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Year 2015, Volume: 32 Issue: 1, 17 - 22, 01.01.2015

Abstract

References

  • 1. The Regulation of Patient Rights. Issued by Republic of Turkey Ministry of Health. Official Gazzette, Aug 1, 1998.
  • 2. Practice of patient rights in healthcare facilities. Issued by Republic of Turkey Ministry of Health, 2003.
  • 3. Turkish Institute for Statistics. Available from: http://www.tuik. gov.tr/Start.do
  • 4. Republic of Turkey, Ministry of Health. Annual Health Statistics. 2008, 2009, 2010, 2011. Available from: http://www.saglik. gov.tr
  • 5. Kline TJ, Willness C, Ghali WA. Predicting patient complaints in hospital settings. Qual Saf Health Care 2008;17:346-50. [CrossRef]
  • 6. Wong LL, Ooi S, Goh LG. Patients’ complaints in a hospital emergency department in Singapore. Singapore Med J 2007;48:990-5.
  • 7. Ooi SB. Emergency department complaints: a ten-year review. Singapore Med J 1997;38:102-7.
  • 8. Taylor DM, Wolfe R, Cameron PA. Complaints from emergency department patients largely result from treatment and communication problems. Emergency Medicine (Fremantle) 2002;14:43-9. [CrossRef]
  • 9. Daniel A, Burn R, Horarik S. Patients’ complaints about medical practice. Med J Aust 1999;170:598-602.
  • 10. Ozer N, Karaman OZ, Saritas S. Do patients treated in surgical clinics know their rights? Ataturk Universitesi Hemsirelik Yuksekokulu Dergisi 2009;12:19-28.
  • 11. Eksen M, Karadag N, Isikay C, et al. Determining the level of knowledge of patients on patient rights. IJHS 2004;1:2-13.
  • 12. Karabiyik I. Women employment in working life of Turkey. Marmara Universitesi IIBF Dergisi 2012;32:231-60.
  • 13. Jimenez-Corona ME, Ponce-De-Leon-Rosales S, Rangel-Frausto S, Mohar-Betancourt A. Epidemiology of medical complaints in Mexico: identifying a general profile. Int Journal for Qual in Health Care 2006;18:220-23. [CrossRef]
  • 14. Webb B. A study of complaints by patients of different age groups in an NHS trust. Nurs Stand 1995;9:34-7.
  • 15. Lim HC, Tan CB, Goh LG, Ling SL. Why do patients complain? A primary health care study. Singapore Med J 1998;39:390-5.
  • 16. Taylor DM, Wolfe RS, Cameron PA. Analysis of complaints lodged by patients attending Victorian hospitals, 1997-2001. Med J Aust 2004;181:31-5.
  • 17. Anderson K, Allan D, Finucane P. A 30-month study of patient complaints at a major Australian hospital. J Qual Clin Pract 2001;21:109-1. [CrossRef]
  • 18. Saracoglu GV, Tokuc B, Guler F, Gül H. Evaluation of patient rights practices in a developing country: the Edirne model for the implementation of patient rights in Turkey. J Med Ethics 2010;36:488-93. [CrossRef]
  • 19. Giugliani C, Gault N, Fares V, Jegu J, Trolli SE, Biga J, et al. Evolution of patients’ complaints in a French university hospital: is there a contribution of a law regarding patients’ rights? BMC Health Serv Res 2009;9:141-50. [CrossRef]
  • 20. Curka PA, Pepe PE, Zachariah BS. Incidence, Source, and nature of complaints received in a large, urban emergency medical services system. Acad Emerg Med 1995;2:508-12. [CrossRef]
  • 21. Wofford MM, Wofford JL, Bothra J, Kendrick SB, Smith A, Lichstein PR. Patient complaints about physician behaviours: a qualitative study. Acad Med 2004;79:134-8. [CrossRef]
  • 22. Bark P, Vincent C, Jones A, Savory J. Clinical complaints: A means of improving quality of care. Qual Health Care 1994;3:123-32. [CrossRef]
  • 23. Hunt MT, Glucksman ME. A review of 7 years of complaints in an inner-city Accident and Emergency Department. Arch Emerg Med 1991;8:17-23. [CrossRef]
  • 24. Manouchehri Moghadam J, Ibrahimipour H, Sari Akbari A, Farahbakhsh M, Khoshgoftar Z. Study of patient complaints reported over 30 months at a large heart centre in Tehran. Qual Saf Health Care 2010;19:e28.
  • 25. Hsieh SY. The use of patient complaints to drive quality improvement: an exploratory study in Taiwan. Health Serv Manage Res 2010;23:5-11. [CrossRef]
  • 26. Vinen J. Doctors beware: why a patient complains is not always what it seems. Emerg Med (Fremantle) 2002;14:9-11. [CrossRef] 27. Quinche F. Textual analysis of patients’ complaints in the

For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries

Year 2015, Volume: 32 Issue: 1, 17 - 22, 01.01.2015

Abstract

Background: In 2004, Patient Rights Units were established in all public hospitals in Turkey to allow patients to voice their complaints about services. Aims: To determine what violations are reflected into the complaint mechanism, the pattern over time, and patients’ expectations of the services. Study Design: Descriptive study. Methods: A retrospective study performed using the complaint database of the Istanbul Health Directorate, from 2005 to 2011. Results: The results indicate that people who are older than 40 years, women, and those with less than high school education are the most common patients in these units. A total of 218,186 complaints were filed. Each year, the number of complaints increased compared to the previous year, and nearly half of the applications were made in 2010 and 2011 (48.9%). The three most frequent complaints were “not benefiting from services in general” (35.4%), “not being treated in a respectable manner and in comfortable conditions” (17.8%), and “not being properly informed” (13.5%). Two-thirds of the overall applications were found in favour of the patients (63.3%), and but this rate has decreased over the years. Conclusion: Patients would like to be treated in a manner that respects their human dignity. Educating healthcare workers on communication skills might be a useful initiative. More importantly, health policies and the organisation of services should prioritise patient rights. It is only then would be possible to exercise patient rights in reality.

References

  • 1. The Regulation of Patient Rights. Issued by Republic of Turkey Ministry of Health. Official Gazzette, Aug 1, 1998.
  • 2. Practice of patient rights in healthcare facilities. Issued by Republic of Turkey Ministry of Health, 2003.
  • 3. Turkish Institute for Statistics. Available from: http://www.tuik. gov.tr/Start.do
  • 4. Republic of Turkey, Ministry of Health. Annual Health Statistics. 2008, 2009, 2010, 2011. Available from: http://www.saglik. gov.tr
  • 5. Kline TJ, Willness C, Ghali WA. Predicting patient complaints in hospital settings. Qual Saf Health Care 2008;17:346-50. [CrossRef]
  • 6. Wong LL, Ooi S, Goh LG. Patients’ complaints in a hospital emergency department in Singapore. Singapore Med J 2007;48:990-5.
  • 7. Ooi SB. Emergency department complaints: a ten-year review. Singapore Med J 1997;38:102-7.
  • 8. Taylor DM, Wolfe R, Cameron PA. Complaints from emergency department patients largely result from treatment and communication problems. Emergency Medicine (Fremantle) 2002;14:43-9. [CrossRef]
  • 9. Daniel A, Burn R, Horarik S. Patients’ complaints about medical practice. Med J Aust 1999;170:598-602.
  • 10. Ozer N, Karaman OZ, Saritas S. Do patients treated in surgical clinics know their rights? Ataturk Universitesi Hemsirelik Yuksekokulu Dergisi 2009;12:19-28.
  • 11. Eksen M, Karadag N, Isikay C, et al. Determining the level of knowledge of patients on patient rights. IJHS 2004;1:2-13.
  • 12. Karabiyik I. Women employment in working life of Turkey. Marmara Universitesi IIBF Dergisi 2012;32:231-60.
  • 13. Jimenez-Corona ME, Ponce-De-Leon-Rosales S, Rangel-Frausto S, Mohar-Betancourt A. Epidemiology of medical complaints in Mexico: identifying a general profile. Int Journal for Qual in Health Care 2006;18:220-23. [CrossRef]
  • 14. Webb B. A study of complaints by patients of different age groups in an NHS trust. Nurs Stand 1995;9:34-7.
  • 15. Lim HC, Tan CB, Goh LG, Ling SL. Why do patients complain? A primary health care study. Singapore Med J 1998;39:390-5.
  • 16. Taylor DM, Wolfe RS, Cameron PA. Analysis of complaints lodged by patients attending Victorian hospitals, 1997-2001. Med J Aust 2004;181:31-5.
  • 17. Anderson K, Allan D, Finucane P. A 30-month study of patient complaints at a major Australian hospital. J Qual Clin Pract 2001;21:109-1. [CrossRef]
  • 18. Saracoglu GV, Tokuc B, Guler F, Gül H. Evaluation of patient rights practices in a developing country: the Edirne model for the implementation of patient rights in Turkey. J Med Ethics 2010;36:488-93. [CrossRef]
  • 19. Giugliani C, Gault N, Fares V, Jegu J, Trolli SE, Biga J, et al. Evolution of patients’ complaints in a French university hospital: is there a contribution of a law regarding patients’ rights? BMC Health Serv Res 2009;9:141-50. [CrossRef]
  • 20. Curka PA, Pepe PE, Zachariah BS. Incidence, Source, and nature of complaints received in a large, urban emergency medical services system. Acad Emerg Med 1995;2:508-12. [CrossRef]
  • 21. Wofford MM, Wofford JL, Bothra J, Kendrick SB, Smith A, Lichstein PR. Patient complaints about physician behaviours: a qualitative study. Acad Med 2004;79:134-8. [CrossRef]
  • 22. Bark P, Vincent C, Jones A, Savory J. Clinical complaints: A means of improving quality of care. Qual Health Care 1994;3:123-32. [CrossRef]
  • 23. Hunt MT, Glucksman ME. A review of 7 years of complaints in an inner-city Accident and Emergency Department. Arch Emerg Med 1991;8:17-23. [CrossRef]
  • 24. Manouchehri Moghadam J, Ibrahimipour H, Sari Akbari A, Farahbakhsh M, Khoshgoftar Z. Study of patient complaints reported over 30 months at a large heart centre in Tehran. Qual Saf Health Care 2010;19:e28.
  • 25. Hsieh SY. The use of patient complaints to drive quality improvement: an exploratory study in Taiwan. Health Serv Manage Res 2010;23:5-11. [CrossRef]
  • 26. Vinen J. Doctors beware: why a patient complains is not always what it seems. Emerg Med (Fremantle) 2002;14:9-11. [CrossRef] 27. Quinche F. Textual analysis of patients’ complaints in the
There are 26 citations in total.

Details

Other ID JA66NZ33NU
Journal Section Research Article
Authors

Gülsüm Önal This is me

M. Murat Civaner This is me

Publication Date January 1, 2015
Published in Issue Year 2015 Volume: 32 Issue: 1

Cite

APA Önal, G., & Civaner, M. M. (2015). For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries. Balkan Medical Journal, 32(1), 17-22.
AMA Önal G, Civaner MM. For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries. Balkan Medical Journal. January 2015;32(1):17-22.
Chicago Önal, Gülsüm, and M. Murat Civaner. “For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries”. Balkan Medical Journal 32, no. 1 (January 2015): 17-22.
EndNote Önal G, Civaner MM (January 1, 2015) For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries. Balkan Medical Journal 32 1 17–22.
IEEE G. Önal and M. M. Civaner, “For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries”, Balkan Medical Journal, vol. 32, no. 1, pp. 17–22, 2015.
ISNAD Önal, Gülsüm - Civaner, M. Murat. “For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries”. Balkan Medical Journal 32/1 (January 2015), 17-22.
JAMA Önal G, Civaner MM. For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries. Balkan Medical Journal. 2015;32:17–22.
MLA Önal, Gülsüm and M. Murat Civaner. “For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries”. Balkan Medical Journal, vol. 32, no. 1, 2015, pp. 17-22.
Vancouver Önal G, Civaner MM. For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries. Balkan Medical Journal. 2015;32(1):17-22.