Najar Ali Vafaee, Gorji Damoon, Ardabili Hoorang Nazari, Pourshirazi Maryam, Houshmand Elaheh
Social Determinates of Health Research Center Mashhad University of Medical Sciences Mashhad Iran.
Health Services Management Social Security Organization Semnan Iran.
Health Sci Rep. 2025 Jan 12;8(1):e70325. doi: 10.1002/hsr2.70325. eCollection 2025 Jan.
The role of the healthcare system in the provision, maintenance, and promotion of public health is associated with handling healthcare complaints. This notion as the principle of accountability requires the authorities' attention. This study aimed to develop the Healthcare Complaints Analysis Tool (HCAT) in Iran.
Following a comprehensive review of the country and field studies conducted in the Medical System Organization and Universities of Medical Sciences, the features of patients' complaints were extracted from medical centers and hospitals. Then, experts who were experienced in health and medical areas localized HCAT through translation and re-translation process using the Delphi technique. Finally, the healthcare complaints were classified according to the localized HCAT components.
Using HCAT showed that in Iran's healthcare system, complaints were related to relative frequency and percentage of all types of complaints. However, there is a lack of a mechanized registration system, investigation, analysis, and classification of healthcare complaints.
Providing medical centers with such a system by the ministry of health and mandatory reporting of complaints may lead to coding complaints, measure the severity of complaints, service monitoring and organizational learning.
医疗保健系统在提供、维护和促进公共卫生方面的作用与处理医疗投诉相关。作为问责原则的这一观念需要当局予以关注。本研究旨在开发伊朗医疗投诉分析工具（HCAT）。
在对医疗系统组织和医科大学进行的国内及实地研究进行全面综述之后，从医疗中心和医院提取患者投诉的特征。然后，健康和医疗领域的专家通过使用德尔菲技术的翻译和再翻译过程对HCAT进行本地化。最后，根据本地化的HCAT组件对医疗投诉进行分类。
使用HCAT表明，在伊朗的医疗保健系统中，投诉与各类投诉的相对频率和百分比有关。然而，缺乏医疗投诉的机械化登记系统、调查、分析和分类。
卫生部为医疗中心提供这样一个系统并强制投诉报告，可能会实现投诉编码、衡量投诉严重程度、服务监测和组织学习。
