Charters M A
College for Human Development, Syracuse University, NY 13244.
Hosp Health Serv Adm. 1993 Fall;38(3):429-42.
Because the 1990 accreditation standards of the Joint Commission on Accreditation of Healthcare Organizations call for the establishment of patient grievance procedures, this study examines the possibility of patient representatives serving in that capacity. Members of the National Society of Patient Representation and Consumer Affairs were surveyed to examine current roles of patient representatives--in particular, their handling of complaints, the types and sources of their power, the potential for conflict of interest as an institutionally employed advocate, and requirements for and barriers to successful job performance. The study reveals a great variation in the activity profiles of patient representatives. Additionally, it shows that the staff in place is professionally capable of moving in many directions and that departments have become the patient grievance mechanisms called for by the Joint Commission, depending on the hospital's management philosophy as reflected in allocation of authority and resources.
由于医疗组织评审联合委员会1990年的评审标准要求建立患者申诉程序，本研究探讨了患者代表担任该角色的可能性。对全国患者代表与消费者事务协会的成员进行了调查，以研究患者代表目前的角色——特别是他们对投诉的处理、权力的类型和来源、作为机构聘用倡导者的利益冲突可能性，以及成功履行工作职责的要求和障碍。该研究揭示了患者代表的活动概况存在很大差异。此外，研究表明，现有工作人员在专业上有能力朝着多个方向发展，并且根据医院在权力和资源分配中所反映的管理理念，各部门已成为联合委员会所要求的患者申诉机制。
