Public relations and complaint management in hospital (example of a public hospital)

In order to learn the expectations of the public to whom heathcare service provided and to transmit the vision and the mision of the institution, hospitals need public relations. People apply to hospitals in times of victimhood. Therefore, meeting their expectations accurately is crucial. If the requested healthcare service is not provided at the right time and in a correct way, complaints occur. Even if the institutions dislike to receive complaints they require to take precautions by legal sanctions and work on eliminating the complaints. These institutions are supposed to establish their own complaint management plans and pay attention to public relations activities which will prevent undesirable complaints. This dissertation study analyses public relations and complaint management in hospitals and evaluates a public hospital's complaint letters of year 2012. Complaints are distributed by gender and classified by topic. All complaint topics are summed in 8 main titles, the reasons of the complaints are evaluated and finally some suggestions are given.