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Developing Healthcare Complaints Analysis Tool for Health System: A Cross-Sectional Study
Ali Vafaee Najar1, Damoon Gorji2, Hoorang Nazari Ardabili3
1Social Determinates of Health Research Center Mashhad University of Medical Sciences Mashhad Iran.
Health Science Reports
|January 14, 2025
Summary
This study developed the Healthcare Complaints Analysis Tool (HCAT) in Iran to improve accountability in public health. The tool aids in analyzing and classifying patient complaints within the healthcare system.
Area of Science:
- Health Services Research
- Public Health Policy
- Healthcare Management
Background:
- Healthcare complaints are crucial for accountability and public health.
- Iran's healthcare system requires a structured approach to managing patient grievances.
- Existing mechanisms for handling complaints need enhancement.
Purpose of the Study:
- To develop and localize the Healthcare Complaints Analysis Tool (HCAT) for the Iranian healthcare context.
- To establish a standardized method for analyzing healthcare complaints in Iran.
- To address the need for improved accountability in healthcare service delivery.
Main Methods:
- A comprehensive review of national and field studies was conducted.
- Expert localization of the HCAT was achieved using the Delphi technique.
- Patient complaints were extracted and classified according to the HCAT framework.
Main Results:
- The study identified key features of healthcare complaints in Iran.
- The localized HCAT provides a framework for classifying these complaints.
- A significant lack of mechanized systems for complaint registration, investigation, and analysis was observed.
Conclusions:
- Implementing the HCAT can lead to systematic coding and severity assessment of complaints.
- A standardized complaints system supports service monitoring and organizational learning.
- Mandatory reporting and a dedicated system are essential for improving healthcare quality and accountability.
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