Yu nɔ gladi fɔ di savis we yu de gɛt na di ɔspitul? Den mek wi fain out udat na dis "Ombudsman"!

Imajin se yu ɔ pɔsin we yu sabi de na ɔspitul... Wetin yu kin du if yu gɛt prɔblɛm ɔ yu nɔ gladi wit di kia we dɛn de kia fɔ yu ɔ di we aw di wokman dɛn de trit yu? Sɔntɛnde, yu nɔ kin no udat fɔ tɛl ɔ wetin fɔ du, nɔto so? Na tɛm lɛk dis, di "Ombudsman" na pɔsin we go ɛp yu ɛn lisin to yu vɔys. Tide, lɛ wi tɔk bɔt dis pɔsin we rili impɔtant.

Udat na "Ombudsman"? Wetin dis wɔd min?

Fɔs, di wɔd "Ombudsman" rili kɔmɔt frɔm di Swedish langwej. I jɔs min ‘rɛprɛzɛntiv’ ɔ ‘pɔsin we tinap bifo ɔda pipul dɛn’. Imajin, lɔng tɛm bifo, arawnd di ia 1800, na Swidan, dɛn bin pik wan spɛshal pɔsin fɔ chɛk ɛn put an pan kɔmplen we pipul dɛn kin kɔmplen agens di big big gɔvmɛnt wokman dɛn. Na im mek dem fos yuz di nem "Ombudsman" fo am.

Bɔt naw, di minin fɔ di wɔd "Ombudsman" ɛn di pozishɔn dɔn bɔku. Naw, i nɔ jɔs de bɔt gɔvmɛnt ɔfisa dɛn, bɔt bɔku institiushɔn dɛn lɛk ɔspitul, big biznɛs, bank, ɛn yunivasiti dɛn de yuz "Ombudsman" fɔ chɛk ɛn intavyu pan grɔj, prɔblɛm, ɛn injɔstis frɔm dɛn klaynt ɔ wokman dɛn. I nɔ mata usay dɛn de, wetin dɛn pipul ya de du na fɔ dɛnsɛf fɔ chɛk kɔmplen ɛn tray fɔ sɔlv di prɔblɛm.

Na sɔm ples dɛn, dɛn kin kɔl dɛn pipul ya ``Ombuds'' ɔ ``Ombudsperson''. Bɔt ilɛk us nem dɛn gi dɛn, bɔku pan di savis dɛn we dɛn de gi na di sem.

So, wetin ekzakli wan ospitul "Ombudsman" de du?

Fɔ tɔk am simpul wan, di "Ombudsman" fɔ dis ɔspitul na pɔsin we de ɛp yu fɔ sɔlv difrɛn prɔblɛm dɛn, prɔblɛm dɛn, ɛn grɔjmɛnt dɛn we kin apin we yu gɛt tritmɛnt na ɔspitul ɔ yu gɛt savis frɔm ɔspitul. I go rili kɔrɛkt fɔ se in na pɔsin we de lisin to yu vɔys ɛn tinap fɔ yu . I de wok lɛk pɔsin we de tɔk to yu ɛn di ɔspitul manɛjmɛnt ɔ di dipatmɛnt we gɛt fɔ du wit am.

Imajin, yu fil se dɛn nɔ bin tɛl yu fayn, ɔ yu gɛt prɔblɛm wit di kwaliti fɔ di tritmɛnt we dɛn bin gi yu. Sɔntɛm wan dɔktɔ, nɔs, ɔ ɔda pɔsin we de wok de tɔk to yu di we we yu nɔ lɛk. Yu fil se dɛn nɔ bin tek yu na kɔna. Insay dis kayn tin, dis "Ombudsman" kin ɛp yu. I go lisin to yu sayd na di stori, ɛn if nid de, aks ɔda pipul dɛn na di ɔspitul fɔ di ditel dɛn, ɛn ɛp yu fɔ fɛn sɔlv fɔ di prɔblɛm.

Us kayn tin wi kin gɛt ɛp frɔm "Ombudsman" fɔ?

Si if dɛn tin ya dɔn apin to yu, ɔ if yu tink se dɛn kin apin:

• Prɔblɛm dɛn we de na di kɔmyunikeshɔn:Dis kin rili kɔmɔn. Fɔ ɛgzampul, if di we aw dɛn tɛl yu sɔntin, ɔ sɔntin we dɛn nɔ tɔk, bin afɛkt di we aw dɛn de kia fɔ yu ɔ di ɛkspiriɛns we yu gɛt. Sɔntɛm dɛn nɔ bin ɛksplen am insay langwej we yu ɔndastand.
• I nɔ izi fɔ gɛt infɔmeshɔn: If yu nɔ gɛt di infɔmeshɔn we yu nid bɔt yu mɛrɛsin, tritmɛnt, ɛn mɛrɛsin.
• Kwaliti fɔ tritmɛnt: If yu gɛt dawt ɔ shɔtkɔm bɔt di savis we yu bin gɛt. If yu tink se, "Dis bin fɔ dɔn du bɛtɛ, nɔto so?"
• Fɔ fil sef: Aw yu fil sef we yu de gɛt tritmɛnt. Sɔntɛm yu kin fil lɛk se di say we yu de nɔ klin.
• Di tɛm fɔ ansa ɛn dilɛys: If dɛn bin delay we nɔ nid fɔ gɛt di savis ɔ fɔ gɛt ansa. If yu fɔ wet na layn fɔ lɔng tɛm fɔ gɛt mɛrɛsin, ɔ if yu fɔ wet fɔ lɔng tɛm fɔ go to dɔktɔ.
• Yuz mɛrɛsin ɔr fɔ mɛn yu pen: If yu gɛt kwɛstyɔn bɔt dis. If yu fil lɛk se yu nɔ de gɛt bɛtɛ rilif frɔm yu pen.
• I nɔ izi fɔ gɛt apɔntinmɛnt ɔ ɔda savis dɛn.
• Yu gɛt grɔj, injɔstis, ɔ sɔntin we yu nid fɔ klarify bɔt ɛnitin we gɛt fɔ du wit di kia we yu de kia fɔ yu.

Yu no, bɔku tɛm, wɛlbɔdi biznɛs na tin we rili bizi ɛn we kɔmplikt. Pan ɔl we ɔlman kin tray fɔ du ɔl wetin i ebul, sɔntɛnde tin kin fɔdɔm pas wetin yu de ɛkspɛkt frɔm dɔktɔ ɔ wokman dɛn, ɛn mistek kin apin. Di impɔtant tin na fɔ no se we dɛn de fɔ sɔpɔt yu ɛn tɔk fɔ yusɛf insay tɛm lɛk dis. Yu vɔys nɔ nid fɔ muf.

Wetin mek wi nid fɔ fɛn "Ombudsman" instead fɔ tɔk to di dɔktɔ dairekt wan?

Dis na fayn kwɛstyɔn. Sɔntɛnde, yu kin sɔlv di prɔblɛm bay we yu tɔk to di dɔktɔ dɛn ɔ di wan dɛn we de wok de we gɛt di prɔblɛm. Dat na di bɛst tin fɔ du. Fɔ ɛgzampul, imajin se dɛn dɔn pul yu na ɔspitul, bɔt yu nɔ shɔ aw fɔ kia fɔ wund ɔ tek yu mɛrɛsin we yu go na os. Dɔn yu kin kɔl di dɔktɔ in ɔfis fɔs ɔ wan nɔs na di wɔd ɛn aks fɔ mek dɛn klarify. Sɔntɛm dat go sɔlv di prɔblɛm.

Bɔt if yu fil se yu nɔ de gɛt di ansa dɛn we yu nid, ɔ if yu fil se di tin nɔ de chenj ivin afta yu dɔn tɔk, di nɛks tin we yu fɔ du na fɔ kɔntak di "Ombudsman."

Ɔda tɛm dɛn, i nɔ kin izi fɔ yu fɔ tɔk to di pɔsin we de wɔri bɔt di prɔblɛm, ɔ yu nɔ kin gri wit am. Fɔ ɛgzampul, if yu fil se sɔmbɔdi de trit yu difrɛn we ɔ nɔ rɛspɛkt yu bikɔs ɔf yu trayb, rilijɔn, man ɔ uman, yu ej, ɛn ɔda tin dɛn, yu kin want fɔ lɛf di tin kwik kwik wan, pas fɔ agyu wit da pɔsin de. If na so i bi, yu kin tɔk to di Ombudsman fɔ tɔk bɔt di tin ɛn disayd wetin fɔ du nɛks. I go ɛp yu wit kɔnfidɛns.

Aw a go fɛn "Ombudsman" na ɔspitul?

We yu go na ɔspitul, yu go mɔs gɛt wan brosho we gɛt infɔmeshɔn bɔt di ɔspitul in "Ombudsman". Ɔ, dɛn kin rayt dɛn na di ɔspitul in notis bɔd. Bɔt dɛn nɔ kin kɔl dɛn "Ombudsman" ɔltɛm. Dɛn kin kɔl dɛn "patient experience officer", "patient representative" ɔ "patient advocate". Bɔt dɛn fɔ gɛt fon nɔmba usay yu go kɔl dɛn, adrɛs usay yu go rayt to dɛn, ɔ imel adrɛs. Dɛn kin gɛt ɔfis bak usay yu kin go fɛn dɛn dairekt wan.

If yu nɔ gɛt da kayn handout de, ɔ if yu nɔ ebul fɔ fɛn aw fɔ fɛn dis ɔfisa, nɔ wɔri. Kɔl di ɔspitul in men fon nɔmba ɛn aks, ɔ aks di pɔsin we de risepshɔn. Dɛn go dayrɛkt yu to di ɔfis fɔ di "Ombudsman" ɔ wan ɔfisa we fiba am.

Aw "Ombudsman" go ɛp fɔ sɔlv yu prɔblɛm?

Wan ɔspitul "ɔmbudsman" de wok lɛk tɔd pati we nɔ de tek wan pɔsin bɛtɛ pas ɔda pɔsin, we nɔ de tek wan pɔsin bɛtɛ pas ɔda pɔsin . Dat min se i nɔ de bias di ɔspitul ɔ agens yu. In gol na fɔ fɛn di rayt we fɔ sɔlv di prɔblɛm. I de de fɔ manej yu mɛdikal kia prɔblɛm dɛn. Bɔku tɛm, yu kin tink se dɛn go ansa yu prɔblɛm ɔ sɔlv yu prɔblɛm insay wan ɔ tu wiks. Na dis na wetin i kin du:

• Fɔs, i go tɔk to yu ɛn tek tɛm lisin to di tin dɛn we de mɔna yu ɛn wetin na di prɔblɛm. I go tray in bɛst fɔ ɔndastand di tin we de apin di we aw yu de si am. Dis na fayn chans fɔ tɛl yu ɔl wetin de na yu maynd.
• Dɔn, i go aks yu fɔ alaw yu fɔ chɛk mɔ bɔt di tin we apin. I nɔ go ebul fɔ luk yu mɛdikal rɛkɔd ɔ aks ɔda pipul dɛn fɔ di ditel dɛn if yu nɔ gri fɔ du dat.
• Kɔntakt ɔda pipul dɛn we de kia fɔ yu (lɛk dɔktɔ, nɔs, ɛn ɔda wokman dɛn) fɔ no mɔ.
• If nid de, yu mɛdikal rɛkɔd ɛn ɔda dɔkyumɛnt dɛnGo chɛk ɛn si.
• Dɔn, i go ɛksplen to yu wetin i dɔn fɛn ɛn tɔk to yu bɔt aw fɔ sɔlv di prɔblɛm. Sɔntɛnde, i go ɛp yu fɔ sɔlv di prɔblɛm insɛf, sɔntɛm i go ivin arenj fɔ mek yu ɛn di pɔsin we gɛt fɔ du wit di prɔblɛm tɔk (mɛdieshɔn).
• Fɔ dɔn, dɛn kin rayt di wan ol ɛkspiriɛns, di kɔmplen, di akshɔn we dɛn tek, ɛn di rizɔlt. Dis kin mek di ɔspitul manɛjmɛnt ebul fɔ mek shɔ se dɛn kayn tin ya nɔ go apin igen tumara bambay ɛn fɔ no di say dɛn we dɛn fɔ mek di savis dɛn bɛtɛ mɔ.

Di tin we impɔtant pas ɔl na dat, "Ombudsman" de fala dis prɔses fɔ ɔlman we kam to am wit prɔblɛm. I de trit yu wit rɛspɛkt ɛn kip yu kɔnfidɛns.

Ɛn, dɛn wok nɔto jɔs fɔ wok dairekt wit pipul dɛn. Dɛn gɛt di wok bak fɔ pripia ripɔt dɛn we dɛn go gi to di ɔspitul manɛjmɛnt. Bɔt dɛn ripɔt dɛn de nɔ gɛt yu nem ɔ ɛni ɔda tin we go mek yu no udat yu bi. Bifo dat, dɛn kin gi sɔm kayn kɔmplen bɔt di kayn kɔmplen wae pipul dɛn de mek ɛn us pat pan di kia wae dɛn nɔr gladi fɔ.

Ɔl dis infɔmeshɔn de ɛp di ɔspitul in sɛniɔri wokman dɛm fɔ impɔtant savis fɔ ɔlman. Dis min se we yu de tɔk bɔt yu prɔblɛm, yu nɔ jɔs de advatayz fɔ yusɛf, bɔt yu de ɛp ɔda pipul dɛn ɛn di wan dɛn we go gɛt savis tumara bambay!

Us kayn infɔmeshɔn wi fɔ gi we wi de tɔk to "Ombudsman"?

Yu kin gi bɔku tin dɛn we yu fil fayn fɔ . If yu nɔ fil fayn fɔ tɔk sɔntin, yu gɛt rayt fɔ nɔ tɔk am. Bɔt di mɔ we yu gi di ditel, na di mɔ i go izi fɔ di "Ombudsman" fɔ ɔndastand di prɔblɛm ɛn ɛp fɔ sɔlv am.

Mɛmba, nɔr frayd se bad tin go apin to yu (lɛk fɔ trit yu difrɛn, fɔ delay fɔ kia fɔ yu we nɔr rayt) fɔ tɔk bɔt yu prɔblɛm. Yu gɛt rayt fɔ tɔk bɔt am ɛn kɔmplen.

We yu mit wit "Ombudsman", i go fayn fɔ mek yu gɛt sɔm infɔmeshɔn lɛk dis rɛdi:

• Di de (dɛn) ɛn di tɛm (dɛn) we di tin apin (as kɔrɛkt as i pɔsibul).
• Di nem dɛm fɔ di wan dɛm we involv (if yu mɛmba, wit dɛn pozishɔn).
• Wetin rili apin ? Tray fɔ tɛl am klia wan, di we aw i apin. I go bɛtɛ pas dat if yu kin rayt am ɛn kɛr am go wit yu.
• If nɔto yu bin de gɛt di tritmɛnt, di nem ɛn de we dɛn bɔn di pɔsin we gɛt di tritmɛnt, ɛn wetin yu se go apin to dɛn.
• Wetin yu tink se go apin if dɛn sɔlv dis prɔblɛm ? (e.g., if dɛn gɛt apɔlɔji, dɛn gi ɛksplen, chenj wan prɔses, ɔ dɛn de op fɔ kɔmpɛnshɔn.)

Yu kin tɔk bak bɔt di gud tin dɛn we apin na yu ɛkspiriɛns.Tɛl di "Ombudsman." Tink bɔt wan dɔktɔ ɔ wokman we bin ɛp yu mɔ ɔ du sɔntin we mek yu ɛkspiriɛns bɛtɛ. Nɔ shem fɔ tɛl dɛn. We dɛn sho di gud tin dɛn, dat kin ɛp di ɔspitul manɛjmɛnt fɔ no wetin de apin fayn, wetin nid fɔ impɔtant, ɛn i kin ɛp dɛn bak fɔ no di wan dɛn we de du gud wok .

Wan tin fɔ mɛmba: If yu de tɔk to di "Ombudsman" fɔ ɔda pɔsin, (espɛshali na ɔda kɔntri dɛn, fɔ ɛgzampul, ɔnda di lɔ na Amɛrika) di "Ombudsman" fɔ tɔk dairekt wit di pɔsin we gɛt tritmɛnt. Dɔn bak, yu fɔ gɛt rayt fɔ gɛt rayt frɔm di pɔsin we sik fɔ chɛk di prɔblɛm ɛn tɔk to yu bɔt da pɔsin de in mɛrɛsin. Insay Sri Lanka, i rili impɔtant bak fɔ tek kia ɔf di pɔsin in prayvesi ɛn kɔnfidɛns.

Udat na di "Ombudsman" fɔ lɔng tɛm kia savis?

Dis na smɔl nich bak, bɔt i fayn fɔ no. ‘Lɔng tɛm kia ɔmbudsman’ na pɔsin we de advatayz fɔ di rayt dɛm fɔ pipul dɛm we de gɛt kia na say dɛn we dɛn de kia fɔ pipul dɛn lɛk nɔs os, ol pipul dɛn os, ɛn say dɛn we dɛn de ɛp pipul dɛn fɔ liv. Dɛn kin advatayz bak fɔ mek pipul dɛn gɛt kia na os (e.g., frɔm pipul dɛn we de ɛp dɛn fɔ gɛt wɛlbɔdi na os).

Insay sɔm kɔntri dɛn, lɛk Amɛrika, lɔ se ɔl stet fɔ gɛt "ombudsman" program fɔ handle kɔmplen frɔm pipul dɛn we de kia fɔ dɛn fɔ lɔng tɛm ɛn di wan dɛn we dɛn lɛk.

If yu na pɔsin we de tek kia fɔ lɔng tɛm, ɔ pɔsin we yu no na pɔsin, yu kin tɔk to yu lokal "Ombudsman" ɔ ɔda ɔganayzeshɔn we tan lɛk dat ɔltɛm fɔ tɔk bɔt wetin de mɔna yu. Na sɔm tin dɛn we yu kin tɛl dɛn bɔt:

• Ɛni kayn abiuz: i kin bi wit wɔd, bɔdi, filin, mɔni, ɔ mami ɛn dadi biznɛs.
• Nɔ tek tɛm wit am: Nɔ pe atɛnshɔn to pɔsin in yon klin layf, nɔ gɛt tin fɔ it, drink, ɛn mɛrɛsin we i nid.
• Praktis ɔ envayrɔmɛnt we nɔ sef .
• Fɔ pwɛl pɔsin in rayt ɔ in yon rɛspɛkt.
• Insay sɔm kɔntri dɛn, tin dɛn we gɛt fɔ du wit bɛnifit dɛn lɛk ``Mɛdikɛd'' ɔ ``Mɛdikɛr'' gɛt fɔ du wit di savis dɛn we gɛt fɔ du wit am. (Pan ɔl we dɛn tin ya nɔ de dairekt na Sri Lanka, tin dɛn we gɛt fɔ du wit di soshal sikyɔriti sistɛm dɛn na dɛn kɔntri dɛn de de ɔnda dis kategori).

Yu "Ombudsman" go luk insay di situeshɔn ɛn ɛksplen us opshɔn yu gɛt fɔ sɔlv am.

Apat frɔm we dɛn de handle wan wan kɔmplen, di "ombudsmen" we de kia fɔ lɔng tɛm kin du bɔku ɔda wok. Fɔ ɛgzampul:

• Dɛn kin tich di pipul dɛn we de de ɛn di wan dɛn we de wok de bɔt di rayt dɛn we di pipul dɛn we de de gɛt.
• Dɛn kin tɛl di wan dɛn we de de bɔt di tin dɛn we dɛn nid.
• Fɔ tich di pipul dɛn bɔt us we fɔ kia fɔ dɛn fɔ lɔng tɛm ɛn aw fɔ pik di wan we go fayn fɔ dɛn.

Insay Sri Lanka, if prɔblɛm de wit ol pipul dɛn os ɔ di sem kayn kia sɛnta dɛn, sɔm gɔvmɛnt institiushɔn dɛn de (e.g., di Nashɔnal Ɛlda Sɛktriat, Divishɔnal Sɛktriat) fɔ kɔmplen bɔt ɛn chɛk. So, if injɔstis apin na da kayn ples de, dɛn kin tɛl di dipatmɛnt dɛn we gɛt fɔ du wit am bɔt am.

Aw pɔsin kin bi "Ombudsman"?

No wan saiz-fit-ɔl rod nɔ de fɔ bi ɔmbudsman na ɔspitul. Pipul dɛn we kɔmɔt na difrɛn say dɛn kin pik dis wok. Sɔm kin gɛt ɛkspiriɛns pan nɔs, soshal wok, lɔ, ɔ advays. Yu nɔ nid wan patikyula digri fɔ du dis. Bɔt if yu ebul fɔ du dɛn tin ya fayn, yu kin bi gud ɔmbudsman:

• If yu sabi sɔlv prɔblɛm dɛn ɛn fɛn we fɔ sɔlv prɔblɛm dɛn we yu go ebul fɔ mek ɛn we go ɛp yu .
• If wi bin ebul fɔ lisin wit sɔri-at, ɛn wi nɔ bin ebul fɔ jɔj wi .
• Abiliti fɔ tɔk ɛn tɔk fayn wit difrɛn pipul dɛn (peshɛnt, famili, dɔktɔ, wokman dɛn) .
• If yu peshɛnt, nɔ de tek wan pɔsin bɛtɛ pas ɔda pɔsin, ɛn pɔsin we pɔsin kin abop pan .

Sɔm intanashɔnal ɔganayzeshɔn dɛn, fɔ ɛgzampul di Intanɛshɔnal Ɔmbuds Asɛmbli (IOA), de gi sɛtifiket dɛn lɛk di Sɛtifiket Ɔganayzeshɔnal Ɔmbuds Prɛktishɔn (CO-OP®). Bɔt nɔto fɔ du dis ɔlsay. Wetin impɔtant na fɔ rɛdi fɔ ɛp ɔda pipul dɛn ɛn di skil dɛn we wi nid.

Fɔ dɔn, di tin dɛn we impɔtant pas ɔl we yu fɔ mɛmba

So, "Ombudsman" kin mek yu vɔys strɔng. Dɔn yu nɔ nid fɔ fil se yu nɔ de tɔk natin ɛn yu de yu wan we yu gɛt prɔblɛm ɔ injɔstis na ɔspitul. Bikɔs dɛn ɔndastand di kɔmplisiti dɛm fɔ wɛl bɔdi biznɛs, dɛn rɛdi fɔ ansa di prɔblɛm dɛm wae yu kin gɛt ɛn ɛp fɔ fɛn sɔlv dɛm.

I kin bi se dɛn nɔ bin pe atɛnshɔn to yu, ɔ dɛn nɔ bin no klia wan bɔt di tritmɛnt, ɔ dɛn bin delay fɔ gɛt savis we nɔ nid fɔ du dat. Ilɛk wetin na di prɔblɛm, di prɔblɛm dɛn we yu de tɔk bɔt impɔtant. Dɔn bak, gud ɔspitul manejmɛnt kin intres ɔltɛm fɔ mek yu ɛkspiriɛns bɛtɛ ɛn fɔ mek di savis dɛn bɛtɛ. Yu fidbak rili valyu.

Nɔ shek fɔ kɔntak yu "Ombudsman" ɔ ɔfisa we de du dis kayn wok fɔ no us opshɔn yu gɛt fɔ sɔlv wan sityueshɔn we nɔ go lɛk aw yu bin de op fɔ.Yu gɛt ɔl di rayt fɔ di bɛst kia, fɔ tɔk wetin yu tink, fɔ ɛya yu grɔj. Nɔto yu wan de, ɛn nɔ fred fɔ aks fɔ ɛp!

` Ombudsman, Ospital, Ospital Savis, Peshɛnt Rayt, Kɔmplen, Ɛlth Savis, Mɛdikal Advays