Categories of complaints and their examples/definition
| Type of complaints | Examples or definitions |
| Waiting time | Long waiting list for surgery or other special procedures, waiting in outpatient departments, waiting for the first visit appointment |
| Admission/appointment issues | Lack of coordination in the admission process, restriction in inpatient or outpatient hospital capacity |
| Lack of access to clinical services | Any deficit in access to non-cardiac specialist and special health services for inpatients |
| Inadequate attention to patient | Inadequate attention to patients' scheduled care mostly by clinical staff |
| Ignoring the standards of clinical care | Missed or delayed diagnosis, inappropriate/ inadequate treatment, examination and investigation |
| General facilities deficit | Hospitality, sanitation, air conditioning, clothing, etc |
| Delay in delivery of general services | Delay in delivering services such as preparing medical reports, taking place medical procedures, special consults, etc |
| Communication failures | Rudeness or insensitive/inappropriate remarks, poor or inadequate communication including inadequate update on medical condition, inadequate attention to patients' wants, inadequate responsiveness |
| Breach of patient's rights | Breach of patient's rights such as respect, privacy, confidentiality, belongings, etc |
| Financial discount requesting | Requesting discount about patients' bill |
| Outcomes of complaints | Examples or definitions |
| Explanation offered and accepted | Cases in which the complainant has been convinced by the explanations of the complaint responder or the manager of the Quality Management Department about the conditions or limitations causing dissatisfaction and discontent |
| Verbal apology provided | Verbal apology to the complainant by the physician, nurse or other member of staff who has brought about the patient's discontent intentionally or unintentionally by inappropriate behaviour or in any other ways |
| Resolved by compensation | Compensating for the financial losses of the patient if the expert team accepts |
| Disapproved claim | Written complaints which are regarded as a disapproved or unreasonable claim after monitoring the manager of the Quality Management Department and investigations of the expert team |
| Unavoidable | Complaints for which, despite the fact that they are reasonable, no special decision has been made because of the facilities and conditions of the hospital and the nature of the complaint—for example, cancellation of a surgery due to the absence of the surgeon or delay in the hospitalisation of the patient due to unpredictable reasons such as a lack of adequate beds at that time |
| Correction in policy, process or procedure | Adopting some reforms in policies and processes in the hospital or in the way of performing activities in order to reduce the likelihood of complaints by patients |