E-COMPLAINING IN HEALTH SERVICES: A RESEARCH ON SİKAYETVAR.COM SHARES OF PATIENTS RELATED TO THE RADIOLOGY DEPARTMENT IN TURKEY

Abstract

E-COMPLAINING IN HEALTH SERVICES: A RESEARCH ON SİKAYETVAR.COM SHARES OF PATIENTS RELATED TO THE RADIOLOGY DEPARTMENT IN TURKEY ABSTRACT Purpose: The aim of this study is to examine the complaints made on the internet site complaint about radiology services in Turkey. The study also aims to determine a general profile of individuals who complain about their dissatisfaction with the radiology department to the competent authorities and to systematically examine the reasons for their complaints. Materials and Methods: In this retrospective study, complaints made to the sikayetvar.com website were examined using the content analysis method, which is a qualitative research method. The last 110 complaints about the radiology department in Turkey, made on the internet to bilgivar.com between July 2023 and August 2023, were included in the evaluation. 34 of these complaints were excluded from the study because they were sent to the wrong department, were insurance-related, and were unclear. Our study was conducted through the analysis of the remaining 76 complaints. Complaints made; They are classified according to gender, type of radiological procedure, results of the radiological procedure, whether it is a public or private hospital, whether they are inpatients, outpatients or emergency patients, satisfaction levels of the patients, number of views of the complaint and the subject of the complaint. Findings: The data obtained were obtained from Reader et al. (15) was analyzed by adopting a deductive approach with the text analysis method, which is one of the content analysis types, in line with the patient complaint taxonomy. It was determined that 51 (67.1%) of 76 complaints about radiology services were made by women and 25 (32.9%) by men. It was found that magnetic resonance (MRI) (27.1%), conventional radiology (24.3%) and computed tomography (20.0%) received significantly more complaints than all other radiological procedures. It was determined that the most complaints were about Management (97.37%) and Communication (98.68%) (Clinical 21.05%). Quality (97.37%), security (15.79%), timing and access (86.84%), and communication (98.68%) comprised almost all of the complaint categories. Delays (88.16%), communication breakdown (93.42%), quality of care (15.79%) and staff attitude (88.16%) were included in almost all complaint subcategories. No complaints were made regarding diagnostic errors or treatment. Conclusion: It is thought that the obtained results can guide healthcare business managers in effective complaint management and help improve patient satisfaction. Knowing the sources of patient dissatisfaction with radiology services can help reduce the number of patient complaints and improve patient care. Keywords: Health services, radiology, patient satisfaction, e-complaint