Keini zingah tumahin damlo hi kan duh lo. Mahse kan damloh leh lungngaih lai hian tanpuina kan neih chhun chu Damdawi in leh Doctor a ni. Mahse, a châng chuan damdawi ina kan kal hian rawngbawlna kan dawn leh min enkawl danah hian tlem chuan hlim lo leh lungngaihna kan nei thei. Doctor-in engkim a hrilhfiah dik lo mai thei a, a nih loh leh staff member pakhat thusawi pakhatin kan rilru a ti na thei bawk. Hetiang hunah hian, "Aw ka Pathian, tu hnenah nge he thu hi ka hrilh dawn?" Chutiang hunah chuan i lam hawia i harsatna ngaithlatu tur mi bik kan sawi dawn a ni.
‘Ombudsman’ chu tu nge ni tak tak?
‘Ombudsman’ tih thumal (OM-buds-man tia lam tur) hi i tan chuan a mak deuh mai thei. A nihna takah chuan Swedish tawng a ni a, "representative" tihna a ni. Kum 1800 chhoah khan Sweden ramah chuan sorkar laka complaint awmte enfiah turin mi bik ruat an nei a. Chu chu ‘Ombudsman’ an tih chu a ni.
Hun a kal zel a, he ngaihdan hi a darh zau ta hle a ni. Tûn laiah chuan sorkar institution-ah chauh ni lovin, company lian tak tak, university-ah te, a bîk takin damdawi-inahte pawhin chutiang officer chu an nei ta a ni. A awlsam zawngin, damdawi ina ‘Ombudsman’ chu nangmah leh damlo leh damdawi in enkawltute inkara kawngpui (bridge) anga thawktu a ni. Damdawi in rawngbawlnaah harsatna, phunnawina, lungawi lohna i neih chuan hei hi a ngaithlatu, a chhui chiangtu leh a chinfel dan tur siam tumtu chu a ni.
Sri Lanka rama damdawi in thenkhatah chuan he hna hi hming dangin an ko mai thei. Entir nan:
- Damlote nena inzawmna Officer a ni
- Damlo Advocate a ni
- Customer Care Officer a ni bawk
Eng ang hming pawh ni se, an hna ber chu damdawi ina i ngaihtuahnate ngaihthlak a, i tan advocate hi a ni.
Eng ang thil nge he officer hi biak theih ang?
"Chuti a nih chuan thil tenawm tinrengah i phunnawi thei ang em?" i ngaihtuah mai thei. Dik tak chuan, i enkawlna emaw, damdawi ina i thil tawn emaw nghawng thei thil eng pawh sawi theihna i nei a ni. A hnuaia table hian hei hi a ti chiang hle ang.
| Buaina lo chhuahna hmun | Entirna awlsam tak |
|---|---|
| Inbiakpawhna lama harsatna a awm | Doctor in i natna chu a hrilhfiah tha lo ang maia inhriatna. Nurse ang maia inhriatna chu i tan chuan zah lohna a ni. Damdawi pek dan tur chiang taka sawifiah loh. |
| Enkawlna quality tha tak a ni | I damdawi a hun taka i dawn loh. I natna damdawi hmanga enkawl loh ang maia inhriatna. Enkawlna chungchanga i zawhnate chhanna hmuh loh. |
| Thu hriat harsat | I report-a thil awmte sawifiah theih loh. Discharge a nih a, in lama i haw huna i tih tur dik tak hriatthiam loh. |
| Hriselna chungchanga ngaihtuahna | Ward chhunga floor chu a hnim hrual a. Damdawi dik lo i dawng em tih i ngaihtuah mai thei. |
| Care-a tihkhawtlai a awm | Doctor hmuh theih nan darkar tam tak nghah. Exam tura appointment lak nan hun tul lo taka hman. |
| Thil dang eng pawh | I hnam, sakhua, mipa leh hmeichhia, etc. avanga inenkawlna danglam tak i neih nia i hriat chuan Damdawi in faina lama harsatna i neih chuan. |
A pawimawh ber chu hriselna lam i zawn dawnin i rilruah phurrit leh rinhlelhna engmah i phur a ngai lo. I aw ngaihthlak theihna tur system a awm tih hriat hi chakna ropui tak a ni bawk.
Doctor emaw nurse emaw direct-a zawt lovin hetiang mi hi engvangin nge kan biak?
Hei hi zawhna tha tak a ni. A tam zawkah chuan zawhna tenau kan neih te hi a kaihhnawih doctor emaw nurse emaw zawh hian kan chinfel theih a ni. Ngaihtuah teh, i rilruah damdawi pek che i ei dan tur chungchangah rinhlelhna tlemte i nei a. Nurse hnenah i zawt leh nghal thei a, i tichiang thei bawk. Chu chu kawng tha ber leh rang ber a ni.
Amaherawhchu, direct-a inbiakna hmanga buaina chinfel harsa tak a awm.
1. Chhanna lungawithlak i hmuh loh hunah: Zawhna i zawh a, i chhanna dawnah i lungawi loh chuan, emaw, i zawhna chu tumahin an ngaithla tha lo nia i hriat chuan, a dawt leh tur chu ‘Ombudsman’ biak hi a ni.
2. Direct-a thusawi nuam lo i tih hian: Ngaihtuah teh, staff pakhatin tumruh takin a danglam che niin i hria. Chutiang hunah chuan, chu mi hnênah direct-a chu mi chungchâng sawi chu i hlau emaw, i hlim lo emaw pawh a ni thei. Chutiang dinhmunah chuan ‘Ombudsman’ chu neutral party angin a inrawlh thei a ni.
Damdawi inah engtin nge ‘Ombudsman’ kan hmuh theih ang?
Hetiang method hi Sri Lanka healthcare system-ah siamthatna tenau te nen hman theih a ni a, a bik takin private leh sorkar hospital-ah te hman theih a ni.
- Private Hospital: Private Hospital lian tam zawk chuan hemi atan hian department bik an nei a. Hospital reception desk-ah "Patient Relations Officer" emaw "Customer Care" department awmna hmunah i zawt thei ang. He officer phone number emaw, contact details emaw chu damdawi ina i luh dawna leaflet i peknaah hian a inziak thei ang.
- Sawrkar Damdawi In: Sawrkar damdawi inah hian ‘Ombudsman’ ruat bik an nei lo thei. Mahse complaint thehluh theihna tur mechanism a awm ngei ang. Hengte hi i zawm thei ang:
1. A hmasain i awmna ward-a Matron/Head Nurse nen inbia ang che, chutiang level-ah chuan thil tam tak chinfel theih a ni.
2. Chutah chuan solution hmuh tur a awm lo a nih chuan damdawi in Administrative Office -ah kal in thil awmdan sawifiah theih a ni.
3. Buaina a lian zawk chuan Hospital Director hnenah ziakin complaint thehluh theih a ni .
Amaherawhchu, harsatna i neih chuan sawi chhuah hlau suh. Eng kawngte nge ṭanpuina i hmuh theih ang tih zawt rawh.
Complaint i file hian eng nge thleng?
‘Ombudsman’ i hmu a, i harsatna i hrilh hnuah hetiang hi a thleng tlangpui:
1. Ngun takin ngaithla rawh: Pakhatnaah chuan officer chuan a ngaithla kim ang che, titawp lovin. Thil awmdan i thlir dan chu hriatthiam an tum ang.
2. Chhiar phalna lak: A dawtah chuan he thil thleng hi chhui lehzual turin i remtihna kan la ang.
3. Thu hriat tur khawlkhawm: A dawtah chuan i complaint-a inhnamhnawih doctor, nurse emaw staff dangte nen an inbia ang a, an hnen atangin thu an la ang. A tul chuan i damdawi lam record pawh an enfiah thei bawk.
4. In hriattirna:Chutianga thu zawng zawng an khawlkhawm zawh chuan officer chuan an thil hmuh leh i duhthlan tur awmte sawifiah turin a rawn call leh ang che. An pahnih hian an inzawm khawm thei a, sawihona hmanga buaina chinfelna kawngah pawh an pui thei bawk.
5. Nakin hun atana record vawn: A pawimawh ber chu heng complaint zawng zawng hi i hming leh khua sawi lovin damdawi in enkawltute hnenah report vek tur a ni Entirnan, "Tun thla chhunga inbiakpawhna lama harsatna awm chungchanga complaint 5 dawn" tih ang chi summary report an siam thin.
Eng thil nge thleng? Damdawi in hruaitute hian hmasawnna an mamawhna hmun chu an hrethiam a ni. Chumi awmzia chu i harsatna chungchang i sawi hian a chinfelna i hmu mai ni lovin, nakin lawkah damlo dang pawhin chutiang harsatna chu an neih loh nan a pui dawn tihna a ni.
Eng ang information nge kan pek ang?
Complaint i siam dawn hian a chipchiar thei ang bera pe turin inpeih reng a tha. Hengte hi i hriat reng chuan a awlsam zawk:
- Thil thleng ni leh hun: A theih chuan chiang takin hre reng ang che.
- Mi kaihhnawih hming: I biaktu doctor emaw nurse emaw hming i hriat chuan sawi tel a tha.
- Thil thleng chu chiang takin sawi rawh: Thil thleng chungchangah chiang takin sawi la, thumal khat hnu thumal khatin sawi rawh. A chiang zawka sawi hi a hlawk zawk a, chu chu "A natna chungchang ka hrilh che khan, 'Mi zawng zawng tan chutiang chu a ni' an ti a," tih ai chuan "Hemi chungchangah hian min ko chhuak zawk a ni," tih ang chi hi a ni.
- Midang aiawhin thu i sawi em?: Mi dang, i nu emaw, i pa emaw aiawha thu i sawi a nih chuan damlo hming leh pian ni ang chi chipchiar takin i sawi a ngai dawn a ni. Tin, officer chuan damlo hnen atanga phalna a lak a ngai dawn a, damlo damdawi lam chanchin i sawipui theih nan.
- I beisei solution: I duhzawng ngaihtuahna i neih chuan, "Min ngaihdam dil ka duh" emaw, "Ka report chungchangah hian sawifiahna ka duh" emaw ang chi te chu chutiang bawk chuan sawi bawk ang che.
Tin, i thil tawn chhung khan thil tha tak tak a awm a nih chuan sawi theihnghilh suh. Nurse nasa taka puitu che leh ngilnei taka biak che emaw, engkim chiang taka sawifiahtu doctor emaw pawh ni se, damdawi in enkawltute chu an hnathawk tha tak takte ngaihlu turin a pui a, chu thil tha chu a tipung thei a ni.
Take-Home Thuchah a ni
- Hospital-a enkawlna i dawn huna service i dawn chungchangah zawhna zawh theihna leh lungawi lohna lantir theihna i nei vek a ni. Chu chu thil dik lo a ni lo.
- I ngaihtuahna ngaithlatu tur leh nang leh damdawi in enkawltute inkara palai hna thawk tur ‘Ombudsman’ emaw patient relations officer emaw a awm a ni.
- I complaint avang hian dik lohna, inthliarna, enkawlna tihkhawtlai i tawk lovang. Chu chu lungngai suh.
- I harsatna chungchang sawi hian a chinfel dan tur a zawng chhuak mai bakah damdawi in service pumpui tihchangtlunna kawngah nasa takin a pui bawk ang.
- Damdawi inah harsatna i tawh leh hunah chuan, mahni chauha hrehawm tawrh ai chuan, tanpuina dil theihna hmun a awm tih hre reng ang che.
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