Dialog som tilbud ved patientklager

Anita Pedersen, Annette Schrum, Janne Kock & Henrik Spurr

Studenteropgave: Masterprojekt

Abstrakt

Dialogue between patient and health authorities in connection with complaints has until now only been an informal possibility. With a new act on patient complaints it has, with effect from 1 January 2011, become a right for the patient. As this is the first time in the patient complaints system that dialogue becomes a right, we find it relevant to examine how the dialogue is used in complaint cases. We analyse the intentions behind the regulations, how the act is implemented in the region "Hovedstaden" and look at examples of local dialogue. Our methodology was to use qualitative interviews as well as analysis of relevant texts at all three levels: Nationally, regionally and locally. We have used critical assessment inspired by Faircloughs three dimensional analysis model and have condensed opinions and analysed interviews using the Kvale and Brinkmann methodology. As empirical evidence at local level is sparse, we have included empirical evidence from other studies regarding dialogue between patients and medical staff. To see our results in wider perspective, we have chosen to include theory, both philosophical and critical hermeneutic evaluation as well as social constructivism. We have a supposition that knowledge is created based on interpretation and that opinion is created during interaction between individuals. Against this background, we have chosen to include our own preconceptions where relevant to the analysis. We have included Foucault's notion of the subject and power, Habermas' theory on the concepts of 'communicative rationality' and the 'public sphere' and Gadamers' understanding of dialogue. We have discussed and concluded at each of the three levels and have considered dialogue at all levels and in the final conclusion. Our analysis shows that the offer of dialogue, which appears to be a communication initiative, to some extent must be viewed as being founded by budgetary considerations. This is demonstrated by the primary objectives surrounding the offer of dialogue, which are to improve health care without increasing costs and reduce the number of complaints, thereby ultimately to become an economic advantage to society.

UddannelserMaster i Professionel Kommunikation (MPK), (Masteruddannelse) Master
SprogDansk
Udgivelsesdato1 maj 2011