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Unmet health-care needs and human rights-A qualitative analysis of patients' complaints in light of the right to health and health care.
University of Borås, Faculty of Caring Science, Work Life and Social Welfare. (Vårdande, hälsa och lärande)ORCID iD: 0000-0002-9194-3244
University of Borås, Faculty of Caring Science, Work Life and Social Welfare. (Vårdande, Hälsa och Lärande)
2020 (English)In: Health Expectations, ISSN 1369-6513, E-ISSN 1369-7625Article in journal (Refereed) Epub ahead of print
Abstract [en]

BACKGROUND: This study focuses on patient complaints from a human rights perspective. Despite the UN Convention on Human Rights being widely recognized, it has not previously been examined in relation to patients' complaints on health care. A human rights perspective and the right to the highest attainable standard of health are a major sustainability challenge in health care today. Previous research points to patients' complaints as a growing concern for health-care organizations, and the handling of this concern can lead to improvement in health-care services.

OBJECTIVE: The aim was to analyse patients' complaints on health-care services and to examine expressed needs for health care from a human rights perspective.

METHODS: In this descriptive study, a random sample of 170 patient complaints about Swedish health-care services were qualitatively analysed from a human rights perspective.

RESULTS: The complaints are described in three themes: the right to available and accessible health-care services, the right to good quality health-care services and the right to dignity and equality in health care. Questions of availability, accessibility, acceptability and quality are highlighted by patients and/or relatives making complaints on health-care services.

DISCUSSION AND CONCLUSION: This study emphasizes the human right to health in relation to patient complaints. Findings indicate that this right has been breached in relation to availability, accessibility, acceptability and quality in health-care services. Further debate, education and investigations are necessary to ensure that patients' rights to health and health care not be taken for granted.

Place, publisher, year, edition, pages
2020.
Keywords [en]
health services, human rights, patient preference, patients, qualitative research, right to health
National Category
Nursing
Research subject
The Human Perspective in Care
Identifiers
URN: urn:nbn:se:hb:diva-22992DOI: 10.1111/hex.13038ISI: 000514046900001PubMedID: 32069375Scopus ID: 2-s2.0-85079725685OAI: oai:DiVA.org:hb-22992DiVA, id: diva2:1414029
Available from: 2020-03-11 Created: 2020-03-11 Last updated: 2021-10-21Bibliographically approved

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Sundler, Annelie JohanssonDarcy, Laura

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