Description
Developing and implementing conditions for the best possible healthcare services in selected healthcare units which means, among others, no exclusion because of age, knowledge, financial standing, nationality, race or religion. The services should be subject to relevant control mechanisms. The project aims at defining the critical points in healthcare services and treatment of patients that when controlled and improved can result in better quality and accessibility of treatment. Innovative element of the project is to combine external signals from patients with developed, internal mechanism of regulating procedures in POZ. Together with POZ units, we will prepare a report indicating deficiencies, we will develop procedures for change and criteria of monitoring, as well as public scrutiny methods to detect irregularities. With our partners’ help we will conduct trainings and develop tools for doctors to improve the functioning of POZ.
Summary of project results
The healthcare in Poland is poorly evaluated, as showed by the Eurobarometer 411 survey comparing the quality of healthcare in different EU countries. The aim of the project was to indicate to the healthcare personnel the key patient service elements for the quality and the accessibility of treatment, and then to develop together with them the methods of refining the processes in a manner visible to patients. In cooperation with basic healthcare units (BHU) in Pomorskie and Mazowieckie voivodeships, a method to control BHU operations and signalling necessary changes was developed. The healthcare units were chosen in the project partners' areas, differing in the number of doctors and patients, the scope of services offered, available premises. For the survey, the Balanced Scorecard used in process management was adapted and used to prepare a "map" of BHU processes. Process indicators were chosen and questions for patients were prepared that were understandable and free of emotional valuations. The questionnaire surveys covered over 1200 patients. Among respondents from Pomorskie and Mazowieckie voivodeships 600 Internet questionnaire surveys were led. Then, 634 direct interviews were led among patients of 10 BHUs in Mazowieckie and 10 BHUs in Pomorskie voivodeships. The results were presented on a graphical scale of deficiencies in services and communication. During the project five workshops were consulted with employees of 15 BHUs (doctors, heads, auxiliary staff and patient organisations). During the workshops, the results from the survey were analysed and possible changes and further uses of the method were proposed. The support for changes in BHUs was led through the webpage poz.fundacja-medyczna.pl. The page enables patients to present their comments, and allows for further surveys among patients, and thus the ongoing evaluation of healthcare units. It also forms a knowledge base to improve communication with patients. During the project, 8 clinics implemented changes in appointment organisation and communication. The experts of the Norwegian partner supplied relevant materials and led workshops for the project team and BHUs, analysing and choosing survey indicators. Contacts with and surveys among BHU employees were led by experts from the Pomeranian Foundation of the Surgery Development.
Summary of bilateral results
The project demonstrated to the partners the differences in primary healthcare organization between Poland and Norway, as well as other EU countries in which the partner's experts are active. The partner's experience enabled the creation of the patient questionnaire investigating the work of primary care facilities and the patient-doctor communication. The content of the questionnaire is based on managerial processes analysed in the partner's current certification activity in Norwegian healthcare facilities. Together with the partner's experts and and employees of the primary care facilities engaged in the project, we analysed the results of the questionnaire. On this basis, we pinpointed those processes in the daily patient service in primary care facililities which can and should undergo change. During the workshop sessions we pondered upon the ways in which - without interfering with the legal system - the work effectiveness of a primary care facility can be enahnced. The results of both the research and the workshop sessions are inclued in a commonly created report. Owing to the partner's extensive engagement and the materials provided by them, we noticed the virtual absence of the concept of healthcare focused on the individual in Poland. Together with the Norwegian partner, the Fondation hopes that we will be able to popularize this concept through our future activities.