Patient complaints in healthcare services in Vietnam's health system

SAGE Open Medicine
Bui Thi Thu HaRosemary Morgan

Abstract

There is growing recognition of patient rights in health sectors around the world. Patients' right to complain in hospitals, often visible in legislative and regulatory protocols, can be an important information source for service quality improvement and achievement of better health outcomes. However, empirical evidence on complaint processes is scarce, particularly in the developing countries. To contribute in addressing this gap, we investigated patients' complaint handling processes and the main influences on their implementation in public hospitals in Vietnam. The study was conducted in two provinces of Vietnam. We focused specifically on the implementation of the Law on Complaints and Denunciations and the Ministry of Health regulation on resolving complaints in the health sector. The data were collected using document review and in-depth interviews with key respondents. Framework approach was used for data analysis, guided by a conceptual framework and aided by qualitative data analysis software. Five steps of complaint handling were implemented, which varied in practice between the provinces. Four groups of factors influenced the procedures: (1) insufficient investment in complaint handling procedures; (2) limited monito...Continue Reading

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Citations

May 31, 2016·Alzheimer's & Dementia : Diagnosis, Assessment & Disease Monitoring·Julie M RobillardClaudia Jacova
Feb 19, 2020·Health Expectations : an International Journal of Public Participation in Health Care and Health Policy·Annelie J SundlerInger K Holmström

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