为卫生系统开发医疗保健投诉分析工具:一项跨部门研究
Ali Vafaee Najar1, Damoon Gorji2, Hoorang Nazari Ardabili3
1Social Determinates of Health Research Center Mashhad University of Medical Sciences Mashhad Iran.
Health science reports
|January 14, 2025
概括
这项研究在伊朗开发了医疗保健投诉分析工具 (HCAT),以提高公共卫生中的问责制. 该工具有助于在医疗保健系统中分析和分类患者投诉.
科学领域:
- 医疗保健服务研究 医疗服务研究
- 公共卫生政策 公共卫生政策
- 医疗保健管理的管理
背景情况:
- 医疗保健投诉对问责制和公共卫生至关重要.
- 伊朗的医疗保健系统需要一个结构化的方法来管理患者的不满.
- 现有的处理投诉的机制需要加强.
研究的目的:
- 为伊朗医疗保健环境开发和本地化医疗保健投诉分析工具 (HCAT).
- 建立一种标准化的方法来分析伊朗的医疗保健投诉.
- 解决医疗保健服务供应中提高问责制的需要.
主要方法:
- 进行了对国家和现场研究的全面审查.
- 使用Delphi技术实现了HCAT的专家定位.
- 根据HCAT框架提取和分类患者投诉.
主要成果:
- 该研究确定了伊朗医疗保健投诉的关键特征.
- 局部化HCAT为分类这些投诉提供了一个框架.
- 观察到,大量缺乏用于投诉登记,调查和分析的机械化系统.
结论:
- 实施HCAT可以导致投诉的系统编码和严重性评估.
- 一个标准化的投诉系统支持服务监控和组织学习.
- 强制性报告和专门的系统对于改善医疗保健质量和问责制至关重要.
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