Evaluation of Complaints Notified to Private Hospitals in Ankara Province

Abstract

Depending on increasing interest in patient rights and innovations in medicine, the expectations of patients and value judgements change. This study aimed to examine the development process of private health services in Turkey and evaluate the problems and complaints about the services provided in these hospitals. In this context, the formal complaints to private hospitals in Ankara and applications made on the Internet were examined. The complaint data taken from the Ankara Provincial Health Directorate in 2013–2015 were analysed and 15 complaints were qualitatively examined. Evaluations were made by categorising the private hospitals and clinics and subcategories of data belonging to ‘sikayetvar.com.tr’, the biggest Internet complaint platform of Turkey. It was determined that the most problem was about wages, followed by patient rights, emergency services and medical errors. Most of the complaints in private hospitals were of doctors, and 57% of the complainants were women. Keywords: Hospitals, medical errors, patient rights, Turkey.