| Abstract | CILJ ISTRAŽIVANJA: Pritužbe pacijenata su vrijedan izvor podataka o nedostatcima u organizaciji zdravstvenog procesa. Cilj istraživanja je bio procijeniti subjektivnost pritužbi pacijenata, odnosno istražiti proizlaze li pritužbe pacijenata iz kršenja njihovih prava propisanih Zakonom o zaštiti prava pacijenata Republike Hrvatske (ZOZPPRH) ili su one izraz nezadovoljstva uslijed nekvalitetne komunikacije, neodgovarajućeg liječenja i skrbi, nedovoljne dostupnosti zdravstvene skrbi, loše infrastrukture i nezadovoljstva s računima ispostavljenim za pruženu zdravstvenu uslugu.
MATERIAL I METODE: U retrospektivnom presječnom istraživanju analizirane su pritužbe pacijenata liječenih u Kliničkom bolničkom centru Split u razdoblju od 1. siječnja 2016. do 31. prosinca 2017. g, Pritužitelji su svrstani u 3 kategorije: 1. pacijenti, 2. članovi obitelji, 3. ostali zainteresirani, a pritužbe u 5 kategorija: 1. kvaliteta odnosa zdravstvenih djelatnika s pacijentom, 2. liječenje i skrb o pacijentu, neodgovarajuća medicinska dokumentacija, 3. dostupnost zdravstvene skrbi, 4. infrastruktura zdravstvenih ustanova, 5. stavke računa izdanih za izvršene usluge.
REZULTATI: U ispitivanom razdoblju 297 podnositelja podnijelo je 425 pritužbi. 174 (59%) podnositelja su bili pacijenti, a 121 (41%) ostale zainteresirane osobe, najčešće članovi uže obitelji. Podnositelji pritužbi su značajno češće bile žene (n=173; 58,65%), nego muškarci (n=122; 41,35%; X2=8,817, p=0,003). Najčešće pritužbe su se odnosile na dostupnost zdravstvene skrbi (34,12%) i neprimjeren odnos zdravstvenog osoblja i bolesnika (33,18%); slijedile su pritužbe na liječenje i skrb te neodgovarajuću medicinsku dokumentaciju (25,6%); najmanje pritužbi se odnosio se na stavke na računima ispostavljenima za pruženu zdravstvenu uslugu (2,35%). Od 425 pritužbi, 386 (90,82%) ih je bilo subjektivne naravi, a 39 (9,18%) ih je bilo povezano s kršenjem odredaba ZOZPPRH (X2 = 283,32, p<0,001). Od toga ih se 20 (51,28%) odnosilo na kršenje prava na suodlučivanje, a preostalih 19 (48,72%) na sve ostale stavke ZOZPPRH.
ZAKLJUČAK: Najveći broj pritužbi pacijenata bio je subjektivne naravi, a većina ih se odnosila na nedostupnost zdravstvenih usluga i neprimjeren odnos zdravstvenog osoblja. Pritužbe proizašle iz kršenja ZOZPPRH činile su manjinu od ukupnog broja podnesaka, a većina ih se odnosila na kršenje prava pacijenata na suodlučivanje. |
| Abstract (english) | AIM: Patients' complaints are a valuable source of information about deficiencies in the organization of the health process. The aim of this study was to evaluate the subjectivity of patients’ complaints, i.e. to investigate whether patients' complaints are results of violations of their rights regulated by the Law on Protection of the Rights of the Patients of the Republic of Croatia (LPRPRC) or are dissatisfaction due to poor communication, inadequate treatment and care, insufficient health care availability, infrastructure and dissatisfaction with accounts issued for the provided health service.
MATERIAL AND METHODS: In this retrospective cross-sectional study were analyzed complaints of patients treated at the Clinical Hospital Center Split in the period from January 1st 2016 to December 31st 2017. The complainants are divided into three categories: 1. patients, 2. family members, 3. other interested, while complaints are categorized in 5 categories: 1. quality of relationship between patients and medical staff, 2. medical care, inadequate medical documentation, 3. availability of health care, 4. infrastructure of healthcare institutions, 5. items of invoices issued for performed medical services.
RESULTS: In the interrogation period, 297 complainants filed 425 complaints. One hundred seventy four (59%) of the applicants were patients and 121 (41%) were the other people, mostly family members. Complainants were significantly more likely to be women (n = 173; 58.65%) than men (n = 122; 41.35%; X2 = 8.817, p = 0.003). The most frequent complaints related to the availability of health care (34.12%) and the inadequate relationship between health care staff and patients (33.18%); complaints about treatment and medical care and inadequate medical documentation were followed with 25.6%; the lowest number of complaints were related to the items in the accounts issued for the provided health service (2.35%). Of the 425 complaints, 386 (90.82%) were of a subjective nature, and 39 (9.18%) were related to the violation of LPRPRC (X2= 283.32, p <0.001). Out of these, 20 (51.28%) referred to the violation of the right to the co-decision, and the remaining 19 (48.72%) to all other items of LPRPRC.
CONCLUSION: The highest number of patients' complaints were subjective, most of them related to unavailability of healthcare services and inappropriate communication between patients and health care staff. Complaints stemming from the violations of the LPRPRC represented minority of the total number of submissions, and most of them related to the violation of patients' right to co-decision. |
