HASTA ŞİKÂYET BAŞVURU İÇERİKLERİNİN İNCELENMESİ: İSTANBUL İLİ DEVLET HASTANESİ ÖRNEĞİ

The aim of this study is to examine the patient complaint application contents in a public hospital in Istanbul Province between January and December 2016 and to evaluate the results obtained by using statistical methods. The main focus of health institutions is to meet the needs of patients. It is extremely difficult to keep the satisfaction levels of the patients satisfied. In this context, the causes of the patient complaints and how to solve them is the main instrument of the study. In this study, the patient complaint application contents of a state hospital in Istanbul were evaluated and the data were evaluated by using descriptive statistical methods such as frequency and percentage. The first (60,12%) and the second (43,45%) patients were admitted to the outpatient unit. When the applications of the patients were examined, the first complaint (43.35%) and the second (38.08%) were the most serious problems in the six-month period. When the data related to the occupational group with the highest number of complaints are examined, the first (35.27%) and the second (43.4%) are the occupational group physicians who are subject to the highest number of complaints in six months. Considering the positive and negative critiques by the patients, it is thought that studies should be carried out in order to improve the health system, to provide an effective health service and to ensure patient satisfaction.