Impact of Complaints Management system effectiveness in the health services quality Case Study of Royal Care International Hospital (RCIH)

Abstract

This study aimed to evaluate the complaint management system procedure in Royal Care International Hospital, Where researcher used descriptive approach. The questionnaire was designed to collect the necessary data consisting of three dimensions include 20 phrases. The community study of hospital had been selected from staff of the hospital; the total number of staff is 215 peoples. The researcher used stratified random sample of data collection in the field where the total sample size of 100 peoples, the respondents were 80, the respond rate was 80%. Result of the study showed that there is positive impact of the effectiveness of complaints management system on improving health services quality, which leads to increase consumer satisfaction (patient), also showed that senior management commitment would affect a high degree in the effectiveness of complaints management system in the hospital, and awareness of the employees about their responsibility toward the complaints management system have a role in improving a health services quality. The study recommended the need of deploying the complaints management policy within the responsibility of the workers and staff, and the need of involving all staff in designing of complaints management system to enhance their awareness about how to deal with complaints in different situations, to improve service quality.