Reporting violations of European Charter of Patients’ Rights: analysis of patient complaints in Croatia

Abstract Background The European Charter of Patients' Rights (ECPR) presents basic patients' rights in health care. We analysed the characteristics of patients' complaints about their rights submitted through the official complaints system and to a non-governmental organization in Cro...

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Autores principales:	Jasna Karačić, Marin Viđak, Ana Marušić
Formato:	article
Lenguaje:	EN
Publicado:	BMC 2021
Materias:	Right to healthcare Informed consent Quality of health care Health ethics Patient perspective Medical philosophy. Medical ethics R723-726
Acceso en línea:	https://doaj.org/article/6bf5928a8b2942259fad89ac075e0649
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spelling	oai:doaj.org-article:6bf5928a8b2942259fad89ac075e06492021-11-14T12:05:47ZReporting violations of European Charter of Patients’ Rights: analysis of patient complaints in Croatia10.1186/s12910-021-00714-31472-6939https://doaj.org/article/6bf5928a8b2942259fad89ac075e06492021-11-01T00:00:00Zhttps://doi.org/10.1186/s12910-021-00714-3https://doaj.org/toc/1472-6939Abstract Background The European Charter of Patients' Rights (ECPR) presents basic patients' rights in health care. We analysed the characteristics of patients' complaints about their rights submitted through the official complaints system and to a non-governmental organization in Croatia. Methods The official system for patients’complaints in Croatia does not have a common pathway but offers different modes for addressing patient complaints. In this cross-sectional study, we analysed the reports about patients’ complaints from the official regional committees sent to the Ministry of Health. We also analysed the complaints received by the Croatian Association for the Protection of Patient’s Rights (CAPR) and mapped them to the ECPR. Results The aggregated official data from the Ministry of Health in 2017 and 2018 covered only 289 individual complaints from 10 out of 21 counties. Complaints were most frequently related to secondary and tertiary healthcare institutions and details were not provided. CAPR received a total of 440 letters, out of which 207 contained 301 complaints about violations of patients’ rights in 2017–2018. The most common complaint was the Right of Access to health care (35.3%) from the ECPR, followed by the Right to Information (29.9%) and the Right to Safety (21.7%). The fewest complaints were about the Right to Complain (1.9%), Right to Innovation (1.4%), Right to Compensation (1.4%), and Right to Preventive Measures (1.0%). Conclusions Reporting and dealing with patients’ complaints about violations of their patients’ rights does not appear to be effective in a system with parallel but uncoordinated complaints pathways. Mapping patient's complaints to the ECPR is a useful tool to assess the perception of patients’ rights and to plan actions to improve the complaints system for effective health care.Jasna KaračićMarin ViđakAna MarušićBMCarticleRight to healthcareInformed consentQuality of health careHealth ethicsPatient perspectiveMedical philosophy. Medical ethicsR723-726ENBMC Medical Ethics, Vol 22, Iss 1, Pp 1-10 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	Right to healthcare Informed consent Quality of health care Health ethics Patient perspective Medical philosophy. Medical ethics R723-726
spellingShingle	Right to healthcare Informed consent Quality of health care Health ethics Patient perspective Medical philosophy. Medical ethics R723-726 Jasna Karačić Marin Viđak Ana Marušić Reporting violations of European Charter of Patients’ Rights: analysis of patient complaints in Croatia
description	Abstract Background The European Charter of Patients' Rights (ECPR) presents basic patients' rights in health care. We analysed the characteristics of patients' complaints about their rights submitted through the official complaints system and to a non-governmental organization in Croatia. Methods The official system for patients’complaints in Croatia does not have a common pathway but offers different modes for addressing patient complaints. In this cross-sectional study, we analysed the reports about patients’ complaints from the official regional committees sent to the Ministry of Health. We also analysed the complaints received by the Croatian Association for the Protection of Patient’s Rights (CAPR) and mapped them to the ECPR. Results The aggregated official data from the Ministry of Health in 2017 and 2018 covered only 289 individual complaints from 10 out of 21 counties. Complaints were most frequently related to secondary and tertiary healthcare institutions and details were not provided. CAPR received a total of 440 letters, out of which 207 contained 301 complaints about violations of patients’ rights in 2017–2018. The most common complaint was the Right of Access to health care (35.3%) from the ECPR, followed by the Right to Information (29.9%) and the Right to Safety (21.7%). The fewest complaints were about the Right to Complain (1.9%), Right to Innovation (1.4%), Right to Compensation (1.4%), and Right to Preventive Measures (1.0%). Conclusions Reporting and dealing with patients’ complaints about violations of their patients’ rights does not appear to be effective in a system with parallel but uncoordinated complaints pathways. Mapping patient's complaints to the ECPR is a useful tool to assess the perception of patients’ rights and to plan actions to improve the complaints system for effective health care.
format	article
author	Jasna Karačić Marin Viđak Ana Marušić
author_facet	Jasna Karačić Marin Viđak Ana Marušić
author_sort	Jasna Karačić
title	Reporting violations of European Charter of Patients’ Rights: analysis of patient complaints in Croatia
title_short	Reporting violations of European Charter of Patients’ Rights: analysis of patient complaints in Croatia
title_full	Reporting violations of European Charter of Patients’ Rights: analysis of patient complaints in Croatia
title_fullStr	Reporting violations of European Charter of Patients’ Rights: analysis of patient complaints in Croatia
title_full_unstemmed	Reporting violations of European Charter of Patients’ Rights: analysis of patient complaints in Croatia
title_sort	reporting violations of european charter of patients’ rights: analysis of patient complaints in croatia
publisher	BMC
publishDate	2021
url	https://doaj.org/article/6bf5928a8b2942259fad89ac075e0649
work_keys_str_mv	AT jasnakaracic reportingviolationsofeuropeancharterofpatientsrightsanalysisofpatientcomplaintsincroatia AT marinviđak reportingviolationsofeuropeancharterofpatientsrightsanalysisofpatientcomplaintsincroatia AT anamarusic reportingviolationsofeuropeancharterofpatientsrightsanalysisofpatientcomplaintsincroatia
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Reporting violations of European Charter of Patients’ Rights: analysis of patient complaints in Croatia

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