Open communication with patients and their feedback are key tools for improving the quality of healthcare services. This is one of the reasons why Na Františku Hospital established the position of ombudsman—a trusted individual who facilitates communication between patients and the hospital. Since June, this position has been held by Teodora Jedináková, LL.M., who also serves as quality manager. We spoke with her about her new role in the following interview.
You are the first ombudswoman in the history of Na Františku Hospital. What exactly does your role entail?
The goal of establishing an ombudsman position at healthcare providers is to create a uniform and effective procedure for resolving complaints and issues related to treatment or hospitalization. The Ministry of Health has issued a set of guidelines on this matter, which are mandatory for directly managed organizations and recommended for other providers of outpatient and inpatient care.
The ombudsman acts as a mediator between patients and healthcare professionals. He or she helps find solutions that are acceptable to both sides. The ombudsman strives to find a way forward that takes into account both patients’ expectations and the hospital’s practical capabilities.
In what situations can patients come to you?
Patients, their loved ones, and staff members can contact me, particularly in cases where they feel their rights have been compromised or violated. The aim is to resolve such situations in an appropriate and amicable manner between the complainant and the healthcare provider. The goal is to protect patients’ rights and prevent legal and other disputes.
How does communication with the ombudsman work? Do you offer in-person meetings or the option to submit an anonymous complaint?
Anyone—whether a patient, a relative, or an employee—can contact the ombudsman in writing, by email, or by phone. In-person meetings are also available during office hours. Contact information is available on the hospital’s website under the “Hospital Ombudsman” section.
I also handle anonymous reports. If they make sense and can be verified, I consider them suggestions for improvement, although, of course, without the possibility of providing feedback.
You serve as both ombudswoman and quality manager. How do these two roles complement each other?
I see the combination of these roles as an advantage. My knowledge of the environment at individual departments, gained through internal audits, makes it easier to identify and implement appropriate corrective measures in response to the suggestions and complaints we receive. Feedback allows us to better respond to the needs and expectations of our patients. It enables us to continuously improve, find the right solutions, and thereby enhance the quality of care we provide.
What does this feature mean to you personally?
It’s a real challenge for me. My interest in the legal field and my work with the legal department led me to study health law at the Faculty of Law at Charles University in Prague. And I’m very glad that I can now put my knowledge to use in this way.
What do you see as the greatest benefit of this work?
I see the main benefit as the opportunity to improve communication—both between patients and hospital staff, as well as interpersonal communication. By taking an objective and impartial view of the situation, we can offer an acceptable and satisfactory solution for everyone involved, all within the most pleasant environment possible.
So the problem isn't usually the quality of care, but communication?
The most common complaints relate specifically to communication. Therefore, it would be advisable for our hospital to focus on improving communication skills—learning to adapt to different communication situations and using appropriate communication tools.
I would like to organize a workshop on communication skills for interested staff members. I would also welcome any suggestions for improvement, not only from patients but also from colleagues. The satisfaction of both patients and staff should be one of our top priorities.
Sensitive situations often arise in hospitals. How do you handle them?
Empathy, sensitivity to the situation and specific needs, communication skills, and the ability to listen are essential. The moral qualities of an ombudsman include independence, impartiality, integrity, objectivity, courage, good judgment, humility, and the ability to reflect on one’s own actions. The ombudsman should be perceived as a trustworthy and respected person who is able to find common ground.
What would you say to patients who might be hesitant about whether to contact you?
Please do not hesitate to let us know if you are dissatisfied, have any concerns, or perceive something as a problem. Together, we will work to find an appropriate solution, identify shortcomings, and propose measures to address them—thereby helping to improve the quality of care we provide and the satisfaction of both patients and staff at our facility.