Patient Complaints – Tool For Improving Service Quality In Hospitals

Vesna Čerfalvi () and Željka Benceković ()
Additional contact information
Vesna Čerfalvi: University Hospital Centre Sestre Milosrdnice
Željka Benceković: University Hospital Centre Sestre Milosrdnice

Poslovna izvrsnost/Business Excellence, 2017, vol. 11, issue 1, 63-69

Abstract: Patients’ rights are considered to be a standard of quality and an important goal of the University Hospital Sestre Milosrdnice. Therefore, special attention is given to patient complaints. During a twelve-month period at the University Hospital Sestre Milosrdnice, only 1.08 cases out of 10 000 cases of treatment was followed by an adequately received and processed complaint. 24% of the received complaints were related to the quality of patient-staff interaction, such as communication, 33% of complaints were related to treatment and patient care as well as medical documentation, 31% was related to the availability of medical care, while 6.7% of complaints was about the infrastructure and 5.3% about medical billing. Resolving the complaints and their justified causes should be effective and treated as a priority. The response to each complaint should be fast and handled in a friendly manner, while the complaint itself should be considered by the staff and management of the medical institution as a promotor of quality rather than a disciplinary tool.

Keywords: patients’ rights; complaints; hospital; quality (search for similar items in EconPapers)
Date: 2017
References: Add references at CitEc
Citations:

Downloads: (external link)
https://hrcak.srce.hr/file/269667 (application/pdf)
None

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:zag:busexc:v:11:y:2017:i:1:p:63-69

Access Statistics for this article

Poslovna izvrsnost/Business Excellence is currently edited by Tonći Lazibat

More articles in Poslovna izvrsnost/Business Excellence from Faculty of Economics and Business, University of Zagreb Contact information at EDIRC.
Bibliographic data for series maintained by Dario Dunković ( this e-mail address is bad, please contact ).