Abstract:

The main purpose of this research is to examine the complaints made to a private hospital in the Aegean Region. Complaint data in the research, which covers the last 5 years (2018-2022), were obtained from www.sikayetvar.com, an online complaint portal, between 01-07 December 2022. Although a total of 67 complaint texts were accessed during this period, 46 complaints were analyzed due to the resolution of 21 complaints. Netnography and content analysis methods were used together in the study. A patient/patient relative complaint taxonomy developed by Reader et al. (2014) was used to classify the obtained complaint data. It was determined that 47.8% of the complaints were made in 2022. It was determined that 32.6% of the complaints were made by male patients and 28.3% by male patient relatives. It was determined that the complaints were in the themes of Management (52.2%), Clinic (32.6%) and Relations (15.2%), respectively. The most common complaints in the management theme were “Institutional Problems” (n=12) and “Timing and Access” (n=12); in the clinical theme, “Quality” (n=8) and “Patient Safety (n=7)”; In the theme of relationships, it has been revealed that it is in the categories of “Humanity and Caring” (n=4) and “Communication” (n=3). It was concluded that the issue most frequently complained about by the patients and their relatives was the Delays (length of waiting times) subject related to the Management theme. It is thought that the results of the research will be beneficial to private health enterprises in terms of reducing complaints.

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