Prava pacijenata jedan su od standarda kvalitete i važan dio zadanih ciljeva politike KBC-a Sestre milosrdnice. Zbog toga se posebna pažnja posvecuje pritužbama pacijenta. U promatranom ...dvanaestomjesecnom razdoblju u Klinickom bolnickom centru Sestre milosrdnice ucestalost propisno zaprimljenih i obradenih pritužbi pacijenata iznosila je 1,08 slucajeva na 10 000 slucajeva lijecenja. Na kvalitetu interakcije s osobljem i komunikaciju odnosilo se 24 % pritužbi, na lijecenje i skrb o pacijentu i medicinsku dokumentaciju 33 % pritužbi, na dostupnost zdravstvene skrbi u bolnici 31 %, infrastrukturu 6,7 % i ispostavljene bolnicke racune 5,3 %. Rješavanje pritužbi i njihovih opravdanih uzroka mora biti prioritetno i ucinkovito. 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.
The patients and staff safety is one of the healthcare quality standards listed by "The Rules on quality standards and the method of their application". The healthcare care law implies medical ...procedure safety with the main goal avoiding harmful adverse events. That fact obliges establishing system security by reporting, analyzing and preventing medical errors that can often cause unwanted incidents. By monitoring and analyzing the frequency of certain indicators we can obtain useful information on trends and possible ways to prevent such future events. One of the indicators of patient safety in hospital healthcare system is standardized mortality rate which is used in monitoring specific diagnosis. One of them being acute myocardial heart attack. Mortality rate of acute myocardial heart attack depends not only on the clinical process but also on some other factors that can also be present and affect it. According to the Organisation for Economic Co-operation and Development report, mortality rate for the patients with acute myocardial heart attack within 30 days of hospital admission is 10,8%, while in the Sestre milosrdnice University Hospital Center mortality rate in the year of 2015 was only 9 % which is a good outcome indicator for patient safety management in this hospital.
Hospital healthcare service quality measurement represents an important approach for advancing healthcare systems. This paper presents preliminary results of a research on the quality of healthcare ...services provided by a large, public, university hospital centre in Croatia, based on the Gaps Model of Service Quality and the SERVQUAL instrument. The importance of particular service quality dimensions was analyzed, as well as the gaps between patient perceptions and expectations of healthcare services provided by 18 departments of the university hospital centre. Results revealed the gaps that exist at the level of the university hospital centre as a whole, showing the size variations in different service quality dimensions. The management of the university hospital centre should improve healthcare service quality in all dimensions by paying particular attention to the 'responsiveness' and 'tangibility', where the largest gap was identified. Key words: Service quality, Healthcare; Hospital; SERVQUAL; Transitional country; Developing country; Croatia; Sestre milosrdnice University Hospital Centre Mjerenje kvalitete bolnicke zdravstvene usluge cini vaan pristup unaprjedenju zdravstvenog sustava. U radu se iznose preliminarni rezultati istraivanja o kvaliteti zdravstvenih usluga pruenih u velikom javnom klinickom bolnickom centru u Hrvatskoj, temeljenom na Modelu jazova u kvaliteti usluge, a uz koritenje mjernog instrumenta SERVQUAL. Analizirana je vanost pojedinacnih dimenzija kvalitete usluge, kao i jazovi izmedu percepcija pacijenata i njihovih ocekivanja za zdravstvene usluge pruene u 18 klinika/zavoda. Rezultati pokazuju jazove koji postoje na razini klinickog bolnickog centra kao cjeline te razlike u velicini jazova po dimenzijama kvalitete usluge. Uprava bolnice treba poboljati zdravstvene usluge u svim dimenzijama kvalitete, a osobitu pozornost treba pridati dimenzijama odgovornosti i opipljivosti gdje su pronadeni najveci jazovi. Kljucne rijeci: Kvaliteta usluge; Zdravstvo;Bolnica; SERVQUAL; Tranzicijska zemlja; Zemlja u razvoju; Hrvatska; Klinicki bolnicki centar Sestre milosrdnice
Hospital healthcare service quality measurement represents an important approach for advancing healthcare systems. This paper presents preliminary results of a research on the quality of healthcare ...services provided by a large, public, university hospital centre in Croatia, based on the Gaps Model of Service Quality and the SERVQUAL instrument. The importance of particular service quality dimensions was analyzed, as well as the gaps between patient perceptions and expectations of healthcare services provided by 18 departments of the university hospital centre. Results revealed the gaps that exist at the level of the university hospital centre as a whole, showing the size variations in different service quality dimensions. The management of the university hospital centre should improve healthcare service quality in all dimensions by paying particular attention to the 'responsiveness' and 'tangibility', where the largest gap was identified.
Middle and older age group relative share in the community permanently grows. Those are commonly burdened with several chronic health conditions or elevated incidence of acute ones and in more ...frequent need for consulting health services. In the era of modern technical medicine, it is important to increase quality of services particularly patients orientated. Department of Internal Medicine developed questionnaire to assess reflections on medical care from the receiver of medical services point of view. Sample was formed from individuals that visited outpatient triage Unit (OTU) and voluntary enrolled, during period April 1-August 31, 2008 for any medical reason. Study population structure had similarly equally of both genders, socio-economical background, and was in age range 18-87. Questionnaire was developed by team of experienced personnel covering satisfaction on received medical care. There were 279 returned formulary in a sample of 6700 patients (4.18%). Patients visited OTU chiefly on behalf medical condition secondary to address of residency, followed by personal choice, on advice given by general practitioner, by emergency transportation services, or just due to earlier experiences. Regarding provided medical care extent, 4/5 of patients were examined in lesser than 2 hours, while total workup lasted mostly for 2-4, followed by over four. Over half of patients were moderate toward highly satisfied with provided medical information, personnel communication style and general reflection on all services while being in the Department premises. Astonishing proportion of patients (93%) was satisfied with positive personnel communication. Integration of patients' self-perceived reports about medical services in organizing process is inevitable for augmenting content and at the same time valuable for developing overall quality of treatment. Communication excellence is of premier importance and unavoidable for giving additional positive effect to remain health status or to ease the healing process of individual and their families.
THE ROLE AND PROMOTION OF NURSING Benceković, Željka; Benko, Ivica; Režek, Biserka ...
Acta clinica Croatica (Tisak),
2016, Letnik:
55, Številka:
2
Journal Article
Recenzirano
Odprti dostop
Nurses have great influence on health care system. As they face many different
states of affairs nowadays, it is necessary to find a way to promote and enable their profession. The
significant ...interaction between nurses and patients and other medical professions makes them a
powerful marketing tool of a medical institution. Therefore, the promotion of their image is necessary
because of authorizing their professional status. There are numerous ways of creating and improving
their image. Some of them include implementation of marketing principles and the Internet as well.
This paper presents the web page promotion of nursing, i.e. the Nursing and Related Professions of
the Sestre milosrdnice University Hospital Center homepage, as a tool of nursing promotion.
Sigurnost bolesnika je važni čimbenik kvalitete zdravstvenog sustava, koji je i zakonski propisan. U Zakonu o kvaliteti zdravstvene zaštite i socijalne skrbi defi nirana je sigurnost zdravstvenog ...postupka, a u Pravilniku o standardima kvalitete zdravstvene zaštite i načinu njihove primjene navedeni su Pokazatelji sigurnosti (Neočekivani neželjeni događaji i Ostali neželjeni događaji). U Ostale neželjene događaje ubraja se i Stopa standardizirane bolničke smrtnosti. Ona je kvantitativni pokazatelj bolesnikove sigurnosti u bolničkom sustavu zdravstvene zaštite i prati se za smrtnost od akutnog infarkta miokarda, moždanog udara i akutnog pankreatitisa unutar 30 dana od prijama u bolnicu. Opisne liste za indikatore sigurnosti propisala je Agencija za kvalitetu u zdravstvu i socijalnoj skrbi. U KBC Sestre milosrdnice se Stope standardizirane bolničke smrtnosti redovito prate i analiziraju. Rezultati upućuju na primjenu dobre kliničke prakse u KBC Sestre milosrdnice i zadovoljavajuću razinu sigurnosti pacijenata od smrtnosti praćene patologije.
Uvod. Pritužbe pacijenata ukazuju na nezadovoljstvo pacijenata zdravstvenom uslugom (zdravstvenom njegom i sl.). Neadekvatno postupanje s pritužbama pacijenata može rezultirati negativnim ...posljedicama za ustanove, ali i djelatnike uključene u proces zdravstvene skrbi. Zdravstvene ustanove u Republici Hrvatskoj dužne su propisati postupak upravljanja pritužbama pacijenata, koji mora zadovoljavati određene kriterije. U skladu s tim kriterijima, ustanove mogu uvesti vlastiti način postupanja s pritužbama pacijenata. Postupak uključuje praćenje, analizu i korektivne radnje na temelju analize pritužbi. Medicinske sestre čine veliki broj zaposlenika zdravstvenih ustanova (posebno bolničkih) i njihove usluge znatno pridonose cjelokupnoj kvaliteti njihovih usluga te su važan čimbenik u osiguranju kvalitete i pozitivne percepcije zdravstvene usluge. Stoga je važno upravljati pritužbama i u području zdravstvene njege.
Cilj. Cilj je ovog rada istražiti upravljanje pritužbama u području zdravstvene njege, prikazati način upravljanja pritužbama u KBC-u Sestre milosrdnice, izvršiti analizu pritužbi pacijenata, s posebnim naglaskom na pritužbe koje su se odnosile na rad medicinskih sestara.
Metode. Provedeno je pretraživanje baza podataka u cilju pronalaženja literature iz ovog područja i retrospektivna analiza pritužbi pacijenata podnesenih kroz bolnički sustav prijave pritužbi/pohvala u razdoblju od 1. siječnja do 31. prosinca 2017.
Rezultati. U navedenom razdoblju zaprimljeno je i analizirano 147 pritužbi i 132 pohvale. Od ukupnog broja pritužbi, 21 (14%) se odnosila na medicinske sestre. Većina pritužbi (66%) odnosila se na medicinske sestre zaposlene u polikliničkoj djelatnosti. Pritužbe su u najvećoj mjeri ukazivale na nezadovoljstvo komunikacijom (40%) te, po mišljenju pacijenata, na neprimjeren odnos prema njima (31%).
Zaključak. Dobiveni rezultati predstavljaju smjernice za provođenje daljnjih mjera za poboljšanje kvalitete zdravstvene skrbi u ovom području.
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