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Anmälningar till patientnämnden gällande kommunikation
Uppsala University, Disciplinary Domain of Medicine and Pharmacy, Faculty of Medicine, Department of Public Health and Caring Sciences.
Uppsala University, Disciplinary Domain of Medicine and Pharmacy, Faculty of Medicine, Department of Public Health and Caring Sciences.
2016 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Bakgrund: I mötet med vården upplever många patienter att kommunikationen och bemötandet brister. Den nya Patientlagen är avsedd för att förbättra situationen. Patientklagomål som har skickats in till patientnämnden kan hjälpa till att förstå faktorer och hinder som finns och vilka delar av Patientlagen som behöver implementeras bättre för att förbättra kvalitet av vården för alla. Syfte: Att granska klagomål om kommunikation inkomna till en patientnämnd vad gäller bakgrundsfaktorer bland patienterna, analysera anmälningarna utifrån Patientlagens bestämmelser samt undersöka vilka åtgärder de har lett till. Metod: En empirisk studie med beskrivande design med en kvantitativ ansats användes. Materialet samlades in från en patientnämnds databas i Sverige. Alla ärenden som handlade om kommunikation på ett sjukhus i Mellansverige och som kom in under 2015 inkluderades. Resultat: I de flesta fall anmälde patienten själv (72,7 %) händelsen och de var ofta kvinnor (61,7 %). Medelåldern på de som anmälde var 44 år. Det verksamhetsområde som gav flest anmälningar var ortopedi (13,7 %). Anmälningarna visade problem med att uppfylla Patientlagens kapitel om inledande bestämmelser, information, samtycke och delaktighet. Patientnämnden hade kontakt med vården i över hälften av fallen samtidigt som en femtedel av anmälningarna inte ledde till någon åtgärd. Slutsats: I vården finns det brister på hur Patientlagens krav uppfylls för till exempel information, samtycke och delaktighet. Mer uppmärksamhet borde ges till att utveckla fungerande kommunikation mellan vården, patienten och anhöriga.

Abstract [en]

Background: There is a lot of room for improvement in how patients experience their communication with the health care providers. The new Patient Law is intended to improve the situation. Patient complaints that are submitted to the Patient Advisory Committee can help to understand the factors and barriers that exist and which parts of the Patient Law that need more implementation to make health care better for all. Objective: This study examined complaints about communication that had been sent in to one Patient Advisory Committee in Sweden. From the complaints the study examined who makes the complaint (patient/relative, gender and age), in which care unit most of the complaints occur in and to which paragraphs of the Patient Law the complaint could be classified into. Finally the study examined what measures had been taken because of the complaints. Method: An empirical study with descriptive design with quantitative approach was used. The complaints were gathered from one Patient Advisory Committees database. All complaints concerning communication in one hospital in Sweden that were sent in during 2015 were included. Results: In the majority of all cases the patient reported the complaints themselves (72,7 %) and they were mostly women (61,7 %) The average age of those whom the complaints were about was 44 years. The care unit that got most complaints was orthopedics (13,7 %). The reports showed problems implementing Swedish Patient law’s chapter on initial regulations, information, consent and participation. The Patient Advisory Committee had contact with the health care providers in over 50 % of the cases but in 20 % of the cases the complaints did not lead to any measures. Conclusion: There are a lot of deficiencies in adhering to the Patient Laws requi,,rements for instance for information, approval and participation and more attention should be given to developing a well-functioning communication between the health care personnel, the patient and the relatives.

Place, publisher, year, edition, pages
2016.
Keyword [en]
Patient Advisory Committee, complaints, communication, nursing
Keyword [sv]
patientnämnden, klagomål, kommunikation, omvårdnad
National Category
Nursing
Identifiers
URN: urn:nbn:se:uu:diva-294546OAI: oai:DiVA.org:uu-294546DiVA: diva2:930484
Educational program
Registered Nurse Programme
Supervisors
Examiners
Available from: 2016-05-25 Created: 2016-05-24 Last updated: 2016-05-25Bibliographically approved

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Citation style
  • apa
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  • de-DE
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  • nn-NB
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  • Other locale
More languages
Output format
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  • text
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