Dissatisfaction about various services provided by the hospital in various areas

Bringing up the complaint by the patient/patient’s family/staff members

Is the complaint brought up during business hours?

Yes

No

Visiting the complaint management office located at the ground floor (internal line 125) or delivering a written complaint to the complaint box

Filling the complaint form and providing an explanation to the complaining party by the complaint management staff

Visiting the supervisor office located at the second floor (internal line 114)

Investigating and handling the complaint by the shift supervisor 

Providing the complaining party with explanation and feedback by the shift supervisor

Is the complaining party satisfied?

No

Yes

Recording the complaint and actions taken at the supervisor’s report log by the shift supervisor

Prioritizing the complaint, providing a complaint code and timeframe and method of response to the complaining party by the complaint management staff

Negotiating with the hospital management regarding the complaints and following up on necessary actions by the complaint management staff

Providing the complaining party with the results and feedback in writing/in person/by phone by the complaint management staff

Archiving the documents and evidences related to the complaint at the complaint log by the complaint management staff

Holding customer satisfaction plan committee meeting, investigating the complaints and their results every two months and approving the necessary corrective actions by the customer satisfaction plan committee

Communicating the committee approvals to the relevant authorities for implementation and removing any shortcomings resulting in complaints