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Patient Complaints as a Feedback Channel between the Population and the Healthcare System: The Example of the Nizhny Novgorod Region
https://doi.org/10.35627/2219-5238/2025-33-6-18-24
Abstract
Introduction: Public complaints to higher authorities serve as a dialogue between citizens and government agencies.
Objective: Based on the comparative analysis of health care appeals from the regional population compiled with a fifteen-year time interval, to investigate the development of this feedback channel between the patient and the healthcare system and to establish the main reasons for health care complaints.
Materials and methods: We examined and compared 4,536 health care appeals received by the Ministry of Health of the Nizhny Novgorod Region in 2005–2006 and 32,982 appeals received in 2020–2021.
Results: In 2021, the numbers of appeals and complaints were 7.3 and 4.0 times higher than in 2006, respectively. The percentage of complaints to total appeals decreased from 8.5 % in 2006 to 4.6 % in 2021. The most frequent complaints were those of outpatient departments (34.3 % and 41.2 %) and health care quality (24.2 % and 22.6 %) in the years 2006 and 2021, respectively.
Conclusions: The comparison of written health care appeals of the population filed with a fifteen-year time interval indicates the growing popularity of this feedback mechanism in communication between patients and health authorities. The proportion of complaints that are part of a total number of appeals increased but their reasons remained unchanged: health services in outpatient department (primary health care) and health care quality.
About the Authors
A. V. Reshetnickov
I.M. Sechenov First Moscow State Medical University
Russian Federation
Russian Federation
Andrei V. Reshetnickov - Academician of the Russian Academy of Sciences, Dr. Sci. (Med.), Dr. Sci. (Sociol.), Professor, Head of the Department of Sociology of Medicine, Health Economics and Medical Insurance, Director of Institute of Social Sciences
Bldg 2, 8 Trubetskaya Street, Moscow, 119048
T. V. Romanova
Privolzhsky Research Medical University
Russian Federation
Russian Federation
Тatyana V. Romanova - Cand. Sci. (Med.), Head of the Department of Public Health and Healthcare
10/1 Minin & Pozharsky Square, 603005, Nizhny Novgorod
O. P. Abaeva
I.M. Sechenov First Moscow State Medical University; Volga District Medical Center
Russian Federation
Russian Federation
Olga P. Abaeva - Dr. Sci. (Med.), docent; Professor, Department of Sociology of Medicine, Health Economics and Medical Insurance; Deputy Director for Science and Professional Training
Bldg 2, 8 Trubetskaya Street, Moscow, 119048
2 Nizhny-Volzhskaya Embankment, Nizhny Novgorod, 603001
N. V. Prisyazhnaya
I.M. Sechenov First Moscow State Medical University
Russian Federation
Russian Federation
Nadezhda V. Prisyazhnaya - Cand. Sci. (Sociol.), docent; Deputy Director for Science, Institute of Social Sciences
Bldg 2, 8 Trubetskaya Street, Moscow, 119048
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Review
For citations:
Reshetnickov A.V., Romanova T.V., Abaeva O.P., Prisyazhnaya N.V. Patient Complaints as a Feedback Channel between the Population and the Healthcare System: The Example of the Nizhny Novgorod Region. Public Health and Life Environment – PH&LE. 2025;33(6):18-24. (In Russ.) https://doi.org/10.35627/2219-5238/2025-33-6-18-24
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