Complaint management in the healthcare organizations

In this thesis, it is aimed at analyzing the problems observed in the relations between patients and healthcare organizations and the satisfaction levels after complaints on those problems.211 volunteers who accepted participating to the guestionnaire and were randomly selected considering predefined constraints in the Bakırköy district in the city of Istanbul between november 10 and december 10,2010 are the samples of the study.The study consists of three sections.In the fırst section providing patient satisfaction was explaind by analyzing satisfaction,the importance of satisfaction,the main reasons that affect the satisfaction,and related fundamental concepts.In the second section,complaint management,complaining and non-complaining customers,taking complaints and processing them were discussed.The statistical analysis of the data extraced from the questionnaires with the software SPSS 16.0 forms the third section of the study.In this section, it is aimed at examining the difference in the patient attitudes towards healthcare organizations after processing patient complaints.