Empirical Evidence on Violations of Patient Rights in the Republic of Slovenia

  • Anka Mohorič Kenda
  • Robert Leskovar Universsity of Maribor, Faculty of Organizational Science, Kidričeva cesta 55a, 4000 Kranj
  • Rajko Pirnat University of Ljubljana, Faculty of Law, Poljanski nasip 2, 1000 Ljubljana
  • Duško Uršič University of Maribor, Faculty of Economics and Business, Raylagova ulica 14, 2000 Maribor
  • Milan Pukšič Eurogen d.o.o., Malgajeva ulica 17, 1000 Ljubljana
Keywords: patient complaints, violations of patient rights, simulation model, quality and management in health care

Abstract

The objective of the study was to: a) Analyse the causes of patient complaints on a large sample of the population of the Republic of Slovenia, and b) Develop a discrete simulation model used for the handling of patient complaints. Data obtained from the survey (N=1195), was used in the determination of parameters while legislation in the field of patient rights was employed to determine the structure of the simulation model. The model was used to simulate activities for different categories and paths of complaints. The most commonly identified causes of patient complaints were identified as follows: violation of legislative stipulations (93.6%), deterioration of health (93.1%), suspected improper treatment (91.7%), staff unavailability (91.1%), disregard of violations (90.9%) and loss of documentation (89.4%). Through improved transparency and safe electronic access, the simulation of patient complaints process enables feedback for policy makers to foster the quality of healthcare services.

Author Biographies

Robert Leskovar, Universsity of Maribor, Faculty of Organizational Science, Kidričeva cesta 55a, 4000 Kranj
Professor
Rajko Pirnat, University of Ljubljana, Faculty of Law, Poljanski nasip 2, 1000 Ljubljana
Professor
Duško Uršič, University of Maribor, Faculty of Economics and Business, Raylagova ulica 14, 2000 Maribor
Professor

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Published
2016-07-31
Section
Conference Paper