ABSTRACT
Background: A complaint is defined as an expression of a dissatisfaction that requires subsequent responses at an important part of the quality of care. This study aims 10 determine the rate and underlying causes of complaints in three training hospitals Materials and Methods: this was a prospective study in 363 written complaints were registered in a one year form from march 2007 to march 2009. Data collected from patients' complaint forms of inpatients and out patients. All reregistered complaints were analyzed by SPSS software. Results: based on results, there were w 363 formal complaints in general. About 20% of complaints belong to outpatients and the rest of them came from in patients admission. The orthopedic ward had the highest rate of complains [246%]. The main complaint reasons were delay in appointments or cancellations [29.7 %], followed by failure in communication /[24%], dissatisfaction in care delivered [21.4%], and facilities [8.3%]. Out of all complaints 62.1% were belong to physicians followed by nurses [10.2%]. The complaints were resolved at first stage of local resolutions through explain or apologize was 59.1%. The median of compliant time management was two days in which 51.7% of all complaints resolved in less than two days. Conclusion: since appointments delays of cancellation and poor communication were the most complaint issue in this study. Intervention strategies should be considered in this area. Sharing the outcomes of complaints among hospitals might be recognizing in common deficient areas that should be implemented to strategic planning