A Survey on the Extent and Causes of Patients Complaints in Hospitals and Medical Centers Affiliated of Beheshti University of Medical Sciences

Patient's complaints of the medical system could identify weaknesses and provide better opportunities to meet the patients needs. This study aimed to analysis the extent and causes of patient’s complaints on hospitals and medical centers affiliated of Beheshti University of medical sciences in 2013. This study was a retrospective descriptive study and performed from 01.04.2013 to 11.03.2014 on patient complaints in hospitals and medical centers affiliated of Shahid Beheshti university of medical sciences. The study population were consist of all hospitals, clinics, surgical centers, and offices. Data collection was done by a checklist of hospital data. All complaints recorded whether written, verbal or on a phone. Hospital complaints were reviewed and data analysis was done by Excel software. The results showed that 2619 centers of 22981 have been visited on the past years. The highest incidence of patient complaints were detected in the second quarter amounted to 212 cases and the lowest rate in the third quarter. The highest level of patient complaints (61%) was receiving funds outside the tariff. Other causes of patient complaints in order of frequency are: delays in the delivery of health care services (14%), medical centers illegally or without authorization (13%), dissatisfaction with medical staff (6.6%) complained of side effects of treatment (2.8%). Investigation of patient complaints is essential to an organization. Associated Factor with the healthcare providers treatment was the main cause of the patient compliance. In addition, hospital treatment must comply with the principle of respect for patient and professional and technical rules to control patient compliance rates.