Patient Voices in Healthcare Quality: A Structured Analysis of Complaints in a Secondary Care Hospital in Pakistan

Objective: This study categorizes and examines complaints in a secondary care hospital in Pakistan to identify priority areas for quality improvement. Materials and Methods: Patient complaints from 2018 to mid-2024 were reviewed and categorized using the Readers taxonomy, which organizes grievances into Clinical, Management, and Relationships domains. The data excluded 2020 and 2021 due to records unavailability. Results: A total of 211 complaints were collected, with a complaint rate of 1.02 per 10,000 encounters. Complaints were categorized into Management (43.1%), Relationships (39.8%), and Clinical (17.1%) domains. Key issues included institutional delays, staff attitudes, and care quality. Among the 137 complaints with resolution data, 73.7% were resolved, primarily through patient information provision and staff training. Conclusion: Structured analysis of patient complaints reveals key areas for targeted improvements. Recommendations include process streamlining, communication training, and enhanced safety protocols, with the aim to provide patient-centered care.