| Summary: | 碩士 === 國立臺灣大學 === 健康政策與管理研究所 === 101 === Background：
Since 1999, the Institute of Medicine (IOM) of Americian has published a set of quality care reports, indicating that the healthcare system faced many difficulties and proposing that the core value of current healthcare service is patient-centered care, which could be conducted to promote physician-patient relationship and improve health care outcome. In addition, patients make complaints when they are not satisfied with the healrh care service they receive.
Objectives：
The purposes of this study were to analyse patient complaints of the department of dentistry in a medical center located in northern Taiwan, to determine the frequency and nature of complaints, and further to explore the status quo of patient-centered care.
Methods：
The current study used Critical Incident Technique to analyze the patient complaints between 1 April 2008 and 31 December 2012. After excluding the complaints that were not readable or without complaint-related content, there were 238 patient complaints and 291 separate issues included in the analyses.
Results：
158 of the complaints (66.39%) were made by the patients themselves, and around 30% were made by their relatives. The verbal complaints were 55%, more than the written format (45%). About 73% of complaints were resolved by providing an explanation. The complaints consisted of 5 dimensions and 33 items. 115 issues were related to communication and 87 issues (29.90%) were related to treatment.
Conclusions：
The majority of patient complaints were related to communication and treatment. Common manner to response patient complaint is to provide an explanation. Therefore, staff training and the development of an electronic complaint management system to track patient complaints were recommended to improve health care quality and patient-centered care.
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