Patients' rights to complain in Finnish psychiatric care: An overview

Välimäki, Maritta; Kuosmanen, Lauri; Kärkkäinen, Jukka; Kjervik, Diane K.

doi:10.1016/j.ijlp.2009.02.002

Cited by 8 publications

(13 citation statements)

References 29 publications

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“…Evidence also shows that increasing patient awareness of the existing complaints channels, and patient rights, can be effective in improving their ability to complain, as demonstrated in Sweden and Finland [31,57]. Raising awareness about, the options available, the ease of access to different options, the results that each option offers, the fairness of the process and the commitment to justice, should enhance citizens’ ability to complain [58].…”

Section: Resultsmentioning

confidence: 99%

“…The existence of an independent Ombudsman in Finland [57], a quasi-independent body such as a Patient Advisory Committee in Sweden [31], or the Health Care Inspectorate in the Netherlands [63], have been shown to make the complaint-handling processes more independent and to improve the monitoring of such processes, particularly when supplemented by local arrangements to operationalise and implement the policies. Examples of such effective local arrangements include Local Medical Committees and the Patient Advice and Liaison Service in the UK, and independent dispute committees and patient councils in the Netherlands.…”

Section: Resultsmentioning

confidence: 99%

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Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Mirzoev

Kane

2018

Global Health Action

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Background: Information from patient complaints – a widely accepted measure of patient satisfaction with services – can inform improvements in service quality, and contribute towards overall health systems performance. While analyses of data from patient complaints received much emphasis, there is limited published literature on key interventions to improve complaint management systems. Objectives: The objectives are two-fold: first, to synthesise existing evidence and provide practical options to inform future policy and practice and, second, to identify key outstanding gaps in the existing literature to inform agenda for future research. Methods: We report results of review of the existing literature. Peer-reviewed published literature was searched in OVID Medline, OVID Global Health and PubMed. In addition, relevant citations from the reviewed articles were followed up, and we also report grey literature from the UK and the Netherlands. Results: Effective interventions can improve collection of complaints (e.g. establishing easy-to-use channels and raising patients’ awareness of these), analysis of complaint data (e.g. creating structures and spaces for analysis and learning from complaints data), and subsequent action (e.g. timely feedback to complainants and integrating learning from complaints into service quality improvement). No one single measure can be sufficient, and any intervention to improve patient complaint management system must include different components, which need to be feasible, effective, scalable, and sustainable within local context. Conclusions: Effective interventions to strengthen patient complaints systems need to be: comprehensive, integrated within existing systems, context-specific and cognizant of the information asymmetry and the unequal power relations between the key actors. Four gaps in the published literature represent an agenda for future research: limited understanding of contexts of effective interventions, absence of system-wide approaches, lack of evidence from low- and middle-income countries and absence of focused empirical assessments of behaviour of staff who manage patient complaints.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Mirzoev

Kane

2018

Global Health Action

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“…The notion of patient rights has been developed on the basis of concept of the person, and the fundamental dignity and equality of all human beings recognized in the Universal Declaration of Human Rights in 1948. Since, numerous declarations and professional ethical codes have sought to ensure the protection of fundamental human rights and to promote the humanitarian treatment of all patients ( Välimäki, 2009) .…”

Section: Introductionmentioning

confidence: 99%

Association between Awareness of Patient Rights and Patient’s Education, Seeing Bill, and Age: A Cross-Sectional Study

Yaghobian¹,

Kaheni²,

Danesh³

et al. 2014

GJHS

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Background:Considering the controversial results of previous reports on awareness of bill of patients’ rights in different regions, as well as the fact that no report is available on the awareness of patients of their rights in teaching hospitals of Sari, we conducted the present study.Materials and Methods:This is a cross-sectional Study conducted in teaching hospitals of Sari in 2011. The study population consisted of 336 patients recruited from 4 hospitals affiliated with Mazandaran University of Medical Sciences in Sari, through calculating the selection quota of each hospital. Data were collected through face-to-face interview on discharge, using a two-section questionnaire based on the bill of patient rights and with verified reliability and validity. Data analysis was accomplished on SPSS soft- ware version 10.Results:55.4% of patients were women and 44.6% were men. The patients’ mean age was 40.93 ± 15.04 years and the mean length of stay was 4.6 ± 3.34 days. Most patients had elementary education (36%) or were illiterate (25%). The majority (63.4%) had not seen the bill of patients’ rights. 58.9% had poor knowledge, 12% had intermediate knowledge, and 29.1% had good knowledge. As for the articles of the bill, the poorest awareness correlated to the 9th article (the right to participate or refrain from participating in research). We found a significant relationship between awareness of the bill, and the patient’s education, seeing the bill, and age (p<0.0005).Conclusion:The results of the present study indicate that patients are not sufficiently aware of their rights, and this problem requires comprehensive planning to be resolved.

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“…Second, the principles of complaint handling procedures in Vietnam are similar to the systems in some high-income countries such as Finland, the United Kingdom, Sweden, France and Holland and include similar stages: appealing to local facilities, higher levels within health system or local authority and/or other stakeholders such as courts and insurance centres. 1 , 8 , 9 , 11 , 24 In Vietnam, however, most complaint cases are solved within hospitals and, as a result, there are low numbers of reported complaints. A neutral body like an Ombudsman in Finland, 11 or a quasi-independent body such as a patient advisory committee in Sweden, 9 could make the complaint handling process more independent and represents a possible next step in further improvement of the complaint system.…”

Section: Discussionmentioning

confidence: 99%

“… 25 Patients in Vietnam often have limited knowledge on complaint processes, especially procedures for appealing against decisions, and lack of contacts and lack of resources required for higher levels, such as courts or media, can make patients feel ‘powerless’ in the complaint process, forcing them to accept the hospitals decision. Välimäki et al 11 state the importance of increasing patients’ knowledge about their rights, which can be done when the patient receives information about their illness and its treatment. In France, after the introduction of a Law on patient’s rights, an increase in the number of complaints in hospitals indicated an increase in awareness of patients on their rights regarding medical issues.…”

Section: Discussionmentioning

confidence: 99%

Patient complaints in healthcare services in Vietnam’s health system

Mirzoev

Morgan

2015

SAGE Open Medicine

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Background:There is growing recognition of patient rights in health sectors around the world. Patients’ right to complain in hospitals, often visible in legislative and regulatory protocols, can be an important information source for service quality improvement and achievement of better health outcomes. However, empirical evidence on complaint processes is scarce, particularly in the developing countries. To contribute in addressing this gap, we investigated patients’ complaint handling processes and the main influences on their implementation in public hospitals in Vietnam.Methods:The study was conducted in two provinces of Vietnam. We focused specifically on the implementation of the Law on Complaints and Denunciations and the Ministry of Health regulation on resolving complaints in the health sector. The data were collected using document review and in-depth interviews with key respondents. Framework approach was used for data analysis, guided by a conceptual framework and aided by qualitative data analysis software.Results:Five steps of complaint handling were implemented, which varied in practice between the provinces. Four groups of factors influenced the procedures: (1) insufficient investment in complaint handling procedures; (2) limited monitoring of complaint processes; (3) patients’ low awareness of, and perceived lack of power to change, complaint procedures and (4) autonomization pressures on local health facilities. While the existence of complaint handling processes is evident in the health system in Vietnam, their utilization was often limited. Different factors which constrained the implementation and use of complaint regulations included health system–related issues as well as social and cultural influences.Conclusion:The study aimed to contribute to improved understanding of complaint handling processes and the key factors influencing these processes in public hospitals in Vietnam. Specific policy implications for improving these processes were proposed, which include improving accountability of service providers and better utilization of information on complaints.

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Patients' rights to complain in Finnish psychiatric care: An overview

Cited by 8 publications

References 29 publications

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Association between Awareness of Patient Rights and Patient’s Education, Seeing Bill, and Age: A Cross-Sectional Study

Patient complaints in healthcare services in Vietnam’s health system

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