Description
The project addresses the need to provide patients with a mechanism to protect their rights in case of violations. The project aims at ensuring protection of patients’ rights via a system for registration and processing of complaints and alerts from patients. First, the web-based system will be created using platform-independent model and in full compliance with data security standards. Second, the system will be tested and launched, registering complaints and alerts from the public, conducting checks and sending replies to the claimants. Third, experts volunteers will be attracted. Finally, staff members, lawyers and volunteers will be trained to use the system and be trainers in turn. The project will benefit patients, people with disabilities, volunteers, the state authorities and the public in general.
Summary of project results
Each citizen needs protection in the event of breached rights in healthcare. For that reason the project of the Centre for Protection of Rights in Healthcare (CPRH) was needed to ensure a timely and adequate response in such cases. In addition, an automated online system for registration of incidents was developed. The development of the system consisted of the following steps: preparation of the terms of reference, development of the software for the online system; testing and commissioning the system. Three experts – volunteers were recruited to run the online system, register, process and respond to the alerts, claims and complaints received from patients. Lawyers and volunteers from the Centre had a 1-day training to work with the online system. In the course of the project more than 100 claims, alerts and complaints were received; all of them received a response and there were no delayed responses. The citizens had the opportunity to follow the procedure from the receipt of the complaint to the receipt of the response. The new system was promoted on the website of the Centre, in the social media and through a one-month banner on the website of BIG5. The project helped boost the capacity of the Centre for monitoring and control of the healthcare system and patients’ rights. The alert registration system is related to the main activity of the Centre and is used in its daily work. The system helps ensure transparency and traceability of processing of alerts and complaints; a procedure has been set up and the steps are predictable. The system is available to the public at
http://ticketing.czpz.org/. The people who benefit from the project are patients, as they will receive a quick and competent response to their healthcare enquiries, and the state authorities, as they might receive additional information about the status of healthcare in the country.
Summary of bilateral results