Esra ÇINAR TANRIVERDİ, Elif Okşan ÇALIKOĞLU, Sinan YILMAZ

DOKTORLARIN HASTA HAKLARINA İLİŞKİN BİLGİ, TUTUM, DAVRANIŞLARI VE HASTA ŞİKAYETLERİ: KESİTSEL BİR ÇALIŞMA

Hasta hakları, sağlık hizmetinden yararlanma ihtiyacı olan bireylerin sırf insan oldukları için sahip oldukları haklardır. Sağlık hizmeti sunumu sırasında, bu haklara uyulmalıdır. Bu çalışma, Erzurum il merkezinde görev yapan doktorların hasta haklarına ilişkin bilgi, tutum ve davranışlarını değerlendirmek ve konuya çözüm önerileri getirmek amacıyla yapılmıştır. Kesitsel ve tanımlayıcı anket çalışmasına, il merkezinde çalışan tüm doktorlar dahil edilmiştir. Katılım oranı %82 idi. Veri toplama aracı olarak sosyodemografik sorular ve hasta hakları ile ilgili bilgi sorularının yer aldığı bir anket kullanılmıştır. Anket doktorlara yüz yüze uygulanmıştır. Hekimlerin hasta hakları konusundaki bilgi puanları oldukça yüksektir. Ancak bilgi düzeylerinin tutum ve davranışa aynı oranda yansımadığı görülmüştür. Katılımcıların sadece üçte biri Hasta Hakları Yönetmeliğ’ini okumuş ve yarısı konu ile ilgili eğitim almıştır. Hekimlerin %76,6'sı (n=562) hasta hakları kavramının hekimlerin haklarını sınırladığını düşünürken, %97,4'ü (n=714) hasta hakları birimlerine gereksiz/uygun olmayan şikayetler olduğunu belirtmiştir. Hekimlerin %64,6'sı hasta ve/veya yakınlarından şikayet almıştır. En sık şikayet nedeni iletişim sorunlarıydı (%21,3, n=294). Sağlık hizmeti verirken hekimlerin %8,3'ü hastalarına gülümsemediğini, %1,1'i (n=8) hasta mahremiyetine dikkat etmediğini, %20,5'i (n=149) hastalara sözlü bilgi vermediğini, %7,3'ü (n=53) tıbbi müdahaleden önce hastalardan yazılı onam almadığını belirtmiştir. Hekimlerin hasta hakları uygulamalarına yönelik olumlu tutum geliştirmeleri ve bu hakları içselleştirmeleri önemlidir. Hasta haklarına yönelik eğitimler tıp eğitimi müfredatında preklinik ve klinik dönemlerde mutlaka yer almalıdır. Hekimler yönetmelikte yapılan değişiklik ve güncellemelerden hizmet içi eğitimler ile haberdar edilmelidir. Bilginin tutum ve davranışa dönüştürülmesini engelleyen faktörler daha geniş çaplı çalışmalarla ortaya konulmalıdır.

Anahtar Kelimeler:

Hasta hakları, tutum, şikayet

KNOWLEDGE, ATTITUDES, BEHAVIORS OF THE DOCTORS ABOUT PATIENT RIGHTS, AND PATIENT COMPLAINTS: A CROSS-SECTIONAL STUDY

Patient rights are the entitlements that individuals who need to benefit from health services have just because they are human. These rights should be complied with during health service delivery. This study was conducted to evaluate the knowledge levels, attitudes, and the claim reasons of doctors working in Erzurum city center concerning patient rights and to offer solutions to the matter. A cross-sectional descriptive survey was done. All doctors working in Erzurum city center were included in the study. The participation rate was 82%. A questionnaire with sociodemographic questions and information questions about patients' rights was used as a data collection tool. The questionnaire was applied to doctors face-to-face. Physicians' knowledge scores on patient rights were reasonably high. However, it was observed that the knowledge levels were not reflected in attitudes and behaviors at the same rate. Only one-third of the participants had read the Patient Rights Regulation, and half of them had received training on the subject. Of the physicians, 76.6% (n=562) think that the concept of patient rights limits the rights of doctors, and 97.4% (n=714) claimed that there were unnecessary/inappropriate complaints to the patient-rights units. Of the physicians, 64.6% received complaints from patients and/or their relatives. The most common complaint reason was communication problems (21.3%, n=294). While the doctors providing health care, 8.3% were not smiling at their patients, 1.1% (n=8) were not paying attention to patient privacy, 20.5% (n=149) were not giving verbal information to patients, 7.3% (n=53) were not receiving written consent from patients before the medical intervention. Physicians must develop positive attitudes towards patient rights practices and internalize these rights. Education on patient rights should be included in the medical education curriculum in preclinical and clinical periods. Doctors should be informed about the changes and updates made in the regulation with in-service training. The factors that prevent the transformation of knowledge into attitudes and behaviors should be revealed in larger studies.

Keywords:

Patient Rights, attitude, complaint,

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