Patients’ Complaints and the Effective Factors in Medical and Educational Center of Shahid Bahonar Hospital of Kerman in 2015

Background: Patients’ complaints show dissatisfaction from the services receivedin hospital and gaps in health care service providing system. The present researchwas conducted with the aim of determining patients’ complaints and the effectivefactors in Shahid Bahonar Hospital of Kerman in 2015.Methods: This research is cross-sectional with descriptive-analytical approach andstudied all the recorded complaints in Shahid Bahonar Hospital of Kerman in 2015.Data was collected using form as census from 155 recorded complaints from officeof complaints in accountability unit in 2015. Data was analyzed after extraction bySPSS22 software, descriptive statistics, and chi-square test.Results: Complaints of 155 people with 174 subjects were recorded. Themaximum complaints were for clinical sector (54.2%). Each non-receivingdesirable services and improper communication was the most proposed subject.Frequency of complaints based on team and doctors was 31.6% and administrativesupportteam was 30.5% as the maximum frequency. The most popular complaintsubject for men was non-receiving timely, conscious, and desirable services with23.87% frequency, and for women was improper communication and confrontationwith 17.41% frequency. The efficient evidences based on relationship betweengenders and age weren’t found among subjects.conclusion: One hundred and fifty five complaints were recorded in ShahidBahonar Hospital of Kerman in 2015. The reason for patients’ complaints was nonreceivingdesirable services, improper communication, defect in facilities andamenities, ignorance to cares and costs. The most frequent factor was nonreceivingtimely, conscious, and desirable services. Therefore, it is suggested thatsenior managers of this center should formulate a proper operational program topromote medical services. Moreover, a permanent follow up of mangers to increasenumber of approved beds and facilities for patient admission and treatment willreduce the amount of complaints.

Keywords:

Complaint , Patient , Hospital