Analysis of Complaints Regarding Health Institutions

Hale Nur Güler

Makale detayları

Analysis of Complaints Regarding Health Institutions

Yazarlar:

Hale Nur Güler

Yayıncı:

İstanbul Gelisim University

Dergi:

İstanbul Gelişim Üniversitesi Sosyal Bilimler Dergisi Vol.10 Issue 1, pp.328-343

Belge Tipi:

Makale

Yayın Tarihi:

3/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001287154

pISSN:

2148-4287

Anahtar kelimeler:

Özet:

 Complaints arising from not meeting customer expectations should be effectively managed in terms of product and service development efforts of the institutions and their efforts to exist in a competitive environment. Strategically, the complaint management teams within the institutions are important strategic units that will carry companies forward, understanding customer expectations and creating effective customer experience by developing appropriate solutions. With the effect of the developing technological structure, socio-economic structure and pandemic process, the complaints conveyed by the institutions and patients serving in the health sector, which covers a significant part of the service sector, are also very critical. Patients and their relatives have high expectations from healthcare institutions, and they can convey their complaints through different channels in this area. In this qualitatively designed study, the data transmitted for twelve private hospitals were obtained from the site where complaints were conveyed, namely sikayet.var, and content analysis was performed. In the study, 30 of the complaints submitted for hospitals were made for pricing. The issue mentioned after the wage issue was the complaints about services at a rate of 28. When we look at the sub-themes of complaints about wages, the most frequently conveyed sub-themes were the high fee for treatment and examinations at the rate of 47, the disruption in treatment at the rate of 67 for the services provided, and the indifference at the rate of 56 in matters related to the personnel.

 Complaints arising from not meeting customer expectations should be effectively managed in terms of product and service development efforts of the institutions and their efforts to exist in a competitive environment. Strategically, the complaint management teams within the institutions are important strategic units that will carry companies forward, understanding customer expectations and creating effective customer experience by developing appropriate solutions. With the effect of the developing technological structure, socio-economic structure and pandemic process, the complaints conveyed by the institutions and patients serving in the health sector, which covers a significant part of the service sector, are also very critical. Patients and their relatives have high expectations from healthcare institutions, and they can convey their complaints through different channels in this area. In this qualitatively designed study, the data transmitted for twelve private hospitals were obtained from the site where complaints were conveyed, namely sikayet.var, and content analysis was performed. In the study, 30 of the complaints submitted for hospitals were made for pricing. The issue mentioned after the wage issue was the complaints about services at a rate of 28. When we look at the sub-themes of complaints about wages, the most frequently conveyed sub-themes were the high fee for treatment and examinations at the rate of 47, the disruption in treatment at the rate of 67 for the services provided, and the indifference at the rate of 56 in matters related to the personnel.

 Complaints arising from not meeting customer expectations should be effectively managed in terms of product and service development efforts of the institutions and their efforts to exist in a competitive environment. Strategically, the complaint management teams within the institutions are important strategic units that will carry companies forward, understanding customer expectations and creating effective customer experience by developing appropriate solutions. With the effect of the developing technological structure, socio-economic structure and pandemic process, the complaints conveyed by the institutions and patients serving in the health sector, which covers a significant part of the service sector, are also very critical. Patients and their relatives have high expectations from healthcare institutions, and they can convey their complaints through different channels in this area. In this qualitatively designed study, the data transmitted for twelve private hospitals were obtained from the site where complaints were conveyed, namely sikayet.var, and content analysis was performed. In the study, 30 of the complaints submitted for hospitals were made for pricing. The issue mentioned after the wage issue was the complaints about services at a rate of 28. When we look at the sub-themes of complaints about wages, the most frequently conveyed sub-themes were the high fee for treatment and examinations at the rate of 47, the disruption in treatment at the rate of 67 for the services provided, and the indifference at the rate of 56 in matters related to the personnel.

 Müşteri beklentilerinin karşılanmaması sebebiyle doğan şikayetler kurumların ürün ve hizmet geliştirme çalışmaları açısından ve rekabet ortamında var olma çabaları açısından etkinlikle yönetilmelidir. Stratejik açıdan kurumların bünyesinde bulunan şikayet yönetimi ekiplerinin müşteri beklentilerini anlayıp uygun çözümler geliştirerek etkili müşteri deneyimi yaratmaları kurumları ileriye taşıyacak önemli stratejik birimlerdir. Gelişim gösteren teknolojik yapı, sosyo ekonomik yapı ve pandemi sürecinin de etkisiyle hizmet sektörünün önemli bir bölümünü kapsayan sağlık alanında hizmet veren kurumlar ve hastalar açısından iletilen şikayetler de oldukça kritiktir. Hasta ve hasta yakınlarının sağlık kurumlarından beklentileri oldukça yüksek olup bu alanda şikayetlerini farklı kanallardan iletebilmektedir. Nitel olarak kurgulanan bu çalışmada on iki özel hastane için iletilen veriler sikayet.var isimli şikayetlerin iletildiği siteden elde edilmiş ve içerik analizi yapılmış. Çalışmada hastaneler için iletilen şikayetlerin 30u ücretlendirme için yapılan yapılmıştır. Ücret konusundan sonra belirtilen konu ise 28 oranında hizmetlere yönelik şikayetler olmuştur. Ücretlerle ilgili şikayetlerin alt temalarına bakıldığında 47 oranında tedavi ve tetkikler için yüksek ücret talep edilmesi, sunulan hizmetler için 67 oranında tedavilerde aksaklık yaşanması ve personellerle ilgili konularda ise 56 oranında ilgisizlik en çok iletilen alt temalar olmuştur.

Makale detayları

Analysis of Complaints Regarding Health Institutions

Yazarlar:

Hale Nur Güler

Yayıncı:

İstanbul Gelisim University

Dergi:

İstanbul Gelişim Üniversitesi Sosyal Bilimler Dergisi Vol.10 Issue 1, pp.328-343

Belge Tipi:

Makale

Yayın Tarihi:

3/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001287154

pISSN:

2148-4287

Health Institutions

Hospitals

Complaint Management

Customer Experience

Content Analysis

Pandemic (COVID-19)

Sağlık Kurumları

Hastaneler

Şikayet Yönetimi

Müşteri Deneyimi

İçerik Analizi

Pandemi (Koronavirüs)

Sayı

Makale detayları

Yazarlar: Hale Nur Güler

Yayıncı: İstanbul Gelisim University

Dergi: İstanbul Gelişim Üniversitesi Sosyal Bilimler Dergisi Vol.10 Issue 1, pp.328-343

Belge Tipi: Makale

Yayın Tarihi: 3/2023

Belge Dili: Türkçe

Document ID (Org No.): 2001287154

pISSN: 2148-4287

Sayı

Yazarlar:

Hale Nur Güler

Yayıncı:

İstanbul Gelisim University

Dergi:

İstanbul Gelişim Üniversitesi Sosyal Bilimler Dergisi Vol.10 Issue 1, pp.328-343

Belge Tipi:

Makale

Yayın Tarihi:

3/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001287154

pISSN:

2148-4287