The purpose of the study was to determine how professional nurses perceive their roles in patient centered care in various units, in three regional hospitals in Mpumalanga Province. The main objectives of this study were to determine * whether the working environment in provincial hospitals is supportive of patient centered care * what factors could hinder the provision of patient centered care * the extent to which patient centered care is provided to patients in provincial hospitals * professional nurses' perception of their role in patient-centered care The researcher used the descriptive exploratory method. A questionnaire with closed and open-ended questions was used to collect data from professional nurses in the three hospitals. Seventy- two (72) respondents returned the completed questionnaires. The findings indicated that the professional nurses perceived patients' and nurses' lack of knowledge as the biggest hindrance to patient centered care. Patients and relatives seemed to be less involved in their own care and the lack of information given to patients by professional nurses subsequently contributed to patients' inability to make / Health Studies / M.A. (Health Studies)

Aim of the study is to explore the role caring practices within the nurse-patient relationship, in facilitating effective chronic pain management in the primary health care context. Objectives are to analyse the current caring practices within the nurse-patient relationship during the management of patients with chronic pain within primary health care services; explore the challenges experienced by nurses in primary health care services when managing patients with chronic pain; observe the caring practices within the nurse patient interaction for the patients suffering from chronic pain within the Primary health care setting and explain the nurses‟ caring practices when managing their chronic pain in the primary health care setting. Method The research design for this study is sequential, explanatory and mixed method, which is more appropriate due to the complexity of the phenomenon under study. Findings: Although the survey measured the caring practices subjectively which other studies had done consistently, generally nurses associated caring as their core function within the health profession. Nurses do not actively involve the patients in the development of a treatment plan and as a result the caring behaviours that are intended to benefit the patients are not realised and, thus patients report nurses as not being caring. The results indicated that lack of an inclusive treatment plan, which can only be discovered through the development of the therapeutic NPR, is not given priority in the management of patients with chronic pain Conclusions: Caring should not be seen as concrete execution of the set of activities towards the patient but rather as a joint venture between the nurse and the patient. The strength of the model developed in this study is the identification of the nurses‟ internal readiness to create a caring environment by experiencing the love, faith and hope before engaging with the patient. / Health Studies

Foi realizado um survey transversal, descritivo e analítico em amostra não-probabilística, prontamente acessível, de tamanho 561, formada por pacientes que procuraram o Pronto-Socorro de Oftalmologia do Hospital das Clinicas da Faculdade de Medicina da Universidade de São Paulo numa semana considerada típica de atendimento.Os dados foram obtidos através da ficha administrativa e aplicação de questionário semi-estruturado, realizado por meio de entrevistas. O questionário também constava de entrevista com o médico que fez o atendimento. O estudo teve como objetivos, em relação a usuários do pronto-socorro: descrever características sócio-demográficas, razões da procura e da escolha de unidade hospitalar, verificar conhecimentos e condutas referentes a causas e tratamentos do agravo ocular; verificar a adoção de tratamentos oculares prévios ao atendimento, identificar fontes de orientação na adoção de tratamentos, verificar causas de demora na procura de tratamento, identificar percepções sobre diagnóstico e tratamento prescrito. Em relação à instituição: determinar a proporção de atendimentos oculares de urgência e não urgência; disponibilizar informações para subsidiar intervenções educativas e assistenciais de saúde ocular. A análise estatística foi realizada com o uso do programa Stata (versão 9.0). Entre os resultados, destacou-se: o período de maior procura por atendimento oftalmológico no Pronto-Socorro do Hospital das Clínicas foi matutino e nos dias da semana; não houve diferença significante entre os sexos; a média de idade foi 39,8 anos; o atendimento foi realizado pelo Sistema Único de Saúde para 91,1% dos pacientes. A maioria dos atendidos tinha baixa renda e escolaridade. Metade dos pacientes era de fora da área de cobertura do Hospital das Clínicas. Para 49,0% a escolha do Hospital das Clínicas ocorreu por confiança e competência; para 42,2% por não haver oftalmologista nos serviços que costumam freqüentar. O tempo para procurar o serviço foi de mais de 24 horas a uma semana para 40,8% dos pacientes. A demora em procurar atendimento ocorreu por não considerar que era urgente por 47,0% e 34,1% foram a outro serviço antes. Daqueles que foram a outros serviços previamente, 48,8% não tiveram alteração do quadro, 39,6% pioraram sintomas. A automedicação foi usada prévio a vinda ao Pronto-Socorro por 40,5% dos pacientes. Desses, 29,4% usaram produtos caseiros. Os produtos mais freqüentemente utilizados foram água boricada, soro fisiológico, água de torneira ou poço, chás, compressas, lavagem com ervas (alecrim, arruda). Não foram observadas diferenças significativas no uso de automedicação para tratar os sintomas oculares entre homens e mulheres (p = 0,95), nas diferentes faixas etárias (p = 0,14) ou nos diferentes níveis de escolaridade (p = 0,21). Também não foi observada diferença no padrão de uso de automedicação quanto à situação de trabalho dos pacientes (p = 0,15) ou quanto ao seu local de residência (p = 0,52).Pacientes com diagnóstico de inflamação/infecção ou trauma apresentaram as maiores proporções de uso de automedicação (49,5%). Relataram ter procurado auxílio religioso para tratar o problema 16,1% dos pacientes. Referiram ter entendido a informação sobre o que tinham 95,1%dos pacientes. Dos que receberam prescrição de medicamento, 95,0% entenderam como e porque usá-lo. Aproximadamente 50,0% dos pacientes deram nota máxima ao atendimento recebido. Segundo os oftalmologistas, 18,1% eram casos de urgência e 83,2% dos casos poderiam ter sido resolvidos em serviços de menor complexidade. Dos pacientes, 55,2% apresentavam diagnóstico de inflamação/infecção; 19,1% trauma. Conjuntivite viral foi o diagnóstico mais freqüente 24,6%, seguido por corpo estranho de córnea 7,5%, meibomite 6,4%. Entre os pacientes atendidos, os plantonistas classificaram 11,7% como retorno e 2,0% pós-operatório. Não houve diferença significativa no diagnóstico clínico entre os pacientes que vieram espontaneamente e os referenciados (p = 0,09). Em relação ao preenchimento das fichas administrativas, ressalta-se que 3,6% não constavam o nome do médico, 3,4% não constavam o CRM, 33,4% não foram preenchidos histórico ou observações clínicas; 6,3% só constavam o CID como diagnóstico. Concluiu-se que: a automedicação é muito difundida entre os pacientes e o uso de produtos caseiros se faz presente mesmo nos casos de urgência ocular. Os pacientes estão recebendo e entendendo explicações sobre o agravo ocular e sobre o tratamento prescrito. Os plantonistas vêm mantendo um bom relacionamento médico-paciente. O atendimento recebido pelo paciente foi considerado excelente. O Pronto-Socorro de Oftalmologia do Hospital das Clínicas é um hospital terciário que atende em sua maioria, casos primários e secundários; a maioria dos diagnósticos não foi considerada como urgência / We report a transversal, descriptive and analytical survey in a non-probabilistic promptly accessible sample, composed of 561 patients who looked for the Ophthalmology Emergency Room (E.R) of Clinics Hospital of the University of Sao Paulo School of Medicine during a regular week. Data were collected from administrative charts and from semi-structured questionnaire through interviews. The questionnaire also included an interview with the physician who assisted the patient. The study had the following purposes relative to the E.R patients: to describe social-demographic characteristics; reasons for search and choice of the hospital unit; to assess knowledge and conducts related to eye diseases and their causes and treatment; to assess previous ocular treatments; to identify the causes of compliance with treatment; to identify the reason for delayed search to medical treatment; to identify the knowledge about diagnosed diseases and prescribed treatment. Relative to the institution: to assess the rate of urgent and non-urgent ocular visits; to provide helpful data for ocular health assistance and educational interventions. Statistical analysis was performed using Stata software (version 9.0). The most important results were: most searches for the Emergency Room occurred during the day and on week-days; no statistically significant difference related to gender; average age was 39.8; and 91.1% of visits were assisted by the Public Health System. Most patients had low schooling and money income. Half of the patients did not belong to the area covered by Clinics Hospital. Forty-nine percent of the patients chose Clinics Hospital based to trust on the professionals and their competence; for 42.2% of the patients due to unavailability of ophthalmologists in the health units they are used to go to. The time taken to search assistance was between 24 hours and 1 (one) week for 40.8% of the patients. Such delay was due to the fact the 47% of the patients did not believe that their situation was urgent, and 34.1% searched another health unit before. Among those who searched another unit, 48.8% did not report worsening of health symptoms by the time they reached the E.R, while 39.6% did. Auto-medication was used previously to the E.R. visit by 40.5% of the patients, 29.4% of whom used home-made products. Most of these products were: boric water, physiologic saline solution, tap or well water, and herbs. No significant difference in auto-medication between man and women (p = 0.95), in different age levels (p= 0.14) or schooling levels (p= 0.21) was observed, neither in relation to work situation (p= 0.15) or place of residence (p= 0.52). Higher rates of auto-medication were observed among patients with ocular inflammation/ infection or trauma (49.5%), while 16.1% of the patients reported search for religious help to treat their disease. 95.1% of the patients reported having understood the information given about their condition. Among those patients to whom medication was prescribed, 95% understood how and why to use it. Approximately 50% of the patients graded with the maximum score the xxii xxiii assistance received. According to the ophthalmologists opinion, 18.1% of visits were real urgent cases, while 83.2% could have been attended at less complex health units. 52.2% of the patients were diagnosed with inflammation/infectious diseases; and 19.1% with trauma. Viral conjunctivitis was the most frequent diagnosis (24.6%), followed by corneal foreign bodies (7.5%), and meibomitis (6.4%). Considering assisted patients, physicians classified 11.7% as return visits and 2.0% as post-surgical visits. There was no significant difference on clinical diagnosis between patients on spontaneous or referred assistance (p= 0.09). As for the administration charts, it is important to emphasize that 3.6% of them did not contain the physicians name, 3.4% did not contain the professional registration number, 33.4% did not contain historical and clinical observations, and 6.3% only contained the International Classification of Diseases number. In conclusion, auto-medication is largely used among patients and the use of home-made products occurs even in urgent ocular situations. Patients are receiving and understanding the explanations about their ocular diseases and the prescribed treatment. E.R ophthalmologists have had a satisfactory physician-patient relationship. Medical assistance received by patients was considered excellent. Clinics Hospital Ophthalmologic E.R is a reference service which assists mostly primary and secondary cases, most of them being considered non-urgent

Knie- und Hüftgelenkersatz zählt weltweit zu den erfolgreichsten und häufigsten Operationen, wenngleich 3-24% der Patienten unzufrieden sind. Der OECD-Ländervergleich ergab 2014 für Deutschland die höchste Durchführungsrate an Hüft-TEP und die zweithöchste an Knie-TEP. Erhebungen der Patientenzufriedenheit und Rückkehrbereitschaft können zur Prozessoptimierung und Qualitätsverbesserung genutzt werden und zugleich eine Steigerung der Zufriedenheit und Kundenbindung fördern. Mit der erstmaligen Aufnahme eines P4P-Ansatzes im KHSG, sind zukünftig qualitätsbezogene Zuschlagszahlungen an ein Krankenhaus unter Berücksichtigung der Patientenzufriedenheit denkbar. Damit gewinnen Erwartungen der Patienten an ein Krankenhaus zunehmend an Bedeutung, da deren Erfüllung Einfluss auf die Erlösrechnung haben kann. Parallel kann eine Anpassung der Versorgungsstruktur dazu führen, dass verstärkt Behandlungszentren entstehen und operative Eingriffe bei geringer Fallzahl in abgeschiedenen, ländlichen Regionen nicht mehr erbracht werden. Diese Studie befasste sich mit medizinischen und servicebezogenen Parametern sowie Krankenhausdaten, die signifikant mit der Zufriedenheit bei Patienten nach Knie- und Hüft-TEP assoziiert waren und die Bereitschaft in dasselbe Krankenhaus zurückzukehren beeinflussen. Neben der Frage, ob unterschiedliche Parameter Einfluss auf die Gesamtzufriedenheit und Rückkehrbereitschaft haben, wurde untersucht, inwiefern potentielle Einflussgrößen zwischen Knie- und Hüft-TEP-Patienten variieren. Zudem wurde die Relevanz verschiedener Kriterien erhoben, die aus Patientensicht Einfluss auf die Wahl eines zukünftigen Krankenhausaufenthalts haben kann. Die Daten der Studie wurden über eine schriftliche Befragung von Knie- und Hüft-TEP-Patienten gewonnen, die zwischen 2010 und 2011 in sächsischen Krankenhäusern in den Direktionsbezirken Dresden und Chemnitz behandelt wurden. Zufriedenheit und Rückkehrbereitschaft waren jeweils abhängige Variablen in mehreren logistischen Regressionsanalysen. Gemeinsam mit den unabhängigen Variablen wurden diese über einen validierten, mehrdimensionalen Fragebogen anhand 6-stufiger Skalen abgefragt und zusammen mit Routinedaten der Krankenhäuser bivariat und multivariat ausgewertet. Die Krankenhausdaten wurden den strukturierten Qualitätsberichten der Krankenhäuser entnommen. In die Analyse wurden 856 Fragebögen von Knie-TEP-Patienten und 810 Fragebögen von Hüft-TEP-Patienten eingeschlossen, was einer Rücklaufquote von 12,04% bzw. 11,89% entsprach. Bei beiden Behandlungsgruppen war im Ergebnis der multivariaten Analyse das subjektive Behandlungsergebnis sowohl mit der Gesamtzufriedenheit als auch mit der Rückkehrbereitschaft assoziiert. Postoperative Komplikationen waren jeweils nur mit der Rückkehrbereitschaft verknüpft. Einfluss auf die Rückkehrbereitschaft hatte bei Knie-TEP-Patienten zudem die Freundlichkeit des Pflegepersonals, die Organisation und der Ablauf von Untersuchungen sowie die Zimmerausstattung. Letztere wies zusammen mit der Qualität des Essens einen Zusammenhang zur Gesamtzufriedenheit bei dieser Patientengruppe auf. Bei den Hüft-TEP-Patienten war die Einschätzung der Aufenthaltsdauer, die verständliche Beantwortung von Patientenfragen durch Ärzte, die Sauberkeit und die verständliche Aufklärung über die Operation sowie die Wahrung der Privatsphäre bei Untersuchungen auch mit der Rückkehrbereitschaft assoziiert. Ein weiterer Zusammenhang zur Gesamtzufriedenheit zeigte sich dagegen bei der Einschätzung der ärztlichen Betreuung und der Einschätzung der Aufenthaltsdauer für Hüft-TEP-Patienten. Den Krankenhausparametern Behandlungsfallzahl, postoperative Beweglichkeit und Reoperation lag kein Zusammenhang gegenüber den abhängigen Variablen zugrunde. Die Befragten beider Behandlungsgruppen gaben gleichermaßen an, dass die Qualität der Behandlung bei der zukünftigen Wahl eines Krankenhauses am wichtigsten ist. Demgegenüber waren die Entfernung der Klinik zum Wohnort sowie die Größe des Krankenhauses im unteren Bereich der Bewertung angesiedelt. Es konnten verschiedene Interventionsmaßnahmen aufgezeigt werden, die auf der Makro-, Meso- und Mikroebene einzuordnen waren und in ihren Auswirkungen den einzelnen Patienten ebenso wie Entscheidungsträger im Gesundheitswesen ansprechen. Die relevanten Einflussfaktoren aus Patientensicht zeigten, dass Zufriedenheit und Rückkehrbereitschaft differenziert bewertet werden und auch zwischen Knie- und Hüft-TEP-Patienten variieren. Die Ergebnisse liefern krankenhausübergreifend wertvolle Informationen und unterstützen das medizinische Fachpersonal, Erwartungen von Knie- und Hüft-TEP-Patienten gerecht zu werden, die sich unter anderem auf die Bereiche Personalentwicklung, Patientenaufklärung und Catering erstreckten. Patientenzufriedenheit kann sich auf die Compliance auswirken, womit ein verbessertes Behandlungsergebnis erreicht werden kann. Infolge einer gezielten Steigerung der Patientenzufriedenheit sind Einsparungen durch eine kürzere Krankenhausverweildauer oder seltenere Komplikationen denkbar. Somit konnte die Präsenz der Patientenzufriedenheit im Rahmen aktueller DRG-Abrechnungsverfahren und zukünftig unter Berücksichtigung des P4P-Ansatzes aufgezeigt werden, die neben einer Erlössteigerung für das einzelne Krankenhaus zugleich Einsparungen auf der Gesundheitssystemebene bewirken kann. In Betracht an den im Aufbau befindlichen P4P-Ansatz, können die Ergebnisse als Grundlage dienen, um die Wirksamkeit der Patientenzufriedenheit als einem von vier möglichen Leistungszielen statistisch auf deren Wirksamkeit zu überprüfen. Die Bewertung verschiedener Parameter bei der zukünftigen Wahl eines Krankenhauses deutet darauf hin, dass sich weitere Anfahrtswege infolge der im Wandel befindlichen Versorgungsstruktur aus Patientensicht nicht nachteilig auswirken werden. / Knee and hip joint replacements are among the most successful and frequent operations conducted worldwide, with 3-24% of all patients being dissatisfied. In 2014, an OECD country comparison showed that Germany had the highest implementation rate for total hip replacement and the second highest for total knee replacement. Surveys of patient satisfaction and willingness to return can be used to optimize processes and improve quality while at the same time encouraging an increase in satisfaction and customer loyalty. With the first-time inclusion of a P4P approach in the German Hospital Structures Act (Krankenhausstrukturgesetz (KHSG)), quality-related supplementary payments to a hospital may be feasible in the future, taking patient satisfaction into account. In this way, patients' expectations of a hospital increasingly gain in importance, since their fulfilment can have an impact on the revenue calculation. At the same time, an adjustment of the care structure may lead to the increasing emergence of treatment centers and that surgical intervention will no longer be provided in isolated, rural regions with a sparse number of cases. This study looked at medical and services-related parameters as well as hospital data significantly associated with satisfaction in patients after total knee and hip endoprosthesis and affecting their willingness to return to the same hospital. In addition to the question whether different parameters have an influence on the overall satisfaction and willingness to return, the extent was examined to which potential influencing variables vary between the total knee and hip endoprosthesis patients. In addition, the relevance of different criteria was assessed, which from the view of a patient may have an influence on the choice of a future hospital stay. The data of the study were obtained through a written survey of total knee and hip endoprosthesis patients treated between 2010 and 2011 in Saxon hospitals of the directorate districts of Dresden and Chemnitz. In several logistic regression analyses, the dependent variables were satisfaction and returnability, respectively. These were obtained together with the independent variables on the basis of 6-step scales by way of a validated, multidimensional questionnaire and were evaluated in bivariate and multivariate manner together with the routine data of the hospitals. The hospital data were retrieved from the structured quality reports of the hospitals. The analysis included 856 questionnaires of total knee endoprosthesis patients and 810 questionnaires of total hip endoprosthesis patients, which corresponded to a return rate of 12.04% and 11.89%, respectively. In the result of the multivariate analysis, the subjective outcomes of the treatment for both treatment groups were associated with overall satisfaction as well as with the readiness to return. Postoperative complications were in each case only associated with the willingness to return. In the case of total knee endoprosthesis patients, the friendliness of the nurses, the organization, and the course of examinations as well as the room equipment had an influence on the willingness to return. The latter, together with the quality of the food, was related to the overall satisfaction in this patient group. In the total hip endoprosthesis patients, the readiness to return was also associated with assessing the duration of stay, the clarity of the doctors’ answers to patients, the cleanliness, and clear information provided of the operation as well as the maintenance of privacy during examinations. A further link to the overall satisfaction of total hip endoprosthesis patients was found, however, in the assessment of medical care and the assessment of the duration of stay. The hospital parameters of the number of patients treated, postoperative mobility, and reoperation were not related to the dependent variables. Respondents of both treatment groups also stated in equal measure that the quality of treatment is most important in their future choice of a hospital. On the other hand, the distance from the hospital to the place of residence, as well as the size of the hospital, was located in the lower segment of the evaluation. Various interventions could be identified, which could be categorized on the macro, meso, and micro level and of which their impacts are addressed to the individual patient as well as the decision makers in the healthcare system. The relevant influencing factors from the patient's view showed that satisfaction and the willingness to return are assessed differently and also vary between the knee and the hip endoprosthesis patients. The results provide valuable comprehensive information for hospitals and help medical professionals meet the expectations of knee and hip endoprosthesis patients, including personnel development, patient education, and catering. Patient satisfaction can affect compliance, resulting in an improved treatment outcome. As a result of a targeted increase in patient satisfaction, savings are possible due to a shorter hospital stay or more infrequent complications. Thus, the presence of patient satisfaction could be demonstrated within current DRG billing procedures and, in the future, taking into account the P4P approach, which in addition to an increase in revenue for the individual hospital at the same time can bring about savings on the health care system level. Considering the ongoing P4P approach, the results can serve as a basis to statistically assess the efficacy of patient satisfaction as one of four possible performance targets. The assessment of various parameters in the future choice of a hospital suggests that further access routes will not be disadvantageous from the patient's perspective due to the changing care structure.

This thesis examines the validity of exclusionary clauses in medical contracts, more especially, hospital contracts in which the healthcare provider exonerates itself against edictal liability arising from the negligent conduct of its staff, resulting in the patient suffering damages. In assessing whether these types of clauses should be outlawed by our courts, this thesis attempts to synthesize six major traditional areas of law, namely, the law of delict, the law of contract, medical law and ethics, international and foreign law, statutory law and constitutional law into a legal conceptual framework relating specifically to exclusionary clauses in medical contracts in South Africa. This thesis highlights systemic inconsistencies with regard to the central issue, namely, whether these types of clauses are valid or not, especially, given the fact that the practice of exclusionary clauses or waivers in hospital contracts has hitherto traditionally been assessed within the framework of the law of contract. The alignment of the various pre-existing areas of statutory and common law with the Constitution highlights that an inter-disciplinary and purposive approach under the value-driven Constitution, brings about a less fragmented picture in assessing the validity of these types of clauses. This approach accords with the new solicitude of the executive, the judiciary, the legislature and academia to transform the South African legal system not only in terms of procedural law but also substantive law. This has resulted in the alignment with constitutional principles and the underlying values to test the validity of these types of clauses, alternatively, contracts. Whereas pre-constitutionally the assessment of disclaimers in hospital contracts was done against the stratum of antiquated principles, namely, freedom of contract and the sanctity of contract, ignoring values such as reasonableness, fairness and conscionability, post-constitutionally, because the values that underlie the Bill of Rights and which affects all spheres of law, including the law of contract, concepts such as fairness, equity, reasonableness should weigh heavily with the decision-maker. In this regard, broader medico-legal considerations, normative medical ethics and the common law principles of good faith, fairness and reasonableness play a fundamental role in the assessment of contractual provisions, including the practice of disclaimers or exclusionary clauses in hospital contracts. This thesis critically examines how these types of clauses or contracts ought to be adjudicated eventually against the background of such alignment. It concludes that the entering into a hospital contract, in which the patient exonerates a hospital and its staff from liability flowing from the hospital or its staff's negligence causing damages to the patient, would be inconsistent with the Constitution and invalid. In the old order in which traditional divisions of law have been encouraged, a fragmented approach resulted in legal in congruencies which, in turn, created turbulence and a lot of uncertainty. This approach is apposite to that which the new constitutionally based legal system, aims to achieve. The rights in the Bill of Rights which are interconnected and which influences all spheres of law, including contract law, offers a fairer basis upon which, the validity of contracts, or contractual provisions, can be measured than, the pure contract approach. In this regard, although contracts or contractual provisions in the past may have been unfair and unreasonable, the courts, however, refused to strike them down purely on this basis. The law of contract, as a legal vehicle for adjudicating the validity of exclusionary clauses or waivers in hospital contracts, is therefore not ideal. This is primarily due to the antiquated approach the South African courts have always taken in this area of law. The law of delict, statutory law and medical law, standing alone, also does not provide a satisfactory answer. What is needed is an integrated approach in which the traditional areas of law are united and wherein constitutional principles and values, give much guidance and direction. Alternatively, should the unification of the traditional areas of law not be possible in bringing about fair and equitable results, the introduction of legislative measures may very well be indicated. / Thesis (LLD)--University of Pretoria, 2009. / Public Law / unrestricted

Denna essä syftar till att ur filosofiska och idéhistoriska perspektiv belysa utmaningar och möjligheter med artificiell intelligens (AI) och digitalisering inom hälso- och sjukvården, med fokus på läkekonst, kropp, hälsa och ovisshet. Essän undersöker hur automatisering och digitala vårdformer omformar läkekonstens grund, nämligen mötet mellan patienten och läkaren. Genom en fenomenologisk kritik av AI och teknikens väsen, belyses skillnaden mellan människan och maskinen och hur den levda erfarenheten är situerad, förkroppsligad, fylld av mening och delad med andra. Essän utforskar hur situationsunik kunskap som praktisk klokhet, fronesis, samt ett reflekterande förnuft, intellectus,kan hantera den ovisshet som är inbäddad i det allmänmedicinska mötet. Essän belyser även hur digitalisering och AI passar väl med pågående marknadsanpassning av sjukvården, där homo economicus och homo digitalis båda omformar kropp och hälsa till mätbara resurser och data. Avslutningsvis lyfts etiska dilemman kring AI och digitalisering, samt vikten av praktisk och existentiell kunskap som förutsättningar för utvecklandet och designen av en teknik som syftar främja det mänskligt goda. / This essay aims to illuminate challenges and opportunities with artificial intelligence (AI) and digitalization in health care, focusing on the art of medicine, body, health and uncertainty. The theoretical framework is mainly within the fields of phenomenology and philosophical hermeneutics. The essay explores how automatization and digital health care are transforming the essence of medicine: the patient – physician encounter. By a phenomenological critique of AI and the essence of technology, the essay highlights the difference between machines and humans and how lived experience is situated, embodied, filled with meaning and shared with others. The essay explores how situational knowledge such as practical wisdom, phronesis, and reflective understanding, intellectus, can deal with the uncertainty that is embedded in the medical encounter in primary health care. The essay also highlights how digitalization and AI fit well with current market adaptation of health care, where homo economicus and homo digitalis both transform body and health into measurable resources and data. Finally, ethical dilemmas of AI and digitalization are highlighted, as well as the importance of practical and existential knowledge as preconditions for the development and design of a technology that aims to promote the human good.

Knie- und Hüftgelenkersatz zählt weltweit zu den erfolgreichsten und häufigsten Operationen, wenngleich 3-24% der Patienten unzufrieden sind. Der OECD-Ländervergleich ergab 2014 für Deutschland die höchste Durchführungsrate an Hüft-TEP und die zweithöchste an Knie-TEP. Erhebungen der Patientenzufriedenheit und Rückkehrbereitschaft können zur Prozessoptimierung und Qualitätsverbesserung genutzt werden und zugleich eine Steigerung der Zufriedenheit und Kundenbindung fördern. Mit der erstmaligen Aufnahme eines P4P-Ansatzes im KHSG, sind zukünftig qualitätsbezogene Zuschlagszahlungen an ein Krankenhaus unter Berücksichtigung der Patientenzufriedenheit denkbar. Damit gewinnen Erwartungen der Patienten an ein Krankenhaus zunehmend an Bedeutung, da deren Erfüllung Einfluss auf die Erlösrechnung haben kann. Parallel kann eine Anpassung der Versorgungsstruktur dazu führen, dass verstärkt Behandlungszentren entstehen und operative Eingriffe bei geringer Fallzahl in abgeschiedenen, ländlichen Regionen nicht mehr erbracht werden. Diese Studie befasste sich mit medizinischen und servicebezogenen Parametern sowie Krankenhausdaten, die signifikant mit der Zufriedenheit bei Patienten nach Knie- und Hüft-TEP assoziiert waren und die Bereitschaft in dasselbe Krankenhaus zurückzukehren beeinflussen. Neben der Frage, ob unterschiedliche Parameter Einfluss auf die Gesamtzufriedenheit und Rückkehrbereitschaft haben, wurde untersucht, inwiefern potentielle Einflussgrößen zwischen Knie- und Hüft-TEP-Patienten variieren. Zudem wurde die Relevanz verschiedener Kriterien erhoben, die aus Patientensicht Einfluss auf die Wahl eines zukünftigen Krankenhausaufenthalts haben kann. Die Daten der Studie wurden über eine schriftliche Befragung von Knie- und Hüft-TEP-Patienten gewonnen, die zwischen 2010 und 2011 in sächsischen Krankenhäusern in den Direktionsbezirken Dresden und Chemnitz behandelt wurden. Zufriedenheit und Rückkehrbereitschaft waren jeweils abhängige Variablen in mehreren logistischen Regressionsanalysen. Gemeinsam mit den unabhängigen Variablen wurden diese über einen validierten, mehrdimensionalen Fragebogen anhand 6-stufiger Skalen abgefragt und zusammen mit Routinedaten der Krankenhäuser bivariat und multivariat ausgewertet. Die Krankenhausdaten wurden den strukturierten Qualitätsberichten der Krankenhäuser entnommen. In die Analyse wurden 856 Fragebögen von Knie-TEP-Patienten und 810 Fragebögen von Hüft-TEP-Patienten eingeschlossen, was einer Rücklaufquote von 12,04% bzw. 11,89% entsprach. Bei beiden Behandlungsgruppen war im Ergebnis der multivariaten Analyse das subjektive Behandlungsergebnis sowohl mit der Gesamtzufriedenheit als auch mit der Rückkehrbereitschaft assoziiert. Postoperative Komplikationen waren jeweils nur mit der Rückkehrbereitschaft verknüpft. Einfluss auf die Rückkehrbereitschaft hatte bei Knie-TEP-Patienten zudem die Freundlichkeit des Pflegepersonals, die Organisation und der Ablauf von Untersuchungen sowie die Zimmerausstattung. Letztere wies zusammen mit der Qualität des Essens einen Zusammenhang zur Gesamtzufriedenheit bei dieser Patientengruppe auf. Bei den Hüft-TEP-Patienten war die Einschätzung der Aufenthaltsdauer, die verständliche Beantwortung von Patientenfragen durch Ärzte, die Sauberkeit und die verständliche Aufklärung über die Operation sowie die Wahrung der Privatsphäre bei Untersuchungen auch mit der Rückkehrbereitschaft assoziiert. Ein weiterer Zusammenhang zur Gesamtzufriedenheit zeigte sich dagegen bei der Einschätzung der ärztlichen Betreuung und der Einschätzung der Aufenthaltsdauer für Hüft-TEP-Patienten. Den Krankenhausparametern Behandlungsfallzahl, postoperative Beweglichkeit und Reoperation lag kein Zusammenhang gegenüber den abhängigen Variablen zugrunde. Die Befragten beider Behandlungsgruppen gaben gleichermaßen an, dass die Qualität der Behandlung bei der zukünftigen Wahl eines Krankenhauses am wichtigsten ist. Demgegenüber waren die Entfernung der Klinik zum Wohnort sowie die Größe des Krankenhauses im unteren Bereich der Bewertung angesiedelt. Es konnten verschiedene Interventionsmaßnahmen aufgezeigt werden, die auf der Makro-, Meso- und Mikroebene einzuordnen waren und in ihren Auswirkungen den einzelnen Patienten ebenso wie Entscheidungsträger im Gesundheitswesen ansprechen. Die relevanten Einflussfaktoren aus Patientensicht zeigten, dass Zufriedenheit und Rückkehrbereitschaft differenziert bewertet werden und auch zwischen Knie- und Hüft-TEP-Patienten variieren. Die Ergebnisse liefern krankenhausübergreifend wertvolle Informationen und unterstützen das medizinische Fachpersonal, Erwartungen von Knie- und Hüft-TEP-Patienten gerecht zu werden, die sich unter anderem auf die Bereiche Personalentwicklung, Patientenaufklärung und Catering erstreckten. Patientenzufriedenheit kann sich auf die Compliance auswirken, womit ein verbessertes Behandlungsergebnis erreicht werden kann. Infolge einer gezielten Steigerung der Patientenzufriedenheit sind Einsparungen durch eine kürzere Krankenhausverweildauer oder seltenere Komplikationen denkbar. Somit konnte die Präsenz der Patientenzufriedenheit im Rahmen aktueller DRG-Abrechnungsverfahren und zukünftig unter Berücksichtigung des P4P-Ansatzes aufgezeigt werden, die neben einer Erlössteigerung für das einzelne Krankenhaus zugleich Einsparungen auf der Gesundheitssystemebene bewirken kann. In Betracht an den im Aufbau befindlichen P4P-Ansatz, können die Ergebnisse als Grundlage dienen, um die Wirksamkeit der Patientenzufriedenheit als einem von vier möglichen Leistungszielen statistisch auf deren Wirksamkeit zu überprüfen. Die Bewertung verschiedener Parameter bei der zukünftigen Wahl eines Krankenhauses deutet darauf hin, dass sich weitere Anfahrtswege infolge der im Wandel befindlichen Versorgungsstruktur aus Patientensicht nicht nachteilig auswirken werden.:Tabellenverzeichnis v Abbildungsverzeichnis vi Abkürzungsverzeichnis vii 1 Einleitung 1 2 Theoretischer Hintergrund 2 2.1 Begriffsdefinitionen 2 2.1.1 Knie-Totalendoprothesen-Erstimplantation 2 2.1.2 Hüft-Totalendoprothesen-Erstimplantation 5 2.1.3 Zufriedenheit 7 2.1.3.1 Patientenzufriedenheit 7 2.1.3.2 Modelle der Patientenzufriedenheit 8 2.1.3.2.1 Zwei-Faktoren-Modell 8 2.1.3.2.2 Confirmation/Disconfirmation-Paradigma 9 2.1.3.2.3 Mehr-Faktoren-Modell (Kano-Modell) 10 2.1.4 Patientenerwartungen an ein Krankenhaus und Rückkehrbereitschaft 12 2.1.5 Pay-for-Performance-Ansatz 12 2.2 Methoden zur Untersuchung der Patientenzufriedenheit 14 2.3 Qualitätsbeurteilung einer medizinischen Behandlung 15 2.3.1 Erwartungen der Patienten an eine medizinische Behandlung 15 2.4 Einordnung der Patientenzufriedenheit im Rahmen des Krankenhausmanagements 16 2.4.1 Patientenzufriedenheit als Teilaspekt der Qualitätsprüfung 16 2.4.2 Rechtliche Aspekte des Qualitätsmanagements und Erfassung der Patientenzufriedenheit 17 2.4.3 Strukturierte Qualitätsberichte der Krankenhäuser 17 2.5 Einordnung der Patientenzufriedenheit im Rahmen der Versorgungsforschung 18 2.5.1 Patientenzufriedenheit als Teilaspekt der Versorgungsforschung 18 2.5.2 Einordnung der Patientenzufriedenheit im wirtschaftssoziologischen Kontext der Makro-, Meso- und Mikroebene 19 2.5.3 Aktueller Forschungsstand 20 3 Fragestellungen 23 4 Material und Methodik 25 4.1 Entwicklung des Fragebogens 25 4.2 Patientenzufriedenheit und Rückkehrbereitschaft 27 4.2.1 Patientendaten und Patientenrekrutierung 27 4.2.2 Externe Krankenhausdaten 29 4.2.3 Statistische Auswertung 30 4.2.3.1 Bivariate Analyse 30 4.2.3.2 Multivariate Analyse 30 5 Ergebnisse 32 5.1 Knie-Totalendoprothesen-Erstimplantation 32 5.1.1 Daten der strukturierten Qualitätsberichte 32 5.1.2 Zufriedenheitswerte 34 5.1.3 Bivariate Analyse 34 5.1.4 Multivariate Analyse 40 5.2 Hüft-Totalendoprothesen-Erstimplantation 42 5.2.1 Daten der strukturierten Qualitätsberichte 42 5.2.2 Zufriedenheitswerte 44 5.2.3 Bivariate Analyse 44 5.2.4 Multivariate Analyse 51 5.3 Einflussfaktoren auf die Krankenhauswahl nach Hüft- und Knie-Totalendoprothesen-Erstimplantation 53 6 Diskussion 55 6.1 Methodenkritik 55 6.2 Zeitliche und statistische Einordnung der Ergebnisse 57 6.3 Einordnung des Forschungsstandes 58 6.3.1 Vergleich zwischen Knie- und Hüft-Totalendoprothesen-Erstimplantation 58 6.3.2 Spezifik der Behandlungsgruppen 59 6.3.2.1 Knie-Totalendoprothesen-Erstimplantation 60 6.3.2.2 Hüft-Totalendoprothesen-Erstimplantation 61 6.3.2.3 Einflussfaktoren auf die Krankenhauswahl nach Knie- und Hüft-Totalendoprothesen-Erstimplantation 64 6.4 Studienergebnisse im Kontext von Patientenzufriedenheitsmodellen 65 6.5 Beitrag zur Versorgungsforschung und Gesundheitssystemgestaltung 66 7 Fazit 68 8 Zusammenfassung 69 Literaturverzeichnis 75 Anlagenverzeichnis x / Knee and hip joint replacements are among the most successful and frequent operations conducted worldwide, with 3-24% of all patients being dissatisfied. In 2014, an OECD country comparison showed that Germany had the highest implementation rate for total hip replacement and the second highest for total knee replacement. Surveys of patient satisfaction and willingness to return can be used to optimize processes and improve quality while at the same time encouraging an increase in satisfaction and customer loyalty. With the first-time inclusion of a P4P approach in the German Hospital Structures Act (Krankenhausstrukturgesetz (KHSG)), quality-related supplementary payments to a hospital may be feasible in the future, taking patient satisfaction into account. In this way, patients' expectations of a hospital increasingly gain in importance, since their fulfilment can have an impact on the revenue calculation. At the same time, an adjustment of the care structure may lead to the increasing emergence of treatment centers and that surgical intervention will no longer be provided in isolated, rural regions with a sparse number of cases. This study looked at medical and services-related parameters as well as hospital data significantly associated with satisfaction in patients after total knee and hip endoprosthesis and affecting their willingness to return to the same hospital. In addition to the question whether different parameters have an influence on the overall satisfaction and willingness to return, the extent was examined to which potential influencing variables vary between the total knee and hip endoprosthesis patients. In addition, the relevance of different criteria was assessed, which from the view of a patient may have an influence on the choice of a future hospital stay. The data of the study were obtained through a written survey of total knee and hip endoprosthesis patients treated between 2010 and 2011 in Saxon hospitals of the directorate districts of Dresden and Chemnitz. In several logistic regression analyses, the dependent variables were satisfaction and returnability, respectively. These were obtained together with the independent variables on the basis of 6-step scales by way of a validated, multidimensional questionnaire and were evaluated in bivariate and multivariate manner together with the routine data of the hospitals. The hospital data were retrieved from the structured quality reports of the hospitals. The analysis included 856 questionnaires of total knee endoprosthesis patients and 810 questionnaires of total hip endoprosthesis patients, which corresponded to a return rate of 12.04% and 11.89%, respectively. In the result of the multivariate analysis, the subjective outcomes of the treatment for both treatment groups were associated with overall satisfaction as well as with the readiness to return. Postoperative complications were in each case only associated with the willingness to return. In the case of total knee endoprosthesis patients, the friendliness of the nurses, the organization, and the course of examinations as well as the room equipment had an influence on the willingness to return. The latter, together with the quality of the food, was related to the overall satisfaction in this patient group. In the total hip endoprosthesis patients, the readiness to return was also associated with assessing the duration of stay, the clarity of the doctors’ answers to patients, the cleanliness, and clear information provided of the operation as well as the maintenance of privacy during examinations. A further link to the overall satisfaction of total hip endoprosthesis patients was found, however, in the assessment of medical care and the assessment of the duration of stay. The hospital parameters of the number of patients treated, postoperative mobility, and reoperation were not related to the dependent variables. Respondents of both treatment groups also stated in equal measure that the quality of treatment is most important in their future choice of a hospital. On the other hand, the distance from the hospital to the place of residence, as well as the size of the hospital, was located in the lower segment of the evaluation. Various interventions could be identified, which could be categorized on the macro, meso, and micro level and of which their impacts are addressed to the individual patient as well as the decision makers in the healthcare system. The relevant influencing factors from the patient's view showed that satisfaction and the willingness to return are assessed differently and also vary between the knee and the hip endoprosthesis patients. The results provide valuable comprehensive information for hospitals and help medical professionals meet the expectations of knee and hip endoprosthesis patients, including personnel development, patient education, and catering. Patient satisfaction can affect compliance, resulting in an improved treatment outcome. As a result of a targeted increase in patient satisfaction, savings are possible due to a shorter hospital stay or more infrequent complications. Thus, the presence of patient satisfaction could be demonstrated within current DRG billing procedures and, in the future, taking into account the P4P approach, which in addition to an increase in revenue for the individual hospital at the same time can bring about savings on the health care system level. Considering the ongoing P4P approach, the results can serve as a basis to statistically assess the efficacy of patient satisfaction as one of four possible performance targets. The assessment of various parameters in the future choice of a hospital suggests that further access routes will not be disadvantageous from the patient's perspective due to the changing care structure.:Tabellenverzeichnis v Abbildungsverzeichnis vi Abkürzungsverzeichnis vii 1 Einleitung 1 2 Theoretischer Hintergrund 2 2.1 Begriffsdefinitionen 2 2.1.1 Knie-Totalendoprothesen-Erstimplantation 2 2.1.2 Hüft-Totalendoprothesen-Erstimplantation 5 2.1.3 Zufriedenheit 7 2.1.3.1 Patientenzufriedenheit 7 2.1.3.2 Modelle der Patientenzufriedenheit 8 2.1.3.2.1 Zwei-Faktoren-Modell 8 2.1.3.2.2 Confirmation/Disconfirmation-Paradigma 9 2.1.3.2.3 Mehr-Faktoren-Modell (Kano-Modell) 10 2.1.4 Patientenerwartungen an ein Krankenhaus und Rückkehrbereitschaft 12 2.1.5 Pay-for-Performance-Ansatz 12 2.2 Methoden zur Untersuchung der Patientenzufriedenheit 14 2.3 Qualitätsbeurteilung einer medizinischen Behandlung 15 2.3.1 Erwartungen der Patienten an eine medizinische Behandlung 15 2.4 Einordnung der Patientenzufriedenheit im Rahmen des Krankenhausmanagements 16 2.4.1 Patientenzufriedenheit als Teilaspekt der Qualitätsprüfung 16 2.4.2 Rechtliche Aspekte des Qualitätsmanagements und Erfassung der Patientenzufriedenheit 17 2.4.3 Strukturierte Qualitätsberichte der Krankenhäuser 17 2.5 Einordnung der Patientenzufriedenheit im Rahmen der Versorgungsforschung 18 2.5.1 Patientenzufriedenheit als Teilaspekt der Versorgungsforschung 18 2.5.2 Einordnung der Patientenzufriedenheit im wirtschaftssoziologischen Kontext der Makro-, Meso- und Mikroebene 19 2.5.3 Aktueller Forschungsstand 20 3 Fragestellungen 23 4 Material und Methodik 25 4.1 Entwicklung des Fragebogens 25 4.2 Patientenzufriedenheit und Rückkehrbereitschaft 27 4.2.1 Patientendaten und Patientenrekrutierung 27 4.2.2 Externe Krankenhausdaten 29 4.2.3 Statistische Auswertung 30 4.2.3.1 Bivariate Analyse 30 4.2.3.2 Multivariate Analyse 30 5 Ergebnisse 32 5.1 Knie-Totalendoprothesen-Erstimplantation 32 5.1.1 Daten der strukturierten Qualitätsberichte 32 5.1.2 Zufriedenheitswerte 34 5.1.3 Bivariate Analyse 34 5.1.4 Multivariate Analyse 40 5.2 Hüft-Totalendoprothesen-Erstimplantation 42 5.2.1 Daten der strukturierten Qualitätsberichte 42 5.2.2 Zufriedenheitswerte 44 5.2.3 Bivariate Analyse 44 5.2.4 Multivariate Analyse 51 5.3 Einflussfaktoren auf die Krankenhauswahl nach Hüft- und Knie-Totalendoprothesen-Erstimplantation 53 6 Diskussion 55 6.1 Methodenkritik 55 6.2 Zeitliche und statistische Einordnung der Ergebnisse 57 6.3 Einordnung des Forschungsstandes 58 6.3.1 Vergleich zwischen Knie- und Hüft-Totalendoprothesen-Erstimplantation 58 6.3.2 Spezifik der Behandlungsgruppen 59 6.3.2.1 Knie-Totalendoprothesen-Erstimplantation 60 6.3.2.2 Hüft-Totalendoprothesen-Erstimplantation 61 6.3.2.3 Einflussfaktoren auf die Krankenhauswahl nach Knie- und Hüft-Totalendoprothesen-Erstimplantation 64 6.4 Studienergebnisse im Kontext von Patientenzufriedenheitsmodellen 65 6.5 Beitrag zur Versorgungsforschung und Gesundheitssystemgestaltung 66 7 Fazit 68 8 Zusammenfassung 69 Literaturverzeichnis 75 Anlagenverzeichnis x

The initial purpose of this study was to describe and analyse the language situation at Baragwanath Hospital. This was seen as a microcosm of the language situation in urban South Africa. As such, this study set out to identify problems and offer suggestions in resolving the difficulties experienced in communication in this hospital as well as in other medical institutions in the rest of the country. Before attempting such an investigation, a sound theoretical framework had to be established. In order to gain familiarity with the research field, concepts on sociolinguistics had to be researched and described. In order to apply particular concepts to the situation under investigation, the concepts had to be defined and interpreted first. This study has made a contribution to the theoretical debate regarding various sociolinguistic concepts, in that it has shown how these concepts apply to the South African situation. The next step in the research process involved making a decision about which method would be most appropriate for collecting data. Therefore, various approaches were investigated in order to find the appropriate one. The techniques of data collection and the recruitment of respondents had to be refined before the main data collection process could begin. Then began the journey of discovery. The detailed description of the language situation at Baragwanath Hospital presented in chapter 3 forms the crux of this study. This is the first time that such a comprehensive, qualitative description of the entire language situation in this hospital has been done. An appropriate method for data analysis had to be devised. This entailed various levels of analysis and interpretation. A description of the language situation at Baragwanath Hospital would have been incomplete without presenting a few of the various scenarios that took place in this hospital. Many important conclusions were reached during the course of the research. The most important of these were: 1. A huge communication problem exists at Baragwanath Hospital. 2. Either interpreters will have to be hired to overcome this problem; or nurses will have to be paid more for their interpreting services. / African Languages / D. Litt. et Phil.

The initial purpose of this study was to describe and analyse the language situation at Baragwanath Hospital. This was seen as a microcosm of the language situation in urban South Africa. As such, this study set out to identify problems and offer suggestions in resolving the difficulties experienced in communication in this hospital as well as in other medical institutions in the rest of the country. Before attempting such an investigation, a sound theoretical framework had to be established. In order to gain familiarity with the research field, concepts on sociolinguistics had to be researched and described. In order to apply particular concepts to the situation under investigation, the concepts had to be defined and interpreted first. This study has made a contribution to the theoretical debate regarding various sociolinguistic concepts, in that it has shown how these concepts apply to the South African situation. The next step in the research process involved making a decision about which method would be most appropriate for collecting data. Therefore, various approaches were investigated in order to find the appropriate one. The techniques of data collection and the recruitment of respondents had to be refined before the main data collection process could begin. Then began the journey of discovery. The detailed description of the language situation at Baragwanath Hospital presented in chapter 3 forms the crux of this study. This is the first time that such a comprehensive, qualitative description of the entire language situation in this hospital has been done. An appropriate method for data analysis had to be devised. This entailed various levels of analysis and interpretation. A description of the language situation at Baragwanath Hospital would have been incomplete without presenting a few of the various scenarios that took place in this hospital. Many important conclusions were reached during the course of the research. The most important of these were: 1. A huge communication problem exists at Baragwanath Hospital. 2. Either interpreters will have to be hired to overcome this problem; or nurses will have to be paid more for their interpreting services. / African Languages / D. Litt. et Phil.