Author/Editor		Pivec, Gregor; Crnjac, Anton
Title		Reševanje pritožb v UKC Maribor
Type		članek
Source		62193409
Publication year		2009
Volume		str. 69-76
Language		slv
Abstract		Reševanje pritožb je osnovna in izredno pomembna dejavnost vsakega zdravstvenega zavoda, urejene pritožbene poti pa pomemben dokument, ki regulira to dejavnost. V UKC Maribor imamo že vrsto let urejeno stopenjsko reševanje pritožb, ki smo ga nadgradili leta 2008 s sprejetjem zakona o pacientovih pravicah. Analizirali smo prispele pritožbe za zadnje petletno obdobje, rezultate raziskave pa izkoristili za izboljšave na področju strokovnega in organizacijskega dela in tako neposredno dvignili raven varnosti pri zdravljenju naših bolnikov.Handling patients' complaints is of great importance in every medical institution, however the complaints procedures represents a significant document regulating this activity. University medical centre Maribor has for many years an agreed and graded procedure for handling patients' complaints which was upgraded when the law on patients' rights was passed in 2008. We have analysed the received complaints over the past five years and used the results for improving the professional and organizational work. In this way we have indirectly improved safety levels in our medical care.
Descriptors		Patient Advocacy Bolnik, pravice Patient Satisfaction Bolnik, zadovoljstvo Safety Varnost
Keywords		bolnik pritožbe pritožbene poti analiza rezultatov Univerzitetni klinični center Maribor