Özet:

The main purpose of the study is to examine e-complaints made against public, private and foundation university hospitals affiliated with the Turkish Ministry of Health and evaluate the findings. Document analysis, one of the qualitative research methods, was used in the study. In the study, content analysis method was used to evaluate the data collected through sikayetvar.com portal. When the subcategories of the complaints are examined, the complaints with the highest frequency in the Ministry of Health hospitals are, in order: delays in service (26.4%), lack of testing and delayed results (23%), and access to care (18.1%); In private hospitals; staff behavior (33.1%), service care quality (22.4%) and finance (19.9%); In foundation university hospitals; It was determined that these were personnel behavior (38.3%), service care quality (27.7%) and finance (25.5%). In the complaints reported by patients and their relatives, the most frequently described emotions in the relevant complaints were victimization, indifference and anger in the Ministry of Health, private and foundation university hospitals; conclusion has been reached. In line with the results; It may be recommended that hospitals create a proactive complaint management system to resolve complaints and review the pricing policies of private and foundation university hospitals in order to prevent the feelings of victimization, indifference and anger felt by health consumers.

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