Aduan Di Hospital Sultan Ismail Johor Bahru Dan Faktor Yang Mempengaruhi Tuntutan Pampasan

  • Marsom Surya National University of Malaysia
  • Azimatun Noor Aizuddin Universiti Kebangsaan Malaysia
  • Hanuzah Omar Universiti Kebangsaan Malaysia
Keywords: Complaints, patient’s complaint, compensation claims

Abstract

ABSTRACT Introduction: Complaints in the health care system are complaints made by patients or patient’s relatives due to various reasons such as poor quality of service or unmeet expectations. There are few studies done measuring the prevalence of hospital’s complaints but none being done in Hospital Sultan Ismail Johor Bahru and very limited study looking at factors associated with it and with compensation claims. This study aims to identify complaints at Hospital Sultan Ismail Johor Bahru and factors associated with complaints and with compensated claims. Methods A cross sectional study was done at Hospital Sultan Ismail Johor Bahru using a data from 1st January 2009 until 31st December 2016. All relevant data was taken from the complaint data collected by the hospital Complaints Management Committee. Results The study found a total of 304 complaints data with a prevalence of 0.13 per 1000 patient arrivals. Out of these complaints, 16.7% were compensation claims. 51.5% of complainants were male and 67.4% were Malays. 46.2% of complaints were related to clinical management, 61.4% were made against the doctor. Only 12.1% complaints were related to mortality and 11.4% related to morbidity. This study also found that there was significant relationship between race, type of complaint and disease factor with complaints. Conclusions Compensation claims were highly related to clinical management and disease factors. These complaints should investigate thoroughly to see what can be done or to be improved in the future. Keywords Complaints, patient’s complaint, compensation claims     ABSTRAK   Pengenalan: Aduan dalam sistem rawatan kesihatan adalah aduan yang dibuat oleh pesakit atau saudara-mara pesakit kerana pelbagai alasan seperti kualiti perkhidmatan yang buruk atau harapan yang tidak dipenuhi. Terdapat beberapa kajian yang dilakukan untuk mengukur berlakunya aduan hospital tetapi tidak ada yang dilakukan di Hospital Sultan Ismail Johor Bahru dan kajian yang sangat terhad melihat faktor-faktor yang berkaitan dengannya dan dengan tuntutan pampasan. Kajian ini bertujuan untuk mengenal pasti aduan di Hospital Sultan Ismail Johor Bahru dan faktor-faktor yang berkaitan dengannya dan dengan tuntutan pampasan. Metodologi: Kajian ini menggunakan kaedah keratan lintang (cross sectional study). Data diambil dari jumlah aduan terkumpul oleh Jawatankuasa Pengurusan Aduan Hospital Sultan Ismail Johor Bahru bermula dari 1 Januari 2009 sehingga 31 Disember 2016. Hasil Kajian: Hasil kajian mendapati terdapat 304 data aduan dengan prevalens 0.13 per 1000 kedatangan pesakit. Seramai 16.7% pengadu telah membuat tuntutan pampasan. Kebanyakan pengadu adalah terdiri daripada lelaki (51.5%) dengan (67.4%) adalah berbangsa Melayu.  Sejumlah (46.2%) aduan adalah berkaitan pengurusan klinikal, (61.4 %) aduan dibuat terhadap perkhidmatan doktor manakala (12.1%) aduan adalah berkaitan mortaliti dan (11.4%) berkaitan morbiditi. Kajian ini juga mendapati terdapat hubungan di antara bangsa, jenis aduan dan faktor penyakit dengan tuntutan pampasan. Kesimpulan Aduan berkaitan pengurusan klinikal dan faktor penyakit mempunyai hubungan signifikan dengan pengadu yang menuntut pampasan. Oleh itu, aduan ini harus disiasat secara menyeluruh untuk mengetahui apa yang perlu dilakukan atau diperbaiki supaya kejadian tidak berulang pada masa akan dating. Kata Kunci    Aduan, aduan pesakit, tuntutan pampasan    

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Published
2022-02-18
How to Cite
Surya, M., Aizuddin, A. N., & Omar, H. (2022). Aduan Di Hospital Sultan Ismail Johor Bahru Dan Faktor Yang Mempengaruhi Tuntutan Pampasan. International Journal of Public Health Research, 12(1). Retrieved from https://spaj.ukm.my/ijphr/index.php/ijphr/article/view/350
Section
Public Health Research Articles