Managing Patient Complaints: An Application with Content Analysis in Terms of Private Healthcare Institutions

Emin Aksan; Nazmiye Ekinci

Article Details

Managing Patient Complaints: An Application with Content Analysis in Terms of Private Healthcare Institutions

Authors:

Emin Aksan | Nazmiye Ekinci

Publisher:

Süleyman Demirel University

Main Topics:

Sağlık Yönetimi

Journal:

Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.16 Issue 46, pp.602-614

Document Type:

Article

Publication Date:

5/2025

Document Language:

Turkish

Document ID (Org No.):

2001349129

pISSN:

1308-9552

Keywords:

Abstract:

 Health institutions are institutions whose guests are usually patients. In todays world where the number of health institutions is increasing day by day, it is a necessity to meet patient expectations and ensure patient satisfaction by providing comfortable service. Patient satisfaction is an indicator of quality today and is also important in terms of improving health outcomes. In this respect, complaints made by patientspatient relatives are important in identifying and resolving problems encountered in service provision. The aim of the study is to determine the purposes, subjects, levels and complainants of user complaints made to private health institutions in İzmir via the sikayetvar.com web platform. Between 15.04.2023 and 15.04.2024, 145 complaints were reached regarding 25 private hospitals about which complaint notifications were made. When the complaints for which details could not be accessed because they are resolved and removed from publication are excluded, it is determined that 107 complaints are ready for analysis. The data obtained from the research; according to Reader et al.s 2014 Patient Complaint Taxonomy, it is analysed with a deductive approach by document review, which is one of the content analysis types. It is determined that 54 of the complaints of the users are not responded to by the hospitals. It is determined that the most complaint topic is in the Management 54.2 theme Clinical 21.5; Relationships 24.3. It is determined that the most complaints made under the Management theme are in the subjects of Fees 35.5; Indifference 12.1 in the Relationships theme and Misdiagnosis 5.5 in the Clinic theme. At this point, it is important to train the employees in the management of patient complaints conveyed to online platforms. It is thought that the study results will guide the private hospital managements in reducing and managing complaints.

 Health institutions are institutions whose guests are usually patients. In todays world where the number of health institutions is increasing day by day, it is a necessity to meet patient expectations and ensure patient satisfaction by providing comfortable service. Patient satisfaction is an indicator of quality today and is also important in terms of improving health outcomes. In this respect, complaints made by patientspatient relatives are important in identifying and resolving problems encountered in service provision. The aim of the study is to determine the purposes, subjects, levels and complainants of user complaints made to private health institutions in İzmir via the sikayetvar.com web platform. Between 15.04.2023 and 15.04.2024, 145 complaints were reached regarding 25 private hospitals about which complaint notifications were made. When the complaints for which details could not be accessed because they are resolved and removed from publication are excluded, it is determined that 107 complaints are ready for analysis. The data obtained from the research; according to Reader et al.s 2014 Patient Complaint Taxonomy, it is analysed with a deductive approach by document review, which is one of the content analysis types. It is determined that 54 of the complaints of the users are not responded to by the hospitals. It is determined that the most complaint topic is in the Management 54.2 theme Clinical 21.5; Relationships 24.3. It is determined that the most complaints made under the Management theme are in the subjects of Fees 35.5; Indifference 12.1 in the Relationships theme and Misdiagnosis 5.5 in the Clinic theme. At this point, it is important to train the employees in the management of patient complaints conveyed to online platforms. It is thought that the study results will guide the private hospital managements in reducing and managing complaints.

 Health institutions are institutions whose guests are usually patients. In todays world where the number of health institutions is increasing day by day, it is a necessity to meet patient expectations and ensure patient satisfaction by providing comfortable service. Patient satisfaction is an indicator of quality today and is also important in terms of improving health outcomes. In this respect, complaints made by patientspatient relatives are important in identifying and resolving problems encountered in service provision. The aim of the study is to determine the purposes, subjects, levels and complainants of user complaints made to private health institutions in İzmir via the sikayetvar.com web platform. Between 15.04.2023 and 15.04.2024, 145 complaints were reached regarding 25 private hospitals about which complaint notifications were made. When the complaints for which details could not be accessed because they are resolved and removed from publication are excluded, it is determined that 107 complaints are ready for analysis. The data obtained from the research; according to Reader et al.s 2014 Patient Complaint Taxonomy, it is analysed with a deductive approach by document review, which is one of the content analysis types. It is determined that 54 of the complaints of the users are not responded to by the hospitals. It is determined that the most complaint topic is in the Management 54.2 theme Clinical 21.5; Relationships 24.3. It is determined that the most complaints made under the Management theme are in the subjects of Fees 35.5; Indifference 12.1 in the Relationships theme and Misdiagnosis 5.5 in the Clinic theme. At this point, it is important to train the employees in the management of patient complaints conveyed to online platforms. It is thought that the study results will guide the private hospital managements in reducing and managing complaints.

 Sağlık kurumları, müşterileri genellikle hastalardan oluşan kurumlardır. Sağlık kurumlarının sayısının her geçen gün arttığı günümüzde hasta beklentilerini karşılamak ve konforlu hizmet sunarak hastaların memnuniyetini sağlamak bir gerekliliktir. Hasta memnuniyeti, günümüzde bir kalite göstergesidir ve sağlık çıktılarının iyileştirilmesi açısından da önemlidir. Bu açıdan hasta hasta yakınları tarafından yapılan şikâyetler, hizmet sunumunda karşılaşılan sorunların tespitinde ve giderilmesinde önemlidir. Bu araştırmanın amacı, İzmirde yer alan özel sağlık kurumlarına sikayetvar.com web platformu üzerinden yapılan kullanıcı şikâyetlerinin amaçlarının, konularının, düzeylerinin ve şikâyette bulunan kişilerin tespit edilmesidir. 15.04.2023- 15.04.2024 tarihleri arasında, hakkında şikâyet bildiriminde bulunulan 25 özel hastaneye ait 145 şikâyete ulaşılmıştır. Çözüme ulaşıp yayından kaldırıldığından detaylarına ulaşılamayan şikayetler çıkarıldığında, 107 şikâyetin analize hazır olduğu saptanmıştır. Araştırmadan elde edilen veriler; Reader vd.nin 2014 Hasta Şikâyet Taksonomisine göre içerik analizi çeşitlerinden doküman incelemesiyle tümdengelimsel bir yaklaşımla analiz edilmiştir. Kullanıcıların 54ünün şikayetlerine hastaneler tarafından yanıt verilmediği belirlenmiştir. En fazla şikâyet konusunun Yönetim 54,2 temasında olduğu belirlenmiştir Klinik 21,5; İlişkiler 24,3. Yönetim teması altında yapılan en fazla şikâyetin Ücretler 35,5; İlişkiler temasında İlgisizlik 12,1 ve Klinik temasında Yanlış Teşhis 5,5 konularında olduğu saptanmıştır. Bu noktada, çevrimiçi platformlara iletilen hasta şikayetlerinin yönetimi konusunda, çalışanların eğitilmesi önemlidir. Araştırma sonuçlarının özel hastane yönetimlerine şikâyetlerin azaltılması ve yönetilmesi konusunda yol gösterici olduğu düşünülmektedir.

Article Details

Managing Patient Complaints: An Application with Content Analysis in Terms of Private Healthcare Institutions

Authors:

Emin Aksan | Nazmiye Ekinci

Publisher:

Süleyman Demirel University

Main Topics:

Sağlık Yönetimi

Journal:

Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.16 Issue 46, pp.602-614

Document Type:

Article

Publication Date:

5/2025

Document Language:

Turkish

Document ID (Org No.):

2001349129

pISSN:

1308-9552

Private Healthcare Institutions

Patient Complaints

Management

Hospital and Healthcare Management

Quality in Healthcare ServicesÖzel Sağlık Kurumları

Hasta Şikâyetleri

Yönetim

Hastane ve Sağlık Yönetimi

Sağlık Hizmetlerinde Kalite

Issues

Article Details

Authors: Emin Aksan | Nazmiye Ekinci

Publisher: Süleyman Demirel University

Main Topics: Sağlık Yönetimi

Journal: Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.16 Issue 46, pp.602-614

Document Type: Article

Publication Date: 5/2025

Document Language: Turkish

Document ID (Org No.): 2001349129

pISSN: 1308-9552

Issues

Authors:

Emin Aksan | Nazmiye Ekinci

Publisher:

Süleyman Demirel University

Main Topics:

Sağlık Yönetimi

Journal:

Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.16 Issue 46, pp.602-614

Document Type:

Article

Publication Date:

5/2025

Document Language:

Turkish

Document ID (Org No.):

2001349129

pISSN:

1308-9552