Health Management and Economics Research Center, School of Management and Medical Information, Isfahan University of Medical Sciences, Isfahan, Iran.
School of Management and Medical Information, Student Research Committee, Isfahan University of Medical Sciences, Isfahan, Iran.
Int J Health Policy Manag. 2014 Apr 10;2(3):131-5. doi: 10.15171/ijhpm.2014.36. eCollection 2014 Apr.
A hospital should be an institution of understanding and respecting patients' rights, their families, physicians and other caregivers. Hospitals and all other healthcare centers must be cautious toward respecting ethical aspects of care and treatment. On the other hand, patients' satisfaction reflects capabilities of physicians and medical staff as well as the extent patients' rights and treatment quality are observed. Nowadays, complaints handling is considered as an essential component of healthcare system in line with promoting health standards. In the present study, researchers attempt to identify the resources, individuals, complained issues, and measures which are considered to handle these issues in a regional hospital.
We employed a descriptive, cross-sectional study to conduct this research. The research population included cases registered at the complaints unit of one of the hospitals in Isfahan in selected months of 2012 to 2013. The data were collected through observation of available documents. Excel software program was used for data analysis.
Findings indicate that despite a decrease in the total number of complaints, there was an increase in the number of complaints about medical staff. Nursing staff were considered as the second highly complained unit during the study period.
RESULTS obtained from the present study can be taken as experiences to modify and amend the hospital's future performance. In general, the existence of complaints in a system is an indication of gaps when providing healthcare services. Creating an organized system to collect complaints and reviewing them helps hospitals to be cognizant of their defects and plan to prevent their reoccurrence.
医院应该是一个理解和尊重患者权利、尊重患者家属、医生和其他医护人员的机构。医院和所有其他医疗保健中心必须谨慎对待尊重护理和治疗的伦理方面。另一方面，患者的满意度反映了医生和医务人员的能力，以及患者权利和治疗质量的遵守程度。如今，投诉处理被认为是医疗保健系统的一个重要组成部分，符合提高健康标准的要求。在本研究中，研究人员试图确定在一家地区医院处理这些问题的资源、人员、投诉问题和措施。
我们采用描述性、横断面研究来进行这项研究。研究人群包括 2012 年至 2013 年选定月份在伊斯法罕的一家医院投诉部门登记的病例。通过观察现有文件收集数据。使用 Excel 软件程序进行数据分析。
研究结果表明，尽管投诉总数有所减少，但对医务人员的投诉数量有所增加。在研究期间，护理人员被认为是第二大被投诉的单位。
本研究得出的结果可以作为改进和修正医院未来绩效的经验。一般来说，系统中存在投诉是提供医疗服务时存在差距的迹象。建立一个有组织的投诉收集和审查系统，可以帮助医院认识到自己的缺陷，并计划防止问题再次发生。
