巴西的客户医疗保健投诉很少涉及医疗错误
Arnaldo Ryngelblum1, Marko Šostar2, Berislav Andrlić2
1Graduate Program in Administration, Universidade Paulista, São Paulo 04026-002, Brazil.
概括
巴西的医疗保健投诉侧重于获取和服务,而不是临床质量. 这可以解释为系统问题,患者行为,以及医疗专业逻辑在家庭问题上的主导地位.
科学领域:
- 医疗保健管理的管理
- 患者体验 患者体验
- 卫生社会学 卫生社会学
背景情况:
- 医疗保健投诉在不同国家之间存在很大差异.
- 巴西医疗保健投诉主要涉及服务获取和关注,而不是临床质量.
- 为了理解这些差异,需要检查潜在的机构逻辑.
研究的目的:
- 与其他国家相比,探讨巴西临床质量和安全投诉频率较低的原因.
- 通过机构逻辑理论的透视来分析这些差异.
- 调查不同的逻辑如何影响医疗保健投诉模式.
主要方法:
- 审查有关医疗保健投诉的国际研究.
- 应用读者和同事的医疗保健投诉分类框架.
- 对巴西与其他国家的投诉主题进行比较分析.
主要成果:
- 发现了为罕见的临床错误投诉的三个关键解释:卫生系统的困难,患者行为和健康导向中的权力动态.
- 资源限制突出管理问题,而不是直接解释更少的临床质量投诉.
- 患者的行为表明,在报告错误时,恐惧或缺乏意识,表明家庭逻辑被边缘化.
- 强调了医疗专业逻辑在法规和实践中的突出地位.
结论:
- 巴西临床质量投诉的发病率较低受到系统因素,患者相关问题以及医疗专业逻辑的强烈影响的影响.
- 机构逻辑,特别是医疗专业逻辑的主导地位,塑造了医疗保健问题的感知和报告方式.
- 处理医疗保健投诉需要考虑系统,个人和专业因素的相互作用.
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