The Status of Observing Patient Rights Charter in Outpatient Clinics of Tabriz University of Medical Sciences: Perspectives of Health Service Clients

Introduction: Patient Rights Charter consists of a series of patients' legal rights that health care providers must observe and carry out but available evidences show that these are not fully practiced in some outpatient centers. This study aimed to investigate the status of observing patient rights from the perspective of clients in outpatient clinics affiliated to Tabriz University of Medical Sciences. Methods: This cross-sectional survey study was conducted on patients admitted to outpatient centers of Tabriz University of Medical Sciences within December 2011 (N=382). These people were chosen through simple random sampling based on Cochran formula. Data collection instrument was a researcher-made questionnaire derived from Iranian Patient rights charter, which its validity and reliability was approved. Data was analyzed using t-test and ANOVA. Results: Mean and standard deviation of total score for observing all essentials of patients’ rights charter in outpatient centers of the university was at a moderate and reasonable level (42.18±15.15) from the viewpoint of patients. The area of “providing health services based on respecting patient’s privacy and observing the essentials of secrecy and confidentiality” enjoying the highest mean score (66.12±24.39), was at a desirable level compared to other areas. The area of “having access to effective complaint management system” showed the lowest mean score (23.85±23.07) from the participants’ perspective proving a poor level. Ninety three (24.17%) of health service receivers believed that almost all areas of Patient Right Charter were observed totally in outpatient centers of the university. This is while 96 people(25.17%) believed that patients’ right chart has never been practiced in outpatient centers of Tabriz University of Medical Sciences. Conclusions: The general satisfaction with observation of patients’ right charter in outpatient centers of Tabriz University of Medical Sciences is at a moderate level and considered to be acceptable. Only in area of “providing health services based on respecting patient’s privacy and observing the essentials of secrecy and confidentiality”, the satisfaction level is higher than norms. Therefore, study of factors affecting patients’ satisfaction is among research priorities for responding about the current satisfaction status and the manner of providing health services.