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Vad händer med dina synpunkter på sjukvården?: En kvalitativ studie om hantering av patientsynpunkter inom primärvården i Uppsala Läns Landsting
Uppsala University, Disciplinary Domain of Medicine and Pharmacy, Faculty of Medicine, Department of Public Health and Caring Sciences.
2013 (Swedish)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [sv]

Syfte: Att genom en kvalitativ ansats undersöka vilka möjligheter som finns för patienter att lämna synpunkter inom primärvården samt hur verksamhetschefer inom primärvården hanterar och arbetar med patienternas synpunkter som en del av sitt kvalitetsarbete.

Metod: Kvalitativ studie med deskriptiv design. Datainsamlingen bestod av ljudinspelade intervjuer utifrån en semistrukturerad intervjuguide. Aktuellt urval var nio verksamhetchefer inom primärvården i Uppsala län. Fem offentliga vårdgivare respektive fyra privata vårdgivare inkluderades i studien. Resultatet analyserades utifrån studiens tre frågeställningar liknande en tematisk analys.

Resultat: Samtliga informanter arbetar med och hanterar mottagna synpunkter i enlighet med den aktuella verksamhetens rutiner kring hantering av patientsynpunkter. Dock ingår inte patientsynpunkter som en del av informanternas beskrivna systematiska förbättringsarbete. Resultatet pekar vidare på en bristande kunskap hos informanterna om aktuella styrkort och riktlinjer för hur hanteringen av patientsynpunkter ser ut. Slutligen finner författaren bristande informationskanaler gällande lämnade av patientsynpunkter. Endast tre av nio aktuella vårdgivare informerar patienterna om möjligheterna till att lämna synpunkter.

Abstract [en]

Purpose: The purpose of this study was to investigate what possilibilities there are for patients to complain at the primary health care in Uppsala county, also to investigate how managers in the primary health care work with the patients complaints in their further qualitywork.

Method: This was a qualitative study based on a descriptive design. The datacollection was made by audiorecorded interviews , which were formed by a semistructured interviewguide. The study sample contained nine managers from the primary health care in Uppsala county.Five managers represented public primary healthcenters and four managers represented private primary healthcenters. The result of the study was analysed from the three mainquestions of the study. The analythicmethod was based on a thematic analysis.

Results: All of the nine informants work with and handle patient complaints following the rules for handle patient complaints on their workplace. Patient complaints are not included in these nine primary health centers work for quality improvement. The result of this study also shows that the informants in this study have insufficient knowledges in the laws and the rules valid for managing patient complaints. Finally the author of this study sees insufficient ways of information on the possilbilities for the patients to complain on the primary health care in Uppsala county. Only three of nine caregivers in this study inform their patients of the possibility to complain on the primary health care.

Place, publisher, year, edition, pages
2013. , 61 p.
Keyword [en]
Patient participation, quality of healthcare, quality management, primary healthcare, incident reports, adverse reports
National Category
Public Health, Global Health, Social Medicine and Epidemiology
Identifiers
URN: urn:nbn:se:uu:diva-208584OAI: oai:DiVA.org:uu-208584DiVA: diva2:653361
Subject / course
Public Health
Educational program
Master Programme in Public Health
Supervisors
Examiners
Available from: 2013-10-03 Created: 2013-10-03 Last updated: 2013-10-03Bibliographically approved

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CiteExportLink to record
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