Abstract:

Complaints arising from not meeting customer expectations should be effectively managed in terms of product and service development efforts of the institutions and their efforts to exist in a competitive environment. Strategically, the complaint management teams within the institutions are important strategic units that will carry companies forward, understanding customer expectations and creating effective customer experience by developing appropriate solutions. With the effect of the developing technological structure, socio-economic structure and pandemic process, the complaints conveyed by the institutions and patients serving in the health sector, which covers a significant part of the service sector, are also very critical. Patients and their relatives have high expectations from healthcare institutions, and they can convey their complaints through different channels in this area. In this qualitatively designed study, the data transmitted for twelve private hospitals were obtained from the site where complaints were conveyed, namely sikayet.var, and content analysis was performed. In the study, 30% of the complaints submitted for hospitals were made for pricing. The issue mentioned after the wage issue was the complaints about services at a rate of 28%. When we look at the sub-themes of complaints about wages, the most frequently conveyed sub-themes were the high fee for treatment and examinations at the rate of 47%, the disruption in treatment at the rate of 67% for the services provided, and the indifference at the rate of 56% in matters related to the personnel.

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