Analysis of factors affecting patient dissatisfaction in patient rights in health care organizations

Health care institutions should pay attention to feedbacks from patients in order to meet the needs and expectations of patients. Responsibility of health care professionals should not only to diagnose and treat but also to be to reach people the right to health. Patient rights importance which is the main topic of our study is being increased day by day. In order to provide more patient satisfaction and increased quality, the number of health care institutions that show sensitivity to patient complaints must grow up. In this study, complaint management system of hospitals responsibility of the Ministry of Health were researched according to the total quality management. Evaluating patient dissatisfaction due to the patients' complaints regarding the application of patients 'rights were determined from the subject of many complaints from the system. Suggestions for improvements about the subject have been given. The data of 2013 which contains complaints made to public hospitals under the Ministry of Health, was obtained from the Ministry of Health and Medical Patient Rights in the Department of Social Services. This study contains 28,729 patient complaints which are located in the database of the Patient Rights Unit. Applications substantially have been made to "unable to benefit from services" (46%) and "services in the outpatient department". Suggestions for improvements about the subject has been given. Key Words: Total Quality Management, Quality in Health Care, Patient Satisfaction, Patient Rights, Patient Complaints.