在养老院的消费者投诉:分析有根据的单一指控投诉到缺陷引文
Kallol Kumar Bhattacharyya1, Lindsay Peterson2, Victor Molinari2
1Alzheimer's Disease and Dementia Research Center, Utah State University, Logan, UT, USA.
Journal of aging & social policy
|December 21, 2023
概括
有根据的养老院 (NH) 投诉往往导致缺陷引用,突出关注护理质量的问题. 然而,很大一部分投诉没有出现任何缺陷,这表明需要对投诉程序进行进一步调查.
科学领域:
- 老年学是一门学科.
- 公共卫生 公共卫生
- 医疗保健服务研究 医疗服务研究
背景情况:
- 消费者投诉为养老院 (NH) 质量提供了重要的见解.
- 有根据的投诉和官方缺陷引文之间的相关性仍然不清楚.
研究的目的:
- 调查有根据的NH投诉和随后的缺陷引用之间的关系.
- 分析在投诉指控之后引用的缺陷类型.
主要方法:
- 利用2017年联邦收集的NH投诉和检查记录.
- 识别和分析了美国全国公路的单一指控,有根据的投诉.
- 归类投诉指控并将其映射到检查阶段的缺陷.
主要成果:
- 369个有根据的投诉指控导致585个缺陷,但35.2%导致没有缺陷.
- 护理质量,居民虐待和疏忽是最常见的投诉类别 (近三分之二).
- 18%的缺陷源于"立即危险"投诉,但71.4%的人表示"没有实际伤害,潜在的伤害超过最小".
结论:
- 国民公路投诉提供了关于护理质量和消费者担忧的有价值,独特的信息.
- 监管机构通过投诉数据来关注消费者问题.
- 建议未来进行定性研究,涉及投诉人,NH工作人员,监察员和国家官员.
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