PERFORMANS VE KALİTE - Sağlıkta Kalite ve Akreditasyon Daire ...

ABSTRACT
Today, health sector is based on patient centered care, so if health care institutions
want to meet the needs and expectations of patients, they have to take into account
patient experiences. On this basis, health institutions which want to recognize needs
and expectations of patients and establish long term relationship with patients and
their relatives, must edit an effective patient relationship management; in the other
word patient complaint management system. Patient complaint management system
is strategic management tool which is transfered patients’ experiences, needs and
expectations to institution. Health institutions are able to recognize patient profile that
they served and evaluate performance perceived by patients is about care and internal
arrangements with patient complaint management system. In Turkey, public hospitals
which are aimed improving service quality to priviate hospitals should consider
patients’ reviews. This paper is looked into Turkish public hospitals’ patient complaint
management system and aimed to introduce how complaints distribution according
to characteristic features of complaints, hospitals type, regional development level,
population density and number of physicians and how complaints result. This study
findings show important information about features of public hospitals’ complaints
and their distributions. Also, this paper is provided important information about
evaluation of public hospitals service quality.
Key Words: Complaint Management, Patient Complaints, Quality of Care, Public Hospitals.
2 SAĞLIKTA PERFORMANS VE KALİTE DERGİSİ