Journal of Medical Council of Iran
Volume 43, Issue 4 (2025)
jmciri 2025, 43(4): 66-73 |
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Ethics code: IR.IUMS.REC.1404.331
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Najafipoor Moghadam F, Tavakoli N, Haiat Shahi R S, Karamlo M, Noee Dehshal R, Ghoolipoor M R, et al . Studying the Components of Complaints Received from Centers Affiliated to the Treatment Supervision Department of the Iran University of Medical Sciences in 2023. jmciri 2025; 43 (4) :66-73
URL: http://jmciri.ir/article-1-3402-en.html
URL: http://jmciri.ir/article-1-3402-en.html
Fatemeh Najafipoor Moghadam 
, Nader Tavakoli , Reihane sadat Haiat Shahi , Mehdi Karamlo , Roghieh Noee Dehshal , Mohamadrezaad Reza Ghoolipoor , Rohe din Souri , Ehsan Mazaheri , Forogh Torabian
, Nader Tavakoli , Reihane sadat Haiat Shahi , Mehdi Karamlo , Roghieh Noee Dehshal , Mohamadrezaad Reza Ghoolipoor , Rohe din Souri , Ehsan Mazaheri , Forogh Torabian
The Expert Staff in Treatment Supervision Department, Iran University of Medical Sciences and Health Services, Tehran, Iran
Abstract: (12 Views)
Abstract
Background: Complaints are expressions of dissatisfaction that can be followed up on and are a valuable source for identifying deficiencies and improving the process of providing care and treatment services. This study was conducted to investigate complaints received in 2023 in the Treatment supervision department of Iran University of Medical Sciences.
Methods: This study is a retrospective, descriptive-analytical, qualitative and applied study. The statistical population includes educational and treatment centers, limited surgery, offices, work offices and others received from centers affiliated to the Treatment supervision Department of Iran University of Medical Sciences. Registered information from written, oral and telephone complaints and registered in the Treatment supervision department was received in 2023 (N=4066). The data were classified and coded with descriptive-analytical statistics and expert opinion, and the results were presented in the form of a frequency table.
Results: The frequency of complaints included: hospitals (32%), offices (26%), unauthorized centers (20%), clinics (8%), substance abuse treatment centers (MMT) (4%), dentistry (4%), limited surgery centers (3%), and offices and other centers (3%). In a qualitative study with the opinions of experts, the central coding included financial categories (non-use of card readers, excess costs and induced demand), treatment method (treatment process, refusal to accept the patient, cancellation of surgery, referral to a private office or other center), method of providing services (non-provision of documentation, acceptance of insurance and treatment), welfare facilities (dissatisfaction, ventilation), visit services (non-registration of electronic prescriptions, dissatisfaction with the method of visiting and scheduling, absence of a psychologist), infection control (non-compliance with standards hygiene, infection control), unauthorized activity (center and the person without qualification and lack of advertising license), privacy, compliance plan (lack of the compliance plan and privacy and professional cover) and medicine and equipment (sale of medicine, defective facilities and equipment, referral for medicine and equipment and failure to deliver medicine) were identified.
Conclusion: It is necessary to take effective measures to improve the supervision of the centers’ activities in terms of licensing, professional competence, and the provision of safe care and treatment services, and visiting services to improve the satisfaction and respect of clients.
Background: Complaints are expressions of dissatisfaction that can be followed up on and are a valuable source for identifying deficiencies and improving the process of providing care and treatment services. This study was conducted to investigate complaints received in 2023 in the Treatment supervision department of Iran University of Medical Sciences.
Methods: This study is a retrospective, descriptive-analytical, qualitative and applied study. The statistical population includes educational and treatment centers, limited surgery, offices, work offices and others received from centers affiliated to the Treatment supervision Department of Iran University of Medical Sciences. Registered information from written, oral and telephone complaints and registered in the Treatment supervision department was received in 2023 (N=4066). The data were classified and coded with descriptive-analytical statistics and expert opinion, and the results were presented in the form of a frequency table.
Results: The frequency of complaints included: hospitals (32%), offices (26%), unauthorized centers (20%), clinics (8%), substance abuse treatment centers (MMT) (4%), dentistry (4%), limited surgery centers (3%), and offices and other centers (3%). In a qualitative study with the opinions of experts, the central coding included financial categories (non-use of card readers, excess costs and induced demand), treatment method (treatment process, refusal to accept the patient, cancellation of surgery, referral to a private office or other center), method of providing services (non-provision of documentation, acceptance of insurance and treatment), welfare facilities (dissatisfaction, ventilation), visit services (non-registration of electronic prescriptions, dissatisfaction with the method of visiting and scheduling, absence of a psychologist), infection control (non-compliance with standards hygiene, infection control), unauthorized activity (center and the person without qualification and lack of advertising license), privacy, compliance plan (lack of the compliance plan and privacy and professional cover) and medicine and equipment (sale of medicine, defective facilities and equipment, referral for medicine and equipment and failure to deliver medicine) were identified.
Conclusion: It is necessary to take effective measures to improve the supervision of the centers’ activities in terms of licensing, professional competence, and the provision of safe care and treatment services, and visiting services to improve the satisfaction and respect of clients.
Type of Study: Research |
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