'Faculty of Economics and Business, University of Zagreb'
Doi
Abstract
Prava pacijenata jedan su od standarda kvalitete i važan dio zadanih ciljeva politike KBC-a Sestre milosrdnice. Zbog toga se posebna pažnja posvećuje pritužbama pacijenta. U promatranom dvanaestomjesečnom razdoblju u Kliničkom bolničkom centru Sestre milosrdnice učestalost propisno zaprimljenih i obrađenih pritužbi pacijenata iznosila je 1,08 slučajeva na 10 000 slučajeva liječenja. Na kvalitetu interakcije s osobljem i komunikaciju odnosilo se 24 % pritužbi, na liječenje i skrb o pacijentu i medicinsku dokumentaciju 33
% pritužbi, na dostupnost zdravstvene skrbi u bolnici 31 %, infrastrukturu 6,7 % i ispostavljene bolničke račune 5,3 %. Rješavanje pritužbi i njihovih opravdanih uzroka mora biti prioritetno i učinkovito. Odgovor na pritužbu treba biti brz i prijateljski. Pritužbu bi
zaposlenici i menadžmenti zdravstvenih ustanova trebali usvojiti kao promotora kvalitete, a ne kao disciplinske alate.Patients’ rights are considered to be a standard of quality and an important goal of the University Hospital Sestre Milosrdnice. Therefore, special attention is given to patient complaints. During a twelve-month period at the University Hospital Sestre Milosrdnice,
only 1.08 cases out of 10 000 cases of treatment was followed by an adequately received and processed complaint. 24% of the received complaints were related to the quality of patient-staff interaction, such as communication, 33% of complaints were related to treatment and patient care as well as medical documentation, 31% was related to the availability of medical care, while 6.7% of complaints was about the infrastructure and 5.3% about medical billing. Resolving the complaints and their justified causes should be effective and
treated as a priority. The response to each complaint should be fast and handled in a friendly manner, while the complaint itself should be considered by the staff and management of the medical institution as a promotor of quality rather than a disciplinary tool
