Frequency, Kind and Causes of Ccomplaints Registered by Nurses in Imam Reza Center in Kermanshah in 2016-2020

Background and aim: investigate the complaints raised by nurses in health care systems can clarify the weaknesses  to identify these weaknesses and provide ways to deal with them to solve these problems. The aim of the present study was to determine the frequency and type of complaints and related factors in the years 2016-2020in the Complaints Unit of Imam Reza (AS) Center in Kermanshah. Methods: This descriptive-analytical study was conducted in 1399 with a sample size of 222 cases. Data were collected by reviewing the complaints submitted by nurses to this unit. The data collection tool was a checklist including demographic information and the type of complaint submitted. The obtained data were analyzed by SPSS software version 16 using statistical tests including Chi-square and Kolmogorov–Smirnov test. Results: The most common complaints were verbal violence(27.8%) and patient dissatisfaction with the treatment process(22.6%), followed by physical violence(19.3%). Complaints were raised in the surgical and internal wards, nurses between the ages of 31 and 40, female nurses, nurses working in rotating shifts, people with a history of 0 to 10 years, and nurses with formal employment status. There was a significant relationship between the type of violence and the year of review of complaints, as well as between the type of complaint and shift work . Conclusion:  Considering that violence was one of the highest number of complaints raised by nurses, it is necessary to carry out the necessary planning and training in this field