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Volume 27, Issue 135, May 2023

Comparative analysis of patient complaints for medical care over the last 10 years

Anzhela Biduchak¹, Nataliya Hopko², Zhanetta Chornenka¹, Mohammad Wathek O Alsalama³, Diana Tymkul⁴

¹Аssociate Professor of the Department of Social Medicine and Public Health, Bukovynian State Medical University, Ukraine
²General Director of the State Institution Chernivtsi Regional Center for Disease Control and Prevention of the Ministry of Health of Ukraine, Ukraine
³Аssociate Professor of the Department of Internal Medicine, Physical Rehabilitation, Sports Medicine of Bukovynian State Medical University, Ukraine
⁴Аssociate Professor of the Department of Hygiene and Ecology of Bukovinian State Medical University, Ukraine

ABSTRACT

Background: As is known, the health and life expectancy of the population depend on many factors: The environmental situation, the quality of air, drinking water, food, as well as the quality of the provision of medical services in health care institutions. Even if the work of a medical institution is perfectly organized, it is still possible to receive a complaint from a patient. Accepting it correctly and navigating the legislation on this issue is almost an art. Methods: Using statistical and medical-epidemiological methods, an analysis of the database with appeals from citizens of the Ministry of Health of Ukraine during 2013-2022 was carried out. Results: The most frequent complaints of Ukrainian citizens over the past 10 years were analyzed in order to further create a base that will help health care organizations improve the monitoring of medical services and the organization of public education. Conclusion: Analysis of the population's complaints can and should become the basis for reforming the health care system.

Keywords: Complaints of the population, appeals of citizens, medical institutions