15 International Journal of Health System and Disaster Management | Vol. 3 | Issue 1 | Jan-Mar 2015 Patient complaint’s profile in a teaching hospital Alireza Jabbari, Marzieh Jafarian Jazi 1 , Elahe Khorasani 2 , Raja Mardani 3 , Maryam Mofid 4 Health Management and Economics Research Center, Isfahan University of Medical Sciences, Isfahan, Iran, 4 Student Research Committee, Isfahan University of Medical Sciences, Isfahan, Iran, 1 Research Center for Modeling in Health, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran, 2 Medical Informatics Research Center, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran, 3 Research Center for Health Services Management, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran Abstract Introduction: Introduction: Patient satisfaction represents the physician and medical staff ’s competence and shows the observance of patient’s rights and as well the quality of treatment and complaint is expressing dissatisfaction, which requires the accountability and auditing. Now-a-days complaint handling is considered as an essential part of the health care system to promote health standards. Because complaint handling constitutes identifying the main causes of the problem, organizing performances and identifying reliable sources to find the reason of the complaint. In this study, the researchers intend to identify the sources, people, subjects of the complaints and the action taken in this regard in a teaching hospital in Isfahan. Methods: Methods: This paper is a descriptive cross-sectional study. The population of the study has been all the cases that have referred to the hospital’s complaints unit. For data collection, we observed and checked the existing documents in complaints unit that due to the problems with data recording only the data related to 4 months of the year 2012 and those related to 1 month of 2013 were investigated. Results: Results: On the basis of the results of this study, it can be demonstrated that the major subject of complaints has been the issues of public concerns and welfare of the hospital and the hospital’s service quality. Most complaints filed by the patients and their families has been about the physicians and the hospital staff that finally, most of them have been settled in the complaints unit and in the next steps, raising complaint were not reasonable. Conclusion: Conclusion: According to the results it can be said that by detecting the subjects, resources, and people that have been complaining about in the hospital, weaknesses in providing the services were identified and by regarding them they can improve the service providing. Moreover, by sharing the findings from various hospitals, different experiences in this context can be utilized. Key words: Complaint, Iran, patient satisfaction, patient’s rights, teaching hospital Introduction According to the theories of modern management, the principle of customer focus and applicants’ satisfaction is considered as one of the main orientations. In administrative systems, peoples’ satisfaction of government is considered as one of the main indicators to measure the efficiency and the development and also components such as service quality, how to handle and deal with clients and proper informing are the factors that triggers satisfaction of service recipients and governmental agencies’ clients. [1] However, the role of quality in the success and failure of organizations is so remarkable that only the organizations, which focus their institution’s activity on meeting customer demands and satisfying their needs at the lowest cost and highest quality have been able to survive. [2] Patients’ satisfaction and respecting their rights is an issue of concern in the health care system that is referred to as the Charter of Rights. [3] Parsapour et al. also conducting a field study on the attitude of doctors, nurses and patients about the necessity for patient’s rights, codified the draft of patient’s Charter of Rights. He affirmed the Charter by doing written and in-person surveys of experts and holding advisory workshops. [4] Patients as one of the most vulnerable social groups are exposed to the risk in terms of psychological, social and economic, and the international organization of human Original Article Access this article online Quick Response Code: Website: www.ijhsdm.org DOI: 10.4103/2347-9019.147139 Address for correspondence: Mrs. Maryam Mofid Health Services Management, Student Research Committee, Isfahan University of Medical Sciences, Isfahan, Iran. Email: mofid.maryam@yahoo.com [Downloaded free from http://www.ijhsdm.org on Friday, December 19, 2014, IP: 37.254.73.162] || Click here to download free Android application for this journal