The study investigates whether patient empowerment through patient advocacy and complaint management leads to improved patient orientation in hospitals
Conditions
Interventions
Group 1: Qualitative interviews for instrument development with:
- N=20 patients (intentional sample)
- N=10 patient advocates (intentional sample)
- N=10 complaints managers (intentional sample)
Focu
Sponsors
Institut für Medizinsoziologie, Versorgungsforschung und Rehabilitationswissenschaft der Humanwissenschaftlichen Fakultät und der Medizinischen Fakultät der Universität zu Köln
Eligibility
Sex/Gender
All
Age
18 Years to No maximum
Inclusion criteria
Inclusion criteria: Patients: Patients are persons who are/were undergoing outpatient or inpatient treatment in a hospital and have utilised the patient advocacy and/or complaints management services in this context. Patient advocates: Activity as a patient advocate in a general hospital with 100 beds or more or a psychiatric / psychosomatic specialist clinic Complaints manager: Work as a complaints manager in a general hospital with 100 beds or more or a psychiatric / psychosomatic specialist clinic Hospital managing director: Managing director of a general hospital with 100 beds or more or a psychiatric / psychosomatic specialist clinic Qualitative interviews with PF & BM: A purposive sample is aimed for (N=10 each). The following characteristics are varied: Hospital size, level of establishment (long, short), level of qualification (with and without further training, practical experience). Qualitative interviews with patients: A purposive sample is aimed for (N=20). The following characteristics are varied: Age, gender, level of education, illness, reason for utilisation if applicable. Focus groups (N=2) with KGF: A purposive sample is aimed for (N=12-16 in total). The following characteristics are varied: Hospital size, level of establishment (long, short), good vs. suboptimal practice (according to information from BPiK and BBfG). Standardised survey of PF, BM, KGF: A full survey of all general hospitals with 100 beds or more and, regardless of hospital size, all psychiatric and psychosomatic specialist clinics is aimed for. This population comprises a total of N=1,535 facilities (Federal Statistical Office, 2023). Standardised survey of patients: A stratified random sample is aimed for. In an initial random sample, 200 patient advocates and complaint managers will be selected. They will then include the next 10 patients who have contacted them in the survey, starting from a specified cut-off date. This results in a sample size of n=2000 patients each (corresponds to N=4000). Case documentation: The last n=5 case documentations of the interviewed N=10 patient advocates and N=10 complaints managers (N=100 case documentations)
Exclusion criteria
Exclusion criteria: Age under 18 years Missing declaration of consent
Design outcomes
Primary
| Measure | Time frame |
|---|---|
| Patient-orientation in hospitals (quality of results) | — |
Secondary
| Measure | Time frame |
|---|---|
| Differences in the structural and process quality of patient advocacy and complaint management | — |
Countries
Germany
Contacts
Public ContactSaskia Gollasch
Institut für Medizinsoziologie, Versorgungsforschung und Rehabilitationswissenschaft der Humanwissenschaftlichen Fakultät und der Medizinischen Fakultät der Universität zu Köln
Outcome results
None listed