Complaints management system in hospitals of selected countries and Iran

The performance of the complaint management system in hospitals has a significant effect on the quality of services in the health system and improving client satisfaction. The aim of this study was to compare the complaint management system in hospitals of selected countries in order to identify the shortcomings in the complaint management system in Iranian hospitals.

In this study, first some basic information related to the three areas of grievance management system (executive structure; executive mechanism and control mechanism) by referring to the websites of organizations related to the health system of selected countries (Australia, USA, UK, South Africa). , Turkey) and Iran were collected. Attempts were made for each country to ask questions to guide the text review in 3 dimensions of the executive structure; Executive mechanism and control mechanism to be answered. For this purpose, Persian keywords and their English equivalents such as Executive structure, Executive mechanism and Control mechanism were used.

The current situation of the complaint management system in Iranian hospitals in comparison with selected countries creates challenges in improving the quality of services and client satisfaction. Compared to Iran, the patient complaints management system in the studied countries is more defined and coherent in terms of relevant laws and regulations, executive structure, review process, response rate, dissemination of information and statistics, system evaluation and control.

The grievance management system in Iranian hospitals faces several challenges in structure, implementation and control. Modeling the grievance management system of successful countries and its localization, leads to the reform and strengthening of the grievance management system in Iranian hospitals and provides the basis for improving the quality of services and patient satisfaction. Keywords: Complaint, Complaints Management, Hospital, Patient