The Profile of Patients’ Complaints in a Regional Hospital

Document Type: Original Article

Authors

1 Health Management and Economics Research Center, School of Management and Medical Information, Isfahan University of Medical Sciences, Isfahan, Iran

2 School of Management and Medical Information, Student Research Committee, Isfahan University of Medical Sciences, Isfahan, Iran

3 Research Center for Modeling in Health, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran

4 Medical Informatics Research Center, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran

5 Research Center for Health Services Management, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran

Abstract

Background
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.
 
Methods
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.
 
Results
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.
 
Conclusion
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.

Keywords

Main Subjects


1.  Fong  N.  Western  Australian  Clinical  Governance  Guidelines. Information series no.1, 2. [internet]. 2005. Available from: http://www.safetyandquality.health.wa.gov.au/docs/clinical_gov/1.2%20Clinical%20Governance%20Guidelines.pdf

2.  Starey  N.  What  is  clinical  governance? Hayward Medical Communications2001; 1: 1–9.

3.  Kalroozi F, Dadgari F, Zareiyan A. Patients’ satisfaction from health care group in patient’s bill of right observance. Journal of Military Medicine2010; 12: 143–8.

4.  Jolaee S. [Phenomenological explanation of patient rights]. Tehran: Tehran University of Medical Sciences; 2007.

5.  Rashidian  A.  [Rule of clinical services at the Tehran University of Medical Sciences].  Tehran:  The  capital  of  academic  policy development in health systems; 2009.

6.  Akhlaghi  M,  Tofighizavare  H,  Samadi  F.  Malpractice  complaints referred  to  Medical  Commission  Legal  Medicine  Organization  in the field of obstetrics and gynecology during the years 2001 and 2002;  causes  and  methods  of  prevention. Scientific Journal of Forensic Medicine2004; 10: 70–4.

7.  Joolaee  S,  Nikbakht-Nasrabadi  A,  Parsa-Yekta  Z,  Tschudin  V, Mansouri I. An Iranian perspective on patients`rights.Nurse Ethics 2006; 13: 488–502. doi: 10.1191/0969733006nej895oa

8.  Hedaiati M, Nejadnik M, Setare M. The Factors Affecting the Final Verdict in Medical Errors Complaints. Journal of Isfahan Medical School 2012; 29: 1497–1509.

9.  Hejazi  S,  Zeinali  M,  Farokheslamlou  H.  [Study  of  Pediatric Malpractice Claims Registered at URMIA Medical Council during 10  Year  Period  (1995-2005)]. Urmia Medical Journal 2009;  20: 123–30.

10.  Rafizadeh Tabai Zavareh S, Haj Manoochehri H, Nasaji Zavareh M. Examination of general practitioners’ negligence frequency in complaints filed with Tehran’s Commission of Forensic Medicine from 2003 to 2004. Scientific Journal of Forensic Medicine 2007; 13: 152–7.

11.  Mirzaaghai  F,  Moeinfar  Z,  Eftekhari  S,  Rashidian  A,  Sedeghat M. [Reviewing complaints recorded at three hospitals affiliated to Tehran University of Medical Sciences and the factors affecting it from April 2007 to February 2008]. Hospital2011; 10: 19–28.

12.  Sedaghat S. [Review Products]. Razi Journal 2011; 22: 87–90.

13.  Parsapour A, Bagheri A, Larijani B. [Patient rights in Iran]. Irainian Journal of Medical Ethics and History of Medicine2009; 3: 39–47.

14.  Haghi  S,  Zare  G, Ataran  H.  Factors  affecting  the  surgical  team convicted  of  malpractice  claims  and  Quality  of  Investigating  the claims  of  the  Medical  Council  of  Mashhad. Scientific Journal of Forensic Medicine2005; 11: 141–5.

15.  Rangrazjeddi  F,  Rabiee,  R.  [Patient’s  Bill  of  Rights  in  Kashan’s Governmental Hospitals (2003)]. Journal of Kermanshah University of Medical Sciences2005; 9: 62–71.

16.  Davati A, Seyad Mortaz SA, Azimi A, Arbab Soleimani S. [A study on  the  knowledge  of  general  practitioners  about  the  charter  of patients’ rights]. Medical Daneshvar2011; 18: 81–8.

17.  Athar  M,  Ostad Ali  Makhmalbaf  M,  Davati A.  [Study  of  medical malpractice complaints in the field of dermatology and cosmetic, in  the  coroner’s  Office  of  Forensic  Medicine,province  of Tehran, during 2002 to 2010]. Dermatology and Cosmetic 2011; 2: 17–29.

18.  Jafarian A, Parsapour A, Hajtarkhani AH, Asghari F, Emami Razavi SA,  Yalda  A.  [Survey  on  Complaints  Records  in  the  Medical Council of Tehran in 1991,1996,2001]. Irainian Journal of Medical Ethics and History of Medicine 2009; 2: 67–73.

19.  Entman  SS,  Glass  CA,  Hickson  GB,  Githens  PB,  WhettenGoldstein  K,  Sloan  FA.  The  relationship  between  malpractice claims  history  and  subsequent  obstetric  care. JAMA 1994;  272: 1588–91.