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KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY

Yıl 2022, Cilt: 25 Sayı: 4, 813 - 826, 27.12.2022

Öz

Patient rights are the entitlements that individuals who need to benefit from health services have just because they are human. These rights should be complied with during health service delivery. This study was conducted to evaluate the knowledge levels, attitudes, and the claim reasons of doctors working in Erzurum city center concerning patient rights and to offer solutions to the matter. A cross-sectional descriptive survey was done. All doctors working in Erzurum city center were included in the study. The participation rate was 82%. A questionnaire with sociodemographic questions and information questions about patients' rights was used as a data collection tool. The questionnaire was applied to doctors face-to-face. Physicians' knowledge scores on patient rights were reasonably high. However, it was observed that the knowledge levels were not reflected in attitudes and behaviors at the same rate. Only one-third of the participants had read the Patient Rights Regulation, and half of them had received training on the subject. Of the physicians, 76.6% (n=562) think that the concept of patient rights limits the rights of doctors, and 97.4% (n=714) claimed that there were unnecessary/inappropriate complaints to the patient-rights units. Of the physicians, 64.6% received complaints from patients and/or their relatives. The most common complaint reason was communication problems (21.3%, n=294). While the doctors providing health care, 8.3% were not smiling at their patients, 1.1% (n=8) were not paying attention to patient privacy, 20.5% (n=149) were not giving verbal information to patients, 7.3% (n=53) were not receiving written consent from patients before the medical intervention. Physicians must develop positive attitudes towards patient rights practices and internalize these rights. Education on patient rights should be included in the medical education curriculum in preclinical and clinical periods. Doctors should be informed about the changes and updates made in the regulation with in-service training. The factors that prevent the transformation of knowledge into attitudes and behaviors should be revealed in larger studies.

Destekleyen Kurum

none

Proje Numarası

none

Teşekkür

We would like to acknowledge the doctors who participated in the research.

Kaynakça

  • Akdağ, R., & Koç, Y. (2012). Türkiye sağlıkta dönüşüm programı değerlendirme raporu (2003-2011). https://www.saglik.gov.tr/TR,11662/saglik-bakanligi-turkiye-saglikta-donusum-programi-degerlendirme-raporu-2003-2011.html
  • Asplund, K., & Hermerén, G. (2017). The need to revise the Helsinki Declaration. The Lancet, 389(10075), 1190-1191.
  • Barın, I. B. M., Ozyurt, O, & Aydemir Kayabaşı, S. G. (2014, November). A study to review the bimer applications in terms of patient rights made to Erciyes Medicine. V. Uluslararası Hasta ve Çalışan Hakları Kongresi, Antalya
  • Beaupert, F., Carney, T., Chiarella, M., Satchell, C., Walton, M., Bennett, B., & Kelly, P. (2014). Regulating healthcare complaints: a literature review. International Journal of Health Care Guality Assurance, 27(6), 505-518.
  • Bilir, Ö., Sismanlar, D., Ersunan, G., & Ayaz, T. (2015). The perspective of emergency department professionals on patients rights. Konuralp Medical Journal, 7(1), 28-33.
  • Bostan, S. (2007). The investigation of health employees’ attitudes related patient rights: Instances of Farabi Hospital. Hacettepe Journal of Health Administration, 10(1), 1-18.
  • Brennan, T. A., & Mello, M. M. (2003). Patient safety and medical malpractice: a case study. Annals of Internal Medicine, 139(4), 267-273.
  • Carmel, S., & Glick, S. M. (1993). Compassionate physicians: personality traits and prosocial attitudes. Psychological Reports, 73(3_suppl), 1362-1362.
  • Code, N. (1998). The Nuremberg Code. 1949. The ethics of biomedical research. An international perspective. Oxford University Press, New York.
  • Cunningham, W. (2004). The immediate and long-term impact on New Zealand doctors who receive patient complaints. The New Zealand Medical Journal (Online), 117(1198), 1-9.
  • Duran, Ö, Y. G., Uçuk, S., Karaaslan, M., & Aydın, G. (2008). Information status of health personnel working in a state hospital on patient rights. STED, 1(17), 1-6.
  • Eker, H. H., Aydın, H., Karakuş, Z., Şahinoz, T., Özder, A., Tokaç, M., & Öncel, M. (2012). Hasta hakları konusunda farkındalık: sağlık çalışanları arasındaki bir çalışmanın sonuçları. Sakarya Tıp Dergisi, 2(1), 21-29.
  • Esiyok, B., Yasar, Z. F., & Turla, A. (2007). Dentists' knowledge on patient rights. Türkiye Klinikleri Tıp Bilimleri Dergisi, 27(3), 367-372.
  • Gallagher, T. H., & Mazor, K. M. (2015). Taking complaints seriously: using the patient safety lens. BMJ Publishing Group Ltd, 24(6), 352-355.
  • General Directorate of Health Services, Patient Rights and Social Services Department. (2021). Patient rights statistics. https://shgmhastahakdb.saglik.gov.tr/TR-4771/hasta-haklari.html
  • Güldal, D., Ulusel, B., Ozçakar, N., Yeniçeri, N., & Dontlu, Ç. (2005). The challenge of clinical interviewing and physical examination performance for general practitioners in Turkey. Family Medicine, 37(5), 354-359.
  • Harrison, R., Walton, M., Healy, J., Smith-Merry, J., & Hobbs, C. (2016). Patient complaints about hospital services: applying a complaint taxonomy to analyse and respond to complaints. International Journal for Quality in Health Care, 28(2), 240-245.
  • Kırgın Toprak, D., & Şahin, B. (2012). Panorama of patient complaints in ministry of health hospitals. Sağlıkta Performans ve Kalite Dergisi, 3, 1-28.
  • Levinson, W., Roter, D. Mullooly,. Dull, V., & Frankel, R. (1997). ‘Physician-patient communication: The relationship with malpractice claims among primary care physicians and surgeons. JAMA, 277, 553-559.
  • Moghadam, J. M., Ibrahimipour, H., Akbari, A. S., Farahbakhsh, M., & Khoshgoftar, Z. (2010). Study of patient complaints reported over 30 months at a large heart centre in Tehran. Quality and Safety in Health Care, 19(5), e28-e28.
  • Montini, T., Noble, A. A., & Stelfox, H. T. (2008). Content analysis of patient complaints. International Journal for Quality in Health Care, 20(6), 412-420.
  • Ocaktan, E., Yıldız, A., & Özdemir, O. (2004). Abidinpaşa Sağlık Grup Başkanlığı bölgesinde çalışan sağlık personelinin hasta hakları konusunda bilgi ve tutumları. Ankara Üniversitesi Tıp Fakültesi Mecmuası, 57(3), 129-137.
  • Ozdemir, M., Salaçin, S., & Ergonen, A. (2000). The patients’ rights statutes and the physicians’ sensitivities. Turkish Clinics J Med Ethics, 8, 32-77.
  • Parry, J., & Hewage, U. (2009). Investigating complaints to improve practice and develop policy. International Journal of Health Care Quality Assurance, 22(7), 663-669.
  • Pfeil, M. N., Yersin, B., Trueb, L., Feiner, A. S., & Carron, P. N. (2018). A retrospective study of complaint letters sent to a swiss emergency department between 2009 and 2014. Revue d'epidemiologie et de Sante Publique, 66(1), 75-80.
  • Reader, T. W., Gillespie, A., & Roberts, J. (2014). Patient complaints in healthcare systems: a systematic review and coding taxonomy. BMJ Quality & Safety, 23(8), 678-689. Patient rights and patient complaints
  • Ridd, M., Shaw, A., Lewis, G., & Salisbury, C. (2009). The patient–doctor relationship: a synthesis of the qualitative literature on patients' perspectives. British Journal of General Practice, 59(561), 116-133.
  • Rubinsky, V., & Cooke-Jackson, A. (2017). “Where is the love?” Expanding and theorizing with LGBTQ memorable messages of sex and sexuality. Health Communication, 32(12), 1472-1480.
  • Taylor, D. M., Wolfe, R., & Cameron, P. A. (2002). Complaints from emergency department patients largely result from treatment and communication problems. Emergency Medicine, 14(1), 43-49.
  • TC Ministry of Health. (2019). Patient rights regulation. https://shgmgetatdb.saglik.gov.tr/TR- 8468/hasta-haklari-yonetmeligi.html
  • Teall, E. K. (2014). Medicine and doctoring in ancient mesopotamia. Grand Valley Journal of History, 3(1), 1-8.
  • Teke, A., Ucar, M., Demir, C., Celen, O., & Turgut, K. (2007). Evaluation of knowledge and attitudes of the nurses working in a training hospital about patients' rights. TAF Preventive Medicine Bulletin, 6(4), 259-66.
  • Topbas, M., Ozlu, T., Çan, G., & Bostan, S. (2005). How much doctors know about patient’s rights. Knowledge level of residents and interns in a medical school. Türkiye Klinikleri J Med Ethics, 13, 81-85.
  • Virone, M. G., & Tarasenko, N. (2010). Patient safety and rights: developing tools to support consumer health literacy. In Patient safety and rights: developing tools to support consumer health literacy. (p. 1-13) World Health Organization, Denmark.
  • Vollmann, J., & Winau, R. (1996). Informed consent in human experimentation before the Nuremberg code. BMJ, 313(7070), 1445-1447.
  • Wong, L., Ooi, S. B. S., & Goh, L. G. (2007). Patients' complaints in a hospital emergency department in Singapore. Singapore Medical Journal, 48(11), 990.
  • Yardım, M., & Eser, E. (2017). How many minutes should be reserved per patient in ambulatory care visits? Türkiye Halk Sağlığı Dergisi, 15(1), 58-67.
  • Zincir, H., & Kaya, Z. (2009). Knowledge levels of the health care employees working at the primary health institutions about patient rights. Journal of Human Sciences, 6(1), 877-885.

DOKTORLARIN HASTA HAKLARINA İLİŞKİN BİLGİ, TUTUM, DAVRANIŞLARI VE HASTA ŞİKAYETLERİ: KESİTSEL BİR ÇALIŞMA

Yıl 2022, Cilt: 25 Sayı: 4, 813 - 826, 27.12.2022

Öz

Hasta hakları, sağlık hizmetinden yararlanma ihtiyacı olan bireylerin sırf insan oldukları için sahip oldukları haklardır. Sağlık hizmeti sunumu sırasında, bu haklara uyulmalıdır. Bu çalışma, Erzurum il merkezinde görev yapan doktorların hasta haklarına ilişkin bilgi, tutum ve davranışlarını değerlendirmek ve konuya çözüm önerileri getirmek amacıyla yapılmıştır. Kesitsel ve tanımlayıcı anket çalışmasına, il merkezinde çalışan tüm doktorlar dahil edilmiştir. Katılım oranı %82 idi. Veri toplama aracı olarak sosyodemografik sorular ve hasta hakları ile ilgili bilgi sorularının yer aldığı bir anket kullanılmıştır. Anket doktorlara yüz yüze uygulanmıştır. Hekimlerin hasta hakları konusundaki bilgi puanları oldukça yüksektir. Ancak bilgi düzeylerinin tutum ve davranışa aynı oranda yansımadığı görülmüştür. Katılımcıların sadece üçte biri Hasta Hakları Yönetmeliğ’ini okumuş ve yarısı konu ile ilgili eğitim almıştır. Hekimlerin %76,6'sı (n=562) hasta hakları kavramının hekimlerin haklarını sınırladığını düşünürken, %97,4'ü (n=714) hasta hakları birimlerine gereksiz/uygun olmayan şikayetler olduğunu belirtmiştir. Hekimlerin %64,6'sı hasta ve/veya yakınlarından şikayet almıştır. En sık şikayet nedeni iletişim sorunlarıydı (%21,3, n=294). Sağlık hizmeti verirken hekimlerin %8,3'ü hastalarına gülümsemediğini, %1,1'i (n=8) hasta mahremiyetine dikkat etmediğini, %20,5'i (n=149) hastalara sözlü bilgi vermediğini, %7,3'ü (n=53) tıbbi müdahaleden önce hastalardan yazılı onam almadığını belirtmiştir. Hekimlerin hasta hakları uygulamalarına yönelik olumlu tutum geliştirmeleri ve bu hakları içselleştirmeleri önemlidir. Hasta haklarına yönelik eğitimler tıp eğitimi müfredatında preklinik ve klinik dönemlerde mutlaka yer almalıdır. Hekimler yönetmelikte yapılan değişiklik ve güncellemelerden hizmet içi eğitimler ile haberdar edilmelidir. Bilginin tutum ve davranışa dönüştürülmesini engelleyen faktörler daha geniş çaplı çalışmalarla ortaya konulmalıdır.

Proje Numarası

none

Kaynakça

  • Akdağ, R., & Koç, Y. (2012). Türkiye sağlıkta dönüşüm programı değerlendirme raporu (2003-2011). https://www.saglik.gov.tr/TR,11662/saglik-bakanligi-turkiye-saglikta-donusum-programi-degerlendirme-raporu-2003-2011.html
  • Asplund, K., & Hermerén, G. (2017). The need to revise the Helsinki Declaration. The Lancet, 389(10075), 1190-1191.
  • Barın, I. B. M., Ozyurt, O, & Aydemir Kayabaşı, S. G. (2014, November). A study to review the bimer applications in terms of patient rights made to Erciyes Medicine. V. Uluslararası Hasta ve Çalışan Hakları Kongresi, Antalya
  • Beaupert, F., Carney, T., Chiarella, M., Satchell, C., Walton, M., Bennett, B., & Kelly, P. (2014). Regulating healthcare complaints: a literature review. International Journal of Health Care Guality Assurance, 27(6), 505-518.
  • Bilir, Ö., Sismanlar, D., Ersunan, G., & Ayaz, T. (2015). The perspective of emergency department professionals on patients rights. Konuralp Medical Journal, 7(1), 28-33.
  • Bostan, S. (2007). The investigation of health employees’ attitudes related patient rights: Instances of Farabi Hospital. Hacettepe Journal of Health Administration, 10(1), 1-18.
  • Brennan, T. A., & Mello, M. M. (2003). Patient safety and medical malpractice: a case study. Annals of Internal Medicine, 139(4), 267-273.
  • Carmel, S., & Glick, S. M. (1993). Compassionate physicians: personality traits and prosocial attitudes. Psychological Reports, 73(3_suppl), 1362-1362.
  • Code, N. (1998). The Nuremberg Code. 1949. The ethics of biomedical research. An international perspective. Oxford University Press, New York.
  • Cunningham, W. (2004). The immediate and long-term impact on New Zealand doctors who receive patient complaints. The New Zealand Medical Journal (Online), 117(1198), 1-9.
  • Duran, Ö, Y. G., Uçuk, S., Karaaslan, M., & Aydın, G. (2008). Information status of health personnel working in a state hospital on patient rights. STED, 1(17), 1-6.
  • Eker, H. H., Aydın, H., Karakuş, Z., Şahinoz, T., Özder, A., Tokaç, M., & Öncel, M. (2012). Hasta hakları konusunda farkındalık: sağlık çalışanları arasındaki bir çalışmanın sonuçları. Sakarya Tıp Dergisi, 2(1), 21-29.
  • Esiyok, B., Yasar, Z. F., & Turla, A. (2007). Dentists' knowledge on patient rights. Türkiye Klinikleri Tıp Bilimleri Dergisi, 27(3), 367-372.
  • Gallagher, T. H., & Mazor, K. M. (2015). Taking complaints seriously: using the patient safety lens. BMJ Publishing Group Ltd, 24(6), 352-355.
  • General Directorate of Health Services, Patient Rights and Social Services Department. (2021). Patient rights statistics. https://shgmhastahakdb.saglik.gov.tr/TR-4771/hasta-haklari.html
  • Güldal, D., Ulusel, B., Ozçakar, N., Yeniçeri, N., & Dontlu, Ç. (2005). The challenge of clinical interviewing and physical examination performance for general practitioners in Turkey. Family Medicine, 37(5), 354-359.
  • Harrison, R., Walton, M., Healy, J., Smith-Merry, J., & Hobbs, C. (2016). Patient complaints about hospital services: applying a complaint taxonomy to analyse and respond to complaints. International Journal for Quality in Health Care, 28(2), 240-245.
  • Kırgın Toprak, D., & Şahin, B. (2012). Panorama of patient complaints in ministry of health hospitals. Sağlıkta Performans ve Kalite Dergisi, 3, 1-28.
  • Levinson, W., Roter, D. Mullooly,. Dull, V., & Frankel, R. (1997). ‘Physician-patient communication: The relationship with malpractice claims among primary care physicians and surgeons. JAMA, 277, 553-559.
  • Moghadam, J. M., Ibrahimipour, H., Akbari, A. S., Farahbakhsh, M., & Khoshgoftar, Z. (2010). Study of patient complaints reported over 30 months at a large heart centre in Tehran. Quality and Safety in Health Care, 19(5), e28-e28.
  • Montini, T., Noble, A. A., & Stelfox, H. T. (2008). Content analysis of patient complaints. International Journal for Quality in Health Care, 20(6), 412-420.
  • Ocaktan, E., Yıldız, A., & Özdemir, O. (2004). Abidinpaşa Sağlık Grup Başkanlığı bölgesinde çalışan sağlık personelinin hasta hakları konusunda bilgi ve tutumları. Ankara Üniversitesi Tıp Fakültesi Mecmuası, 57(3), 129-137.
  • Ozdemir, M., Salaçin, S., & Ergonen, A. (2000). The patients’ rights statutes and the physicians’ sensitivities. Turkish Clinics J Med Ethics, 8, 32-77.
  • Parry, J., & Hewage, U. (2009). Investigating complaints to improve practice and develop policy. International Journal of Health Care Quality Assurance, 22(7), 663-669.
  • Pfeil, M. N., Yersin, B., Trueb, L., Feiner, A. S., & Carron, P. N. (2018). A retrospective study of complaint letters sent to a swiss emergency department between 2009 and 2014. Revue d'epidemiologie et de Sante Publique, 66(1), 75-80.
  • Reader, T. W., Gillespie, A., & Roberts, J. (2014). Patient complaints in healthcare systems: a systematic review and coding taxonomy. BMJ Quality & Safety, 23(8), 678-689. Patient rights and patient complaints
  • Ridd, M., Shaw, A., Lewis, G., & Salisbury, C. (2009). The patient–doctor relationship: a synthesis of the qualitative literature on patients' perspectives. British Journal of General Practice, 59(561), 116-133.
  • Rubinsky, V., & Cooke-Jackson, A. (2017). “Where is the love?” Expanding and theorizing with LGBTQ memorable messages of sex and sexuality. Health Communication, 32(12), 1472-1480.
  • Taylor, D. M., Wolfe, R., & Cameron, P. A. (2002). Complaints from emergency department patients largely result from treatment and communication problems. Emergency Medicine, 14(1), 43-49.
  • TC Ministry of Health. (2019). Patient rights regulation. https://shgmgetatdb.saglik.gov.tr/TR- 8468/hasta-haklari-yonetmeligi.html
  • Teall, E. K. (2014). Medicine and doctoring in ancient mesopotamia. Grand Valley Journal of History, 3(1), 1-8.
  • Teke, A., Ucar, M., Demir, C., Celen, O., & Turgut, K. (2007). Evaluation of knowledge and attitudes of the nurses working in a training hospital about patients' rights. TAF Preventive Medicine Bulletin, 6(4), 259-66.
  • Topbas, M., Ozlu, T., Çan, G., & Bostan, S. (2005). How much doctors know about patient’s rights. Knowledge level of residents and interns in a medical school. Türkiye Klinikleri J Med Ethics, 13, 81-85.
  • Virone, M. G., & Tarasenko, N. (2010). Patient safety and rights: developing tools to support consumer health literacy. In Patient safety and rights: developing tools to support consumer health literacy. (p. 1-13) World Health Organization, Denmark.
  • Vollmann, J., & Winau, R. (1996). Informed consent in human experimentation before the Nuremberg code. BMJ, 313(7070), 1445-1447.
  • Wong, L., Ooi, S. B. S., & Goh, L. G. (2007). Patients' complaints in a hospital emergency department in Singapore. Singapore Medical Journal, 48(11), 990.
  • Yardım, M., & Eser, E. (2017). How many minutes should be reserved per patient in ambulatory care visits? Türkiye Halk Sağlığı Dergisi, 15(1), 58-67.
  • Zincir, H., & Kaya, Z. (2009). Knowledge levels of the health care employees working at the primary health institutions about patient rights. Journal of Human Sciences, 6(1), 877-885.
Toplam 38 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Sağlık Kurumları Yönetimi
Bölüm Makaleler
Yazarlar

Esra Çınar Tanrıverdi 0000-0001-8857-3986

Elif Okşan Çalıkoğlu 0000-0001-8959-5001

Sinan Yılmaz 0000-0001-7784-3274

Proje Numarası none
Yayımlanma Tarihi 27 Aralık 2022
Yayımlandığı Sayı Yıl 2022 Cilt: 25 Sayı: 4

Kaynak Göster

APA Çınar Tanrıverdi, E., Çalıkoğlu, E. O., & Yılmaz, S. (2022). KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY. Hacettepe Sağlık İdaresi Dergisi, 25(4), 813-826.
AMA Çınar Tanrıverdi E, Çalıkoğlu EO, Yılmaz S. KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY. HSİD. Aralık 2022;25(4):813-826.
Chicago Çınar Tanrıverdi, Esra, Elif Okşan Çalıkoğlu, ve Sinan Yılmaz. “KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY”. Hacettepe Sağlık İdaresi Dergisi 25, sy. 4 (Aralık 2022): 813-26.
EndNote Çınar Tanrıverdi E, Çalıkoğlu EO, Yılmaz S (01 Aralık 2022) KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY. Hacettepe Sağlık İdaresi Dergisi 25 4 813–826.
IEEE E. Çınar Tanrıverdi, E. O. Çalıkoğlu, ve S. Yılmaz, “KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY”, HSİD, c. 25, sy. 4, ss. 813–826, 2022.
ISNAD Çınar Tanrıverdi, Esra vd. “KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY”. Hacettepe Sağlık İdaresi Dergisi 25/4 (Aralık 2022), 813-826.
JAMA Çınar Tanrıverdi E, Çalıkoğlu EO, Yılmaz S. KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY. HSİD. 2022;25:813–826.
MLA Çınar Tanrıverdi, Esra vd. “KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY”. Hacettepe Sağlık İdaresi Dergisi, c. 25, sy. 4, 2022, ss. 813-26.
Vancouver Çınar Tanrıverdi E, Çalıkoğlu EO, Yılmaz S. KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY. HSİD. 2022;25(4):813-26.