COMMON COMPLAINTS OF PATIENTS AT FEU-NRMF MEDICAL CENTER FROM JANUARY - DECEMBER 2015

ABSTRACT: Advancement in technology and improvement in public education has increased awareness among patients and their families regarding their health conditions and treatment choices. This leads to a significant increase in complaints concerning the quality of health care service. Committed to the vision-mission of Far Eastern University-Nicanor Reyes Medical Foundation, the researchers started to classify the following domains namely, people's Skills, Technical Competence, and System. Departments of Property and Hi-Performance Maintenance Specialist Corporation received the highest complaints on Environment/Amenities, mostly concerning the welfare facilities and utilities. Grievances on People's Skills were most commonly caused by inappropriate attitude towards the patient and family by the Nursing Service/Chief Nurse Department. Delay in treating the patients comprises the majority of technical competence concerns, and this was most frequently committed by the Departments of Emergency Room and Nursing Service/Chief Nurse. Regarding complaints on System, Emergency Room Department has the most number mainly due to the delay in providing services.

Department of Community & Family Medicine