Evaluation of Patient and Patient Relative Complaints From the Perspective of Patient Rights

This study seeks to analyze patient and patient-relative grievances from a patient rights standpoint and to pinpoint significant issues in healthcare service provision. A qualitative research design was utilized, and data were gathered via an online grievance forum. The analysis encompassed 1,731 complaints from patients and their relatives. Concurrent thematic and content analysis methodologies were employed, resulting in the development of themes and subthemes derived from the Turkish Patient Rights Regulation. All analyses were performed utilizing NVivo software. The results reveal that grievances were mostly focused on the issue of the Right to Access Health Services. Principal concerns encompassed insufficient equitable access to care, protracted waiting periods, complications associated with costs, insurance, and authorization procedures, as well as challenges in obtaining services. Other commonly mentioned issues were a disregard for human dignity, inadequate information regarding health state, and communication difficulties with healthcare personnel. The amount of complaints about informed consent, privacy, and legal appeal rights was relatively low. In conclusion, the comprehensive examination of patient grievances uncovers substantial structural deficiencies concerning accessibility, financial practices, and patient-provider communication. These findings underscore the necessity to fortify patient rights-oriented policies, refine information and communication systems, and augment training programs centred on communication skills for healthcare personnel.