A Systematic Reviews of Healthcare Complaints in the Hospital of Iran Since 2006 to 2016
Subject Areas : medical documentsdamon Gorji 1 , Ali Vafaee Najjar 2 , Roghya Staji 3 , ٍElahe Hooshmande 4 *
1 - M.A Student Health Management, Mashhad University of Medical Science, Mashhad, Iran
2 - Associate Professor, Department of Health Management and Economics, Social Determinants of Health Research Center, Mashhad University of Medical Science, Mashhad, Iran
3 - M.A Student Health Management, Mashhad University of Medical Science, Mashhad, Iran
4 - Associate Professor, Department of Health Management and Economics, Social Determinants of Health Research Center, Mashhad University of Medical Science, Mashhad, Iran
Keywords: Healthcare, Complaint, Systematic Review, Dissatisfaction, Hospital, Analysis, Patient,
Abstract :
Introduction: The health complaint is an expression of dissatisfaction by patient or its family that is required to responding. This research is done to achieve the Portrait of country medical complaints in the last decade. Methods: In this systematic review by searching keywords in 6 knowledge base and to get help from Google search engine, articles in the field of health complaints in the period 1385 to 1395, were searched. The outcome of this search was 1270 Persian and English articles. Then the research team studied the title and abstracts and they removed 1120 irrelevant articles or without full text. In the next step, after the study of full texts, removed 131 duplicates or irrelevant with the issue. Eventually, research team achieved to the 19 articles that were completely relevant with the issue. Results: Generally, according to a specified pattern, highest percentage of the complaints were related to inappropriate behavior of medical staff and the lowest was related to costs. More than 60 percent of complaints were related to period 1390 to 1392. All complaints and registered articles were related to medical centers and hospitals affiliated to the Ministry of Health and medical education. Conclusions: Serious determination of health authorities about application of complaints as a tool to quality improve, can play a role in taking advantage of this great and valuable source of information to promotion health society.
1- Mirzaaghae F, Moeinfar Z, Eftekhari S, Rashidian A, Sedaghat M. A study of Complaints registered at three hospitals affiliated to Tehran University of Medical Sciences and Factors affecting on it from march 2007 to february 2009. Journal of Hospital, 2013; 10: 19-28.
2- WHO research team.The world health report 2000: World Health Organization; 2000.
3- Rubrichi S, Battistotti A, Quaglini S. Patients' involvement in e-health services quality assessment: a system for the automatic interpretation of SMS-based patients' feedback. Journal of biomedical informatics, 2014; 51: 8-41.
4- A S. Standards, attitudes and accountability in the medical profession. Lancet Infect Dis, 1985; 2(8454): 5467.
5- Jabbari A, Jazi MJ, Khorasani E, Mardani R, Mofid M. The share of adverse events from patients’ complaints. International Journal of Health System and Disaster Management, 2015; 3(1): 15.
6- Jabbari A, Khorasani E, Jafarian Jazi M, Mofid M, Mardani R. The profile of patients' complaints in a regional hospital. International journal of health policy and management, 2014; 2(3): 131-5.
7- Griffith JR, King JG. Championship management for healthcare organizations. Journal of Healthcare Management, 2000; 45: 1-17.
8- Mousavi A, Mousavi J, Causes of patient dissatisfaction of puplic hospitals in Mazandaran province. IJFM, 2010; 16(2): 127-133. [persian]
9- Zaboli R, Seyedjavadi M, Salari J, Aliaffje A. A Survey on the Extent and Causes of Patients Complaints in Hospitals and Medical Centers Affiliated of Beheshti University of Medical Sciences. Journal of Iran Forensic Medicine, 2014; 20: 193-199. [persian]
10- Chavan R PC, Sandramouli S, Formal complaints at an eye hospital: a three-year analysis. Clinical Governance: An International Journal, 2007; 12(2): 85-92.
11- Gillespie A, Reader TW. The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning. BMJ Quality & Safety, 2016; 26(4): 271-278.
12- Jackson SF, Fazal N, Gravel G, Papowitz H. Evidence for the value of health promotion interventions in natural disaster management. Health promotion international journal, 2016; 10(3): 12-18.
13- Lawton R, O'Hara JK, Sheard L, Reynolds C, Cocks K, Armitage G, et al. Can staff and patient perspectives on hospital safety predict harm-free care. An analysis of staff and patient survey data and routinely collected outcomes. BMJ Qual Saf, 2015; 24(6): 369-76.
14- Reader TW, Gillespie A, Roberts J. Patient complaints in healthcare systems: a systematic review and coding taxonomy. BMJ quality & safety, 2014; 23(8): 87-89.
15- Movahednia S, Partovishayan Z, Bastani M. Survey Of Complaints And Factors Affecting Them In Firoozgar Hospital. Journal of Payavard Salamat, 2014; 8(1): 25-33.
16- Gharaei H, Mousavi M, Rouhbakhsh ZM, Ghaempanah A. A Study of the Complaint of Patients Coming to the Emergency Ward of Khatam-ol-Anbia Eye Hospital Mashhad. Quarterly medical journal of mashhad university of medical sciences, 2010; 1: 26-32.
17- Akbari SKA, Mohammadi M, Kazemi M, Mahboubi M, Mirzaei S, Shafapey F. The most important types of complaints from educational health centers in Kermanshah Province. Advances in Environmental Biology; 2014: 1014-8.
18- Walshe K, Smith J. Healthcare management: McGraw-Hill Education (UK); 2011.
19- State unit of Health system reform. Health system reform in islamic republic of iran. ANDISHMAND, 2005; 5: 103.
20- Makarem J, Larijani B, Ghaderi S, Nayeri F, Mohammadpoor M. Patients' satisfaction with inpatient services provided in hospitals affiliated to Tehran University of Medical Sciences, Iran, during 2011-2013. Journal of Medical Ethics and History of Medicine, 2016; 9(1).
21- Parsapoor A, Bagheri A, Larijani B. Patient's rights charter in Iran. Acta medica Iranica, 2014; 52(1): 24-8.
22- Hooshmand E, Tourani S, Ravaghi H, Vafaee Najar A, Meraji M, Ebrahimipour H. Validating and determining the weight of items used for evaluating clinical governance implementation based on analytic hierarchy process model. International journal of health policy and management, 2015; 4(10): 645-51.
23- Rangraz Jeddi F, Haj Mohammad Hosseini A, Shaeri M. A Study on Patient Complaint Management in Hospitals Affiliated to Kashan University of Medical Sciences and Approaches for Improvement. Journal of Patient Safety & Quality Improvement, 2016; 4(3): 416-22.
24- Majdzadeh R. Health development plan. The National Institute for Health Research; 2015.
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1- Mirzaaghae F, Moeinfar Z, Eftekhari S, Rashidian A, Sedaghat M. A study of Complaints registered at three hospitals affiliated to Tehran University of Medical Sciences and Factors affecting on it from march 2007 to february 2009. Journal of Hospital, 2013; 10: 19-28.
2- WHO research team.The world health report 2000: World Health Organization; 2000.
3- Rubrichi S, Battistotti A, Quaglini S. Patients' involvement in e-health services quality assessment: a system for the automatic interpretation of SMS-based patients' feedback. Journal of biomedical informatics, 2014; 51: 8-41.
4- A S. Standards, attitudes and accountability in the medical profession. Lancet Infect Dis, 1985; 2(8454): 5467.
5- Jabbari A, Jazi MJ, Khorasani E, Mardani R, Mofid M. The share of adverse events from patients’ complaints. International Journal of Health System and Disaster Management, 2015; 3(1): 15.
6- Jabbari A, Khorasani E, Jafarian Jazi M, Mofid M, Mardani R. The profile of patients' complaints in a regional hospital. International journal of health policy and management, 2014; 2(3): 131-5.
7- Griffith JR, King JG. Championship management for healthcare organizations. Journal of Healthcare Management, 2000; 45: 1-17.
8- Mousavi A, Mousavi J, Causes of patient dissatisfaction of puplic hospitals in Mazandaran province. IJFM, 2010; 16(2): 127-133. [persian]
9- Zaboli R, Seyedjavadi M, Salari J, Aliaffje A. A Survey on the Extent and Causes of Patients Complaints in Hospitals and Medical Centers Affiliated of Beheshti University of Medical Sciences. Journal of Iran Forensic Medicine, 2014; 20: 193-199. [persian]
10- Chavan R PC, Sandramouli S, Formal complaints at an eye hospital: a three-year analysis. Clinical Governance: An International Journal, 2007; 12(2): 85-92.
11- Gillespie A, Reader TW. The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning. BMJ Quality & Safety, 2016; 26(4): 271-278.
12- Jackson SF, Fazal N, Gravel G, Papowitz H. Evidence for the value of health promotion interventions in natural disaster management. Health promotion international journal, 2016; 10(3): 12-18.
13- Lawton R, O'Hara JK, Sheard L, Reynolds C, Cocks K, Armitage G, et al. Can staff and patient perspectives on hospital safety predict harm-free care. An analysis of staff and patient survey data and routinely collected outcomes. BMJ Qual Saf, 2015; 24(6): 369-76.
14- Reader TW, Gillespie A, Roberts J. Patient complaints in healthcare systems: a systematic review and coding taxonomy. BMJ quality & safety, 2014; 23(8): 87-89.
15- Movahednia S, Partovishayan Z, Bastani M. Survey Of Complaints And Factors Affecting Them In Firoozgar Hospital. Journal of Payavard Salamat, 2014; 8(1): 25-33.
16- Gharaei H, Mousavi M, Rouhbakhsh ZM, Ghaempanah A. A Study of the Complaint of Patients Coming to the Emergency Ward of Khatam-ol-Anbia Eye Hospital Mashhad. Quarterly medical journal of mashhad university of medical sciences, 2010; 1: 26-32.
17- Akbari SKA, Mohammadi M, Kazemi M, Mahboubi M, Mirzaei S, Shafapey F. The most important types of complaints from educational health centers in Kermanshah Province. Advances in Environmental Biology; 2014: 1014-8.
18- Walshe K, Smith J. Healthcare management: McGraw-Hill Education (UK); 2011.
19- State unit of Health system reform. Health system reform in islamic republic of iran. ANDISHMAND, 2005; 5: 103.
20- Makarem J, Larijani B, Ghaderi S, Nayeri F, Mohammadpoor M. Patients' satisfaction with inpatient services provided in hospitals affiliated to Tehran University of Medical Sciences, Iran, during 2011-2013. Journal of Medical Ethics and History of Medicine, 2016; 9(1).
21- Parsapoor A, Bagheri A, Larijani B. Patient's rights charter in Iran. Acta medica Iranica, 2014; 52(1): 24-8.
22- Hooshmand E, Tourani S, Ravaghi H, Vafaee Najar A, Meraji M, Ebrahimipour H. Validating and determining the weight of items used for evaluating clinical governance implementation based on analytic hierarchy process model. International journal of health policy and management, 2015; 4(10): 645-51.
23- Rangraz Jeddi F, Haj Mohammad Hosseini A, Shaeri M. A Study on Patient Complaint Management in Hospitals Affiliated to Kashan University of Medical Sciences and Approaches for Improvement. Journal of Patient Safety & Quality Improvement, 2016; 4(3): 416-22.
24- Majdzadeh R. Health development plan. The National Institute for Health Research; 2015.