Patients’ complaints before and after implementation of health transformation plan

Objective (s): Monitoring patients’ complaints may improve hospital performance indicators and increase patient satisfaction. This study aimed to determine the causes of patients’ complaints in hospitals affiliated to Tehran University of Medical Sciences. This was a descriptive study. In all 1003 patients’ verbal, written or telephone registered complaints in 5 public and one-specialty hospitals before and after implementation of health transformational plan were collected and was analyzed to explore the data.. There was no any significant correlation between the number of patients’ complaints and the time of implementation of health transformational plan. However, there was significant correlation between patients’ status (P=0.01), hospitals professionals (P=0.001), dead or alive patients (P=0.001), and type of hospitalization (P=0.001) before and after implementation of health transformational plan. The findings showed that patients’ complaints from physicians and nurses increased after implementation of health transformational plan and thus may suggest that there is need to improve patient-physician communication. As such implementation of training course on communication for physicians, and nurses is recommended.