The Survey of Hospitals Managers’ Attitude about Patient Complaints Investigating System in Hospitals Affiliated to Mashhad University of Medical Sciences

Document Type : Original Article


Patient Safety Research Center, Faculty of Medicine, Mashhad University of Medical Sciences, Mashhad, Iran.


Introduction: According to the importance of managers’ role in improving quality of health services, we performed this study to survey hospital managers attitude about patient complaints investigating system in hospitals affiliated to Mashhad university of Medical sciences in 2015.
Materials and Methods: This descriptive cross-sectional study was performed in 12 hospitals affiliated to Mashhad University of Medical Sciences. One questionnaire that we had confirmed the reliability and validity of that was used to assess hospitals managers’ attitude about patient complaints investigating system. Study population was all hospital managers in all levels. We studied them as census. Finally 130 completed questionnaires were analyzed with SPSS Version 16.
Results:20% of managers assessed the current status of patient complaints investigating system as improper. 35% of manager expressed not using information that derived from patients’ complaint as most defect in patient complaints investigating system. 60% of managers believed that the most impact of reinforcement patient complaints investigating system is improvement of services quality and system validity. Finally 56% of managers expressed staff dissatisfaction is the great reason for patient complaints.
Conclusion: According to the findings and relatively positive attitude of managers, it is necessary to organize a team for improving and revising patient complaints investigating system in each hospital. Also managers’ attention to staff satisfaction and their educational needs is important for reducing patient complaints.