Özet:

Purpose: This study aims to investigate the complaints made by a patient or a patient’s neighbor about an university hospital in the province of Istanbul. Method: This qualification study, which is based on the document review model, examined 89 complaints from the period of August 2018-2019, using the content analysis method. The complaint data of the relevant hospital was collected through the portal sikayetvar.com. Reader vd to classify the collected complaint data in a way that will make sense. The taxonomy of complaints developed by (2014) was used. Data identifying statistics (n, %, average) are calculated using the Microsoft Excel Office program. The findings: Most complaints have been found to be made by women patients to the clinic. The online complaint portal estimates that the complaints related to the hospital have been viewed an average of 6,303 times. When the complaints addressed from a taxonomic point of view are assessed, the patient and the patient's relatives have a lot of problems with the main topic of the complaint management, the category's corporate problems, the subcategory's access and patient acceptance problems, and the topic is dating problems. The result: In general, it is concluded that the hospital is operating with low patient satisfaction (20%) and that the service providers are not concerned enough with the complaints. It is important for the hospital management to identify the main causes under the appointment problems and to implement action plans to solve this problem. Compliance with these plans can facilitate the healing of the low patient satisfaction rates in the hospital.

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