Abstract:
The need for knowledge regarding the act of involving the patient or relatives in RCA procedures, after they have been part of a sentinel event, is high. This study offers an insight on the topic, conducting a practice-oriented, evaluative research at CWZ hospital, in the Netherlands. Its aim is (1) to analyse the current measurement instrument of the CWZ hospital, which measures the patients and relatives’ evaluation on their involvement in the RCA procedure and (2) to identify the factors which are driving satisfaction of patients or relatives with the RCA procedure. After analysing the currently collected responses from the measurement instrument, six interviews with RCA research team members of the CWZ hospital and a focus group, results show points of improvement on the use and content of the current measurement instrument and identify 24 drivers of satisfaction of patients and relatives with the RCA procedure. These drivers of satisfaction can be categorized into case drivers, patient/relatives drivers, relationship drivers, external drivers, and research team drivers. Discussing the findings, using service recovery and medical error disclosure theory, enabled this study to provide practical and theoretical recommendations regarding the measurement instrument and the involvement of patients or relatives in the RCA procedure.
