Razvrščanje pritožb pacientov ter razvijanje kazalnikov pritožb pacientov
DOI:
https://doi.org/10.4335/17.3.735-748(2019)Ključne besede:
pritožbe, uredbe na področju zdravstva, pravice pacientov, kazalniki pritožb pacientov, kakovost zdravstva, razvrščanjePovzetek
Na podlagi dejanskih pritožb pacientov smo presojali primernost merljivih osnovnih kriterijev za izbrane združene kazalnike pritožb pacientov. Ti kazalniki omogočajo, kot dokazuje raziskava, spremljanje in poročanje zabeleženih kršitev pravic pacientov. Podatke iz obdelanih kršitev pravic pacientov smo pridobili s pomočjo kvantitativne raziskave preko elektronskega obrazca za pritožbo, ki tvori sestavni del prototipa interaktivne programske rešitve. To rešitev smo uporabljali za pošiljanje in spremljanje pritožb pacientov zaradi kršitev svojih pravic. Na podlagi podatkov, pridobljenih iz anonimnih primerov (71 pritožb), ter izsledkov raziskave smo ugotovili, da so zabeleženi zahtevki za obdelavo kršitev pravic pacientov posledica: (1) neustreznega odnosa zdravstvenih delavcev (n = 38,03%), (2) neustreznega ravnanja zdravstvenih delavcev (n = 57,75%), ter (3) kasnejših posledic kršitev (n = 4,22%). Predlagani nabor kazalnikov pritožb pacientov lahko pomeni pomemben prispevek k nacionalnim politikam za varovanje pravic pacientov, k izboljšanju kazalnikov kakovosti v zdravstvu ter k izvajanju ukrepov za boljšo kakovost zdravstva.
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