The analysis of the complaints of patients and relatives made for healthcare professionals

OBJECTIVE: In order to provide good health care, the quality of the healthcare services should be measured. This is possible with the evaluation of satisfaction surveys and patient complaints. The aim of this study is to investigate the use of the patient rights unit by identifying the patients' complaints, to reveal the demographic characteristics of the patients or their relatives who applied to the unit, to identify the issues of the complaint and to identify the deficiencies that are the subject of the complaint as a result of these evaluations, thereby developing the solution ideas about the necessary issues and thus to take particular measures on these matters. MATERIAL AND METHOD: The study was conducted at Gaziantep University Faculty of Medicine, Şahinbey Research and Practice Hospital. In this study, retrospective analysis of the application records made to the patient rights unit from 2018 until the end of 2019 was made, and the information of the applications and the applicants were examined. RESULTS: Data for 1385 applications were collected for this study. When the applicants are distinguished by gender, it is seen that male gender makes more applications. High school graduates have applied for complaints most frequently. The most frequently applied age range is 20-40 years. Most complaints have been made about the pediatrics clinic. The most frequently applied profession group was physician and secretary. DISCUSSION AND CONCLUSION: It is concluded that patient rights units are very crucial and they have an important role in evaluating the quality of institutions and determining the existing deficiencies as well as increasing patient satisfaction. KEYWORDS: Patient Rights; Patient Rights Unit; Analysis of Complaints; Healthcare Management