Author/Editor		Dovjak-Plešej, Maja
Title		Kakovost v zdravstvu skozi oči pacienta
Translated title		The quality of health services through the eyes of the patient
Type		članek
Source		Zdrav Vestn
Vol. and No.		Letnik 67, št. 10
Publication year		1998
Volume		str. 567-70
Language		slo
Abstract		The quality of health services perceived through the eyes of the patient may be different from what is usually taken for quality by providers of services and those who create the health care system. Patients see the quality of health services closely associated with the quality of human relations among all who take part in the process of treatment. Respect for human rights, personal integritey and patient's dignity are relevant factors for assessing the quality of health services. The users of health services include sopatients who ned medical help, as well as healthy individuals. The latter, while also being payers of health taxes and contributions wisk to be well informed of what to expect from healh care. This is the reason why in some European countries, patient and consumer organizations regard the patient as a "consumer". Such an approach delivers greater authority to the patient and thus provides him or her more impact on the decision-making process in health casre. European countries have increasingly begun to define patient rights in a special law or a patient charter. At the international level patient rights have been laid down in a Declaration on the Promotion of Patient Rights, adopted by WHO in 1994. In Slovenia, patient rights are adequately defined in different pieces of legislation. The experience has, however, shown that they are frequently not followed by appropriate enforcement. Analyses have shown a substaintial gap between patients rights laid down in the law and their enforcement which is due to inadequate complaint procedures available to patients in health care. These procedures are complicated and not formalized. A several stage complaint scheme with clear allocation of responsibilities and competencies of institutions and bodies involved in complaint handling, appears to be a far better solution.
Summary		Kakovost skozi oči pacienta ni vedno kakovost, razpoznana s strani oblikovalcev zdravstvenega sistema in izvajalcev storitev. Pacienti kakovost zdravstvene storitve neločljivo povezujemo s kakovostjo človeškega stika in odnosa vseh, ki pri zdravljenju sodelujejo. Pomemben sestavni del kakovosti zdravstvene storitve je upoštevanje temeljnih človeških pravic, predvsem varovanje osebne integritete in dostojanstva pacienta. Uporabniki zdravstvenega varstva pa niso le tisti, ki že potrebujejo zdravniško pomoč, so tudi zdravi ljudje, ki kot plačniki zdravstvenih prispevkov preprosto želijo vedeti, kaj lahko pričakujejo od zdravstvenega varstva. Zaradi tega se v nekaterih evropskih državah organizacije za varstvo pacientov in potrošniške organizacije zavzemajo za pojmovanje vloge pacienta kot "potrošnika zdravstvenega varstva, ker daje takšen pristop pacientu večjo težo in možnost družbenega vpliva. Vse več evropskih držav pravice pacientov definira v posebnem zakonu ali listini o pravicah pacientov. Na mednarodni ravni so pravice pacientov opredeljene v Deklaraciji o promociji pravic pacientov v Evropi, ki jo je sprejela Svetovna zdravstvena organizacija leta 1994. V Sloveniji so pravice pacientov v zakonih ustrezno opredeljene, vendar izkušnje kažejo, da jih je v praksi težko uresničevati. Analize so pokazale, da v slovenskem zdravstvu ni ustreznih pritožnih mehanizmov za paciente, saj so obstoječi pritožni postopki neformalizirani in zapleteni. Ustreznejša rešitev se kaže v sistemskem pristopu k reševanju pritožb, ki naj bi zagotovil različne ravni reševanja pritožb in njihovo mdesebojno dopolnjevanje z jasno razmejitvijo pristojnosti vpletenih institucij ali organov glede na vsebine pritožbe.
Descriptors		QUALITY ASSURANCE, HEALTH CARE PATIENT ADVOCACY LEGISLATION, MEDICAL PATIENT DROPOUTS MALPRACTICE