Pacientų įtraukties instrumentai sveikatos priežiūros paslaugų kokybei gerinti

• MRU CRIS: knygos tekstas

• Jankauskienė, Danguolė
• Mockevičienė, Birutė
• Servetkienė, Vaida
• Jankauskienė, Augustina
• Ažukaitis, Karolis
• Trinkūnas, Justas
• Puronaitė, Roma
• Vaitkevičienė, Goda Elizabeta
• Černovas, Andrejus

LTPacientų įtrauktis į gydymo procesą ir sveikatos priežiūros valdymą (kaip ir paslaugų kokybės matavimą) yra aktuali ir nelengvai sprendžiama problema ne tik medicinos ir vadybos praktikoje, bet ir moksle, ieškant tinkamiausių instrumentų, padedančių įtraukti pacientus į sveikatos priežiūros kokybės gerinimą. Monografijoje pristatomi pagal geriausias tarptautines praktikas sukurti, išbandyti ir Lietuvos sąlygoms pritaikyti bei į sveikatos priežiūros įstaigos kokybės valdymą bei informacinę e. sveikatos sistemą integruoti pacientų grįžtamojo ryšio instrumentai bei jų kūrimo procesas. [Anotacija knygoje]

ENThe success of health policy and the healthcare sector is increasingly measured in terms of the dynamics and changes in public trust in the healthcare system, the quality of services provided by healthcare facilities matching people’s expectations, and the fulfilment of patient needs. In order to ensure the required efficiency of public services and to provide better-quality and more accessible healthcare services that match the expectations of the population, it is necessary that the recipients of these services (patients) themselves are actively engaged in improvement processes. Therefore, increasing importance and value is placed on the engagement of the patient in the process of improving healthcare services as an active and informed participant of the healthcare system. Due to different interests, the quality of healthcare is assessed from the point of view of the patient, the professional (physician), and the healthcare manager. Each of these individuals has their own dimensions of evaluation and their own perceptions. Patients are interested in receiving as many services as possible quickly and free of charge, and they tend to measure the quality of services in terms of how fast they regain a good quality of life, the ability to work, and their self-sufficiency, as well as in terms of the way they are treated by the medical staff during the process of their healthcare and treatment. Physicians are concerned about: the modernity of the medical equipment and devices they work with; the improvement of their skills; remuneration; and their working conditions. Meanwhile, the manager’s main task is ensuring the efficiency of service provision. Although the overall aim is to provide the best possible service to the patient, differing ideas exist as to how to achieve this more quickly and to a better standard.Health policy makers, therefore, face a very difficult challenge in terms of how they improve standards of quality and accessibility while taking into account the overall aim and interests of the parties involved and motivating all stakeholders in the healthcare system to strive for this goal. At every stage of health system development, the involvement of patients in the treatment process and in the management of healthcare (including the measurement of quality of care) is a critical and challenging issue. This is a difficult and multi-complex issue – not only in medical and management practice, but also in science more widely – and often involves searching for the most appropriate, well-understood instruments. These instruments should help to: combine the dimensions and perspectives of patients, physicians and managers in assessing the quality of healthcare in terms of its structure, process and outcome; combine patient participation via their feedback and results, with a public interest in improving the quality of healthcare and the needs of the system; and be aware of the existing obstacles in the organisation of healthcare. Although health management innovations such as e-Health and its tools have enabled the development and implementation of patient feedback tools, there is still a lack of innovative and science-based e-Health tools that, at the current level of societal and technological maturity, would help to engage patients to improve the quality of healthcare.Therefore, health policy and management researchers from Mykolas Romeris University and researchers and practitioners from the Santaros Clinics at Vilnius University Hospital – physicians, management staff, and IT specialists – joined forces to create a project aiming to improve patient engagement in healthcare quality management by developing e-Health system-integrated tools that combine the assessment of a patient’s post-treatment quality of life and their experience in the healthcare system. This project brought together social and medical scientists and practitioners; patient organisations were also involved. The following activities were carried out during the project, using qualitative and quantitative sociological research and experimentation: (a) the patient’s journey through the healthcare system was analysed and reflected in a process map, and the most significant obstacles at the patient’s journey stages were identified; (b) after the analysis of international experience in the development of patient-reported outcome measures (PROMs) and patientreported experience measures (PREMs) adapted to different diseases and conditions, new and original instruments were developed and adapted to the Lithuanian context, reflecting the patient’s post-treatment quality of life and their experience in the healthcare system; and (c) an experiment was applied to test the instruments in a pilot group of patients, and a prototype (database) was developed. [...]. [From the publication]