Turkiye Klinikleri Journal of Medical Ethics-Law and History

.: RESEARCH
Hasta Hakları İhlali Durumunda Yapılan Şikâyet Başvurularının Analizi
Analysis of Complaints Applications Made in Patient Rights Violation
Aygül YANIKa, Feyza Nur ARSLANb
aİstanbul Medeniyet Üniversitesi Sağlık Bilimleri Fakültesi, Sağlık Yönetimi Bölümü, İstanbul, TÜRKİYE
bHaydarpaşa Numune Eğitim ve Araştırma Hastanesi, Personel Şubesi, İstanbul, TÜRKİYE
Turkiye Klinikleri J Med Ethics. 2020;28(3):403-14
doi: 10.5336/mdethic.2020-74774
Article Language: TR
Full Text
ÖZET
 Bu çalışma, hasta haklarının ihlali durumunda, şikâyet başvurularının kimler tarafından, hangi düzeylerde, hangi şikâyet kategorilerinde yapıldığı, yıllara göre değişip değişmediğinin ve tanımlayıcı özellikler açısından değerlendirilmesi amacıyla yapılmıştır. Çalışma kapsamında, 2015-2019 yılları arasında yapılan şikâyet başvurularına istinaden İl Sağlık Müdürlüğü tarafından incelenen 400 dosyanın analizi yapılmıştır. Çalışma; retrospektif, kesitsel ve tanımlayıcı niteliktedir. Şikâyet başvurularının %53,5'i erkekler ve %64,5'i hasta yakınları tarafından yapılmıştır. Ayrıca şikâyetlerin %62,3'ünün zararla sonuçlanan durumlardan kaynaklandığı belirlenmiştir. En fazla şikâyet başvuruları, adli mercilere suç duyurusu şeklinde olmuştur. Başvuruların çoğunluğunun, sağlık hizmetlerinin kalitesini etkileyecek durumların ihlalinden kaynaklandığı (%50,2) belirlenmiştir. Çalışmada, şikâyet başvurularının cinsiyete, yakınlığa ve hizmet alınan kuruma göre kısmen farklılık gösterdiği belirlenmiştir (p0,05). Bu çalışmanın, sağlık yöneticileri ile sağlık çalışanlarının hasta hakları ihlali durumunda, şikâyet başvurularına farkındalıklarının artırması ve önleyici tedbirler almalarına katkı sağlaması beklenmektedir.

Anahtar Kelimeler: Hasta hakları; hak ihlali; şikâyet
ABSTRACT
 This study was carried out in order to determine who made complaints, in what levels, in which categories of complaints, whether or not they have changed by years in case of violation of patient rights, and to evaluate them in terms of descriptive characteristics. Within the scope of the study, it was analyzed 400 files based on the complaints examined by the Provincial Health Directorate between 2015-2019. The study was retrospective, cross-sectional and descriptive. 53.5% of complaints were made by men and 64.5% were by relatives of patients. It was also determined that 62.3% of the complaints were caused by situations that resulted in disservice. Most complaints were in the form of criminal complaints to the judicial authorities. It was found that the majority of applications were due to violations of situations that would affect the quality of health services (50.2%). In the study, it was determined that the complaints were partially different according to the gender, the applicant and the institution receiving the service (p0.05). This study has expected to increase the awareness of healthcare managers and employees in complaint applications in case of violation of patient rights and contribute to preventive measures.

Keywords: Patient rights; violation of right; complaint
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