Retrospective analysis of the changes in patient's and their relatives' complaints during the COVID-19 pandemic

The main objectives of health services are; to increase the quality of services offered, to provide equal, effective and high quality health services to all individuals and groups in the society, to increase patient satisfaction and to improve the efficiency as well as the effectiveness of health services. In order to determine the quality of services provided in the health sector, it is necessary to examine the components that makes up quality service. Factors affecting the quality of service includes; environmental physical characteristics, timing, expertise of the service providers, continuity, reliability and accuracy of the services. On 31 December 2019, the World Health Organization (WHO) China Office reported cases of pneumonia of unknown etiology in China's city of Wuhan, Hubei province. On January 7 2020, the agent was identified as a new coronavirus (2019- nCoV) that had not been detected in humans before. Later, the name of the 2019-nCoV disease was accepted as Covid-19 and the virus was named SARS-CoV-2 due to its close resemblance to SARS CoV. Studies on Covid-19 in Turkey started in January 10 2020 and the first meeting by the Scientific Advisory Board of the Ministry of Health was held on January 22. Several measures were taken in this meeting and the first Covid-19 case in our country was seen on March 11, 2020. This study was carried out to investigate the causes of complaints made to Uludağ University Faculty of Medicine (UÜTF) hospital between March - November 2019 and March - November 2020, and to determine viii whether there was a difference in complaints during the Covid-19 pandemic period, so that necessary measures could be taken. A total of 1508 (840 for 2019 and 668 for 2020) data was investigated in this research. Within the scope of the Health Transformation Program (SDP), patient expectations have increased. Increasing patient satisfaction can only be achieved by evaluating the existing problems and making necessary adjustments.