بررسي علل ناخشنودي بيماران از بيمارستان هاي دولتي استان مازندران

Causes of patient dissatisfaction of puplic hospitals in Mazandaran province

Background: Today, hospital management monitoring is considered as a very important measure to improve the quality of hospital services. For years this process in the worldʹs most prestigious medical centers takes place but unfortunately we have not much experience and a comprehensive review of articles in persian language about the causes and extent of public dissatisfaction with hospital patients. In order to achieve this goal we decided to do these reviews in Mazandaran province. Methods: The study population included all referrals to public hospitals in Mazandaran province in the first half of2009. Information achieved in two forms: active (referred to public hospital patients discharged from six cities of the province Behshahr, Sari, Qaemshahr,, Nour, Ramsar and Chalus, randomly, based on questionnaires) and inactive (review complaints sent to Mazandaran University of medical Sciences) were collected. Findings: In this study, the overall prevalence of 0.12 per thousand complaints has been referred. Totally, 1.57 in 1000 patients admitted in the government centers began to complain in writing. 70% of applicants were male and others were female. Totally, of complaints received from the governmental hospital. According to the questionnaires it was found that most patients expect from health systems to provide welfare issues and deal properly with them. Overall, 61% of written complaints and 29% of oral complains were because of financial problems - to obtain the money out of tariffs bribe. Conclusion: The expectation of patients from hospitals and welfare needs mainly to create peace and respect by staff and medical staff even though in the absence of supply, They usually do not complain. Complaints are raised mainly when the patient s injury or economic life is entered. Therefore, if there is not any discussion on dissatisfaction with the form of a formal complaint, itʹs not the concept of integrity.