an objective way, solve the problems of their patients as soon as possible and, if necessary, make changes in their medical and administrative processes. This study was carried out in order to obtain useful information for the hospital management by examining the patient complaint records made to the Patient Rights Unit of a foundation university hospital in Istanbul within a period of one year. In 2021, 1.166.608 patients applied to the hospital, of which 3.332 patients complained and 1.047 patients reported satisfaction. The annual patient complaint application rate was 2.88, and the satisfaction reporting rate was 0.9. As a result of the examinations, it was concluded that, as in other domestic and international studies on the subject, the complaints mostly stem from the attitudes and behaviors of the personnel especially the physicians and nurses, and that the administrative units as well as the medical units cause patient complaints. Most of the complaints are caused by preventable problems. It was observed that the number of monthly complaints tended to decrease gradually in the hospital where the research was conducted. The decrease in patient complaints is an indication that the hospital management has taken into account the complaints and improved their medical and administrative processes. It is suggested that the number of complaints can be reduced by making the number of personnel sufficient, determining the job descriptions clearly, and eliminating communication problems by providing the necessary trainings.

 Hasta şikayetleri, hastaneler için oldukça önemli bilgi kaynağıdır. Hastaneler, hasta şikayetlerini dikkate alarak kendilerini geliştirme ve iyileştirme imkanına sahip olacaklardır. Bunun için hasta şikayetlerini ayrıntılı bir şekilde kayıt altına almaları, yapılan başvuruları objektif bir şekilde değerlendirerek en kısa süre içerisinde hastalarının sorununu çözmesi ve gerekiyorsa tıbbi ve yönetsel süreçlerinde değişikliğe gitmeleri gerekmektedir. Bu çalışma, İstanbulda bulunan bir vakıf üniversitesi hastanesi Hasta Hakları Birimine bir yıllık süre içerisinde yapılan hasta şikâyet kayıtları incelenerek hastane yönetimine faydalı bilgiler elde edilmesi amacıyla yapılmıştır. 2021 yılı içerisinde hastaneye 1.166.608 hasta başvurmuş, bunlardan 3.332 hasta şikâyet, 1.047 hasta memnuniyet bildiriminde bulunmuştur. Yıllık hasta şikâyet başvuru oranı 2,88, memnuniyet bildirim oranı ise 0,9 olarak gerçekleşmiştir. Yapılan incelemeler sonucunda konu ile ilgili yapılan yurt içi ve yurt dışı diğer çalışmalarda olduğu gibi şikayetlerin çoğunlukla personel özellikle hekim ve hemşire tavır ve davranışlarından kaynaklandığı, tıbbi birimler kadar idari birimlerin de hasta şikayetlerine neden olduğu sonucu elde edilmiştir. Şikayetlerin önemli bir bölümü önlenebilir sorunlardan kaynaklanmaktadır. Araştırma yapılan hastanede aylık şikâyet sayılarının giderek azalma eğilimine girdiği görülmüştür. Hasta şikayetlerinde azalma sağlanmış olması, hastane yönetiminin şikayetleri dikkate alarak tıbbi ve idari süreçlerinde iyileştirmeye gittiğinin bir göstergesidir. Personel sayısının yeterli hale getirilmesi, görev tanımlarının net bir şekilde belirlenmesi, personele gerekli eğitimler verilerek iletişim sorunlarının giderilmesi ile şikâyet sayılarının azaltılabileceği önerilmektedir.

Makale detayları

EVALUATION OF PATIENT COMPLAINTS IN HOSPITALS: A FOUNDATION UNIVERSITYHOSPITAL EXAMPLE

Yazarlar:

Abdulkadir Güçlü

Yayıncı:

Hacettepe University

Ana Başlıklar:

Sağlık Kurumları Yönetimi

Dergi:

Hacettepe Sağlık İdaresi Dergisi Vol.26 Issue 1, pp.65-84

Belge Tipi:

Makale

Yayın Tarihi:

3/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001285669

pISSN:

2148-9041

Patient Complaints

Hospital Services

Patient Satisfaction. Hospital Management

Hasta Şikayetleri

Hastane Hizmetleri

Hasta memnuniyeti

Hastane yönetimi

Sayı

Makale detayları

Yazarlar: Abdulkadir Güçlü

Yayıncı: Hacettepe University

Ana Başlıklar: Sağlık Kurumları Yönetimi

Dergi: Hacettepe Sağlık İdaresi Dergisi Vol.26 Issue 1, pp.65-84

Belge Tipi: Makale

Yayın Tarihi: 3/2023

Belge Dili: Türkçe

Document ID (Org No.): 2001285669

pISSN: 2148-9041

Sayı

Yazarlar:

Abdulkadir Güçlü

Yayıncı:

Hacettepe University

Ana Başlıklar:

Sağlık Kurumları Yönetimi

Dergi:

Hacettepe Sağlık İdaresi Dergisi Vol.26 Issue 1, pp.65-84

Belge Tipi:

Makale

Yayın Tarihi:

3/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001285669

pISSN:

2148-9041