بررسی نظام‌مند سیمای شکایات درمانی در بیمارستان‌های کشور از سال 85 تا 95
محورهای موضوعی : -مدارک پزشکیدامون گرجی 1 , علی وفایی نجار 2 , رقیه استاجی 3 , الهه هوشمند 4
1 - دانشجوی کارشناسی ارشد مدیریت خدمات بهداشتی و درمانی، دانشگاه علوم پزشکی مشهد، مشهد، ایران
2 - دانشیار، گروه علوم مدیریت و اقتصاد بهداشت، مرکز تحقیقات عوامل اجتماعی موثر بر سلامت، دانشگاه علوم پزشکی مشهد، مشهد، ایران
3 - دانشجوی کارشناسی ارشد مدیریت خدمات بهداشتی و درمانی، دانشگاه علوم پزشکی مشهد، مشهد، ایران
4 - استادیار، گروه علوم مدیریت و اقتصاد بهداشت، مرکز تحقیقات عوامل اجتماعی موثر بر سلامت، دانشگاه علوم پزشکی مشهد، مشهد
کلید واژه: بیماران, شکایت, نارضایتی, نظام‌مند, بیمارستان, خدمات درمانی,
چکیده مقاله :
مقدمه: ﺷﻜﺎﻳات درمانی، اﺑﺮاز ﻧﺎرﺿـﺎﻳﺘﻲ از سوی بیمار، خانواده و یا همراهان آنان اﺳـﺖ ﻛـﻪ ﻧﻴـﺎز ﺑـﻪ ﭘﺎسخ‌گوﻳﻲ و رﺳﻴﺪﮔﻲ دارد. این تحقیق به منظور دست‌یابی به سیمای شکایات درمانی کشور در دهه اخیر انجام شده است. روش پژوهش: در این مطالعه مرور سیستماتیک، با جستجوی کلمات کلیدی در 6 پایگاه علمی و کمک گرفتن از موتور جستجوگر Google اقدام به جستجوی مقالات ارائه شده در زمینه شکایات درمانی کشور در بازه زمانی سال 1385 تا 1395 گردید. حاصل این جستجو 1270 مقاله فارسی و انگلیسی بود. سپس تیم پژوهش با مطالعه عنوان و چکیده مقالات، 1120 مقاله غیر مرتبط و فاقد متن کامل را حذف کرد. در گام بعدی با مطالعه متن کامل، 131مقاله تکراری و غیرمرتبط کامل با موضوع حذف گردید. در نهایت تیم پژوهش به 19 مقاله کاملا مرتبط با موضوع تحقیق دست پیدا کرد. یافته‌ها: به طور کلی بر طبق یک الگوی مشخص بیشترین درصد شکایات از رفتار نامناسب کادر درمانی و کمترین آن مربوط به هزینه‌ها بود. بیش از 60 درصد شکایات مربوط به بازه زمانی سال‌های 1390 تا 1392 بود. تمامی‌شکایات و مقالات ثبت شده مربوط به مراکز درمانی و بیمارستان‌های وابسته به وزارت بهداشت، درمان و آموزش پزشکی است. نتیجه‌گیری: عزم و اراده جدی از طرف متولیان امر سلامت در خصوص کاربرد شکایات به عنوان ابزاری جهت بهبود کیفیت می‌تواند تاثیر به سزایی در بهره‌گیری از این منبع عظیم و ارزشمند اطلاعاتی در حفظ و ارتقاء سلامت جامعه داشته باشد.
Introduction: The health complaint is an expression of dissatisfaction by patient or its family that is required to responding. This research is done to achieve the Portrait of country medical complaints in the last decade. Methods: In this systematic review by searching keywords in 6 knowledge base and to get help from Google search engine, articles in the field of health complaints in the period 1385 to 1395, were searched. The outcome of this search was 1270 Persian and English articles. Then the research team studied the title and abstracts and they removed 1120 irrelevant articles or without full text. In the next step, after the study of full texts, removed 131 duplicates or irrelevant with the issue. Eventually, research team achieved to the 19 articles that were completely relevant with the issue. Results: Generally, according to a specified pattern, highest percentage of the complaints were related to inappropriate behavior of medical staff and the lowest was related to costs. More than 60 percent of complaints were related to period 1390 to 1392. All complaints and registered articles were related to medical centers and hospitals affiliated to the Ministry of Health and medical education. Conclusions: Serious determination of health authorities about application of complaints as a tool to quality improve, can play a role in taking advantage of this great and valuable source of information to promotion health society.
1- Mirzaaghae F, Moeinfar Z, Eftekhari S, Rashidian A, Sedaghat M. A study of Complaints registered at three hospitals affiliated to Tehran University of Medical Sciences and Factors affecting on it from march 2007 to february 2009. Journal of Hospital, 2013; 10: 19-28.
2- WHO research team.The world health report 2000: World Health Organization; 2000.
3- Rubrichi S, Battistotti A, Quaglini S. Patients' involvement in e-health services quality assessment: a system for the automatic interpretation of SMS-based patients' feedback. Journal of biomedical informatics, 2014; 51: 8-41.
4- A S. Standards, attitudes and accountability in the medical profession. Lancet Infect Dis, 1985; 2(8454): 5467.
5- Jabbari A, Jazi MJ, Khorasani E, Mardani R, Mofid M. The share of adverse events from patients’ complaints. International Journal of Health System and Disaster Management, 2015; 3(1): 15.
6- Jabbari A, Khorasani E, Jafarian Jazi M, Mofid M, Mardani R. The profile of patients' complaints in a regional hospital. International journal of health policy and management, 2014; 2(3): 131-5.
7- Griffith JR, King JG. Championship management for healthcare organizations. Journal of Healthcare Management, 2000; 45: 1-17.
8- Mousavi A, Mousavi J, Causes of patient dissatisfaction of puplic hospitals in Mazandaran province. IJFM, 2010; 16(2): 127-133. [persian]
9- Zaboli R, Seyedjavadi M, Salari J, Aliaffje A. A Survey on the Extent and Causes of Patients Complaints in Hospitals and Medical Centers Affiliated of Beheshti University of Medical Sciences. Journal of Iran Forensic Medicine, 2014; 20: 193-199. [persian]
10- Chavan R PC, Sandramouli S, Formal complaints at an eye hospital: a three-year analysis. Clinical Governance: An International Journal, 2007; 12(2): 85-92.
11- Gillespie A, Reader TW. The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning. BMJ Quality & Safety, 2016; 26(4): 271-278.
12- Jackson SF, Fazal N, Gravel G, Papowitz H. Evidence for the value of health promotion interventions in natural disaster management. Health promotion international journal, 2016; 10(3): 12-18.
13- Lawton R, O'Hara JK, Sheard L, Reynolds C, Cocks K, Armitage G, et al. Can staff and patient perspectives on hospital safety predict harm-free care. An analysis of staff and patient survey data and routinely collected outcomes. BMJ Qual Saf, 2015; 24(6): 369-76.
14- Reader TW, Gillespie A, Roberts J. Patient complaints in healthcare systems: a systematic review and coding taxonomy. BMJ quality & safety, 2014; 23(8): 87-89.
15- Movahednia S, Partovishayan Z, Bastani M. Survey Of Complaints And Factors Affecting Them In Firoozgar Hospital. Journal of Payavard Salamat, 2014; 8(1): 25-33.
16- Gharaei H, Mousavi M, Rouhbakhsh ZM, Ghaempanah A. A Study of the Complaint of Patients Coming to the Emergency Ward of Khatam-ol-Anbia Eye Hospital Mashhad. Quarterly medical journal of mashhad university of medical sciences, 2010; 1: 26-32.
17- Akbari SKA, Mohammadi M, Kazemi M, Mahboubi M, Mirzaei S, Shafapey F. The most important types of complaints from educational health centers in Kermanshah Province. Advances in Environmental Biology; 2014: 1014-8.
18- Walshe K, Smith J. Healthcare management: McGraw-Hill Education (UK); 2011.
19- State unit of Health system reform. Health system reform in islamic republic of iran. ANDISHMAND, 2005; 5: 103.
20- Makarem J, Larijani B, Ghaderi S, Nayeri F, Mohammadpoor M. Patients' satisfaction with inpatient services provided in hospitals affiliated to Tehran University of Medical Sciences, Iran, during 2011-2013. Journal of Medical Ethics and History of Medicine, 2016; 9(1).
21- Parsapoor A, Bagheri A, Larijani B. Patient's rights charter in Iran. Acta medica Iranica, 2014; 52(1): 24-8.
22- Hooshmand E, Tourani S, Ravaghi H, Vafaee Najar A, Meraji M, Ebrahimipour H. Validating and determining the weight of items used for evaluating clinical governance implementation based on analytic hierarchy process model. International journal of health policy and management, 2015; 4(10): 645-51.
23- Rangraz Jeddi F, Haj Mohammad Hosseini A, Shaeri M. A Study on Patient Complaint Management in Hospitals Affiliated to Kashan University of Medical Sciences and Approaches for Improvement. Journal of Patient Safety & Quality Improvement, 2016; 4(3): 416-22.
24- Majdzadeh R. Health development plan. The National Institute for Health Research; 2015.
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1- Mirzaaghae F, Moeinfar Z, Eftekhari S, Rashidian A, Sedaghat M. A study of Complaints registered at three hospitals affiliated to Tehran University of Medical Sciences and Factors affecting on it from march 2007 to february 2009. Journal of Hospital, 2013; 10: 19-28.
2- WHO research team.The world health report 2000: World Health Organization; 2000.
3- Rubrichi S, Battistotti A, Quaglini S. Patients' involvement in e-health services quality assessment: a system for the automatic interpretation of SMS-based patients' feedback. Journal of biomedical informatics, 2014; 51: 8-41.
4- A S. Standards, attitudes and accountability in the medical profession. Lancet Infect Dis, 1985; 2(8454): 5467.
5- Jabbari A, Jazi MJ, Khorasani E, Mardani R, Mofid M. The share of adverse events from patients’ complaints. International Journal of Health System and Disaster Management, 2015; 3(1): 15.
6- Jabbari A, Khorasani E, Jafarian Jazi M, Mofid M, Mardani R. The profile of patients' complaints in a regional hospital. International journal of health policy and management, 2014; 2(3): 131-5.
7- Griffith JR, King JG. Championship management for healthcare organizations. Journal of Healthcare Management, 2000; 45: 1-17.
8- Mousavi A, Mousavi J, Causes of patient dissatisfaction of puplic hospitals in Mazandaran province. IJFM, 2010; 16(2): 127-133. [persian]
9- Zaboli R, Seyedjavadi M, Salari J, Aliaffje A. A Survey on the Extent and Causes of Patients Complaints in Hospitals and Medical Centers Affiliated of Beheshti University of Medical Sciences. Journal of Iran Forensic Medicine, 2014; 20: 193-199. [persian]
10- Chavan R PC, Sandramouli S, Formal complaints at an eye hospital: a three-year analysis. Clinical Governance: An International Journal, 2007; 12(2): 85-92.
11- Gillespie A, Reader TW. The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning. BMJ Quality & Safety, 2016; 26(4): 271-278.
12- Jackson SF, Fazal N, Gravel G, Papowitz H. Evidence for the value of health promotion interventions in natural disaster management. Health promotion international journal, 2016; 10(3): 12-18.
13- Lawton R, O'Hara JK, Sheard L, Reynolds C, Cocks K, Armitage G, et al. Can staff and patient perspectives on hospital safety predict harm-free care. An analysis of staff and patient survey data and routinely collected outcomes. BMJ Qual Saf, 2015; 24(6): 369-76.
14- Reader TW, Gillespie A, Roberts J. Patient complaints in healthcare systems: a systematic review and coding taxonomy. BMJ quality & safety, 2014; 23(8): 87-89.
15- Movahednia S, Partovishayan Z, Bastani M. Survey Of Complaints And Factors Affecting Them In Firoozgar Hospital. Journal of Payavard Salamat, 2014; 8(1): 25-33.
16- Gharaei H, Mousavi M, Rouhbakhsh ZM, Ghaempanah A. A Study of the Complaint of Patients Coming to the Emergency Ward of Khatam-ol-Anbia Eye Hospital Mashhad. Quarterly medical journal of mashhad university of medical sciences, 2010; 1: 26-32.
17- Akbari SKA, Mohammadi M, Kazemi M, Mahboubi M, Mirzaei S, Shafapey F. The most important types of complaints from educational health centers in Kermanshah Province. Advances in Environmental Biology; 2014: 1014-8.
18- Walshe K, Smith J. Healthcare management: McGraw-Hill Education (UK); 2011.
19- State unit of Health system reform. Health system reform in islamic republic of iran. ANDISHMAND, 2005; 5: 103.
20- Makarem J, Larijani B, Ghaderi S, Nayeri F, Mohammadpoor M. Patients' satisfaction with inpatient services provided in hospitals affiliated to Tehran University of Medical Sciences, Iran, during 2011-2013. Journal of Medical Ethics and History of Medicine, 2016; 9(1).
21- Parsapoor A, Bagheri A, Larijani B. Patient's rights charter in Iran. Acta medica Iranica, 2014; 52(1): 24-8.
22- Hooshmand E, Tourani S, Ravaghi H, Vafaee Najar A, Meraji M, Ebrahimipour H. Validating and determining the weight of items used for evaluating clinical governance implementation based on analytic hierarchy process model. International journal of health policy and management, 2015; 4(10): 645-51.
23- Rangraz Jeddi F, Haj Mohammad Hosseini A, Shaeri M. A Study on Patient Complaint Management in Hospitals Affiliated to Kashan University of Medical Sciences and Approaches for Improvement. Journal of Patient Safety & Quality Improvement, 2016; 4(3): 416-22.
24- Majdzadeh R. Health development plan. The National Institute for Health Research; 2015.
