Özet:

The advancement of technology increases the expectations of patients and their relatives from hospitals. Complaints arising as a result of not meeting the expectations can now be conveyed through many channels for institutions. Due to the fact that negative experiences are shared more, complaint management policies and their effectiveness in complaint management are very important for institutions to achieve their image and sustainable success. Both the resolution and prevention of complaints create satisfaction. Successful complaint management policies are needed to effectively resolve complaints. In this study, gray relational analysis, one of the multiple decision-making techniques, was used to determine the effectiveness of the complaint management policies of private hospitals, which have an important place in the health sector. With the gray relational analysis, it is ensured that the degree of the relationship between each factor and the reference factor is determined. The data for ten institutions in the health sector were obtained from the website, which is the platform that enables the companies to come together with the customer complaints, and the official websites of the institutions. The five criteria considered in determining the effectiveness of complaint management policies in the study are the number of complaints, response time, satisfaction rate, thank-you rate and the number of communication channels. According to the results of the analysis made within the scope of these criteria, it is seen that Private Yüzyıl Hospital, Emsey Hospital, and Acıbadem Hospital are in the first three places.

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