Patient Safety Culture in the Emergency Center at the University Clinical Center of Kosovo and the COVID-19 Pandemic

Abstract

BACKGROUND: Despite the developments in Kosovo’s healthcare, there are still many challenges that hamper the delivery of proper health-care service. This was especially highlighted during the coronavirus disease 2019 (COVID-19) pandemic. AIM: This study aims to elucidate the factors that impede proper health service as well as reduce preventable medical errors by focusing on safety as a fundamental principle in patient care and a key component health services quality management. The main goal is to improve the overall approach to the patient by improving the workers performance and redesigning systems, with the goal of reducing patient risk not only in normal working environment but also in new and unusual situations such as COVID-19 pandemic. METHODS: In this cross-sectional study, data were collected and analyzed. Two questionnaires were compiled for this research: one was compiled to address patients who sought health services at the Emergency Center; the second questionnaire was designed for the Emergency Center personnel to identify the relationships between the workers, managerial staff, the problems of reporting errors, and similar. Moreover, relevant publications on the impact of the pandemic on the provision of health services were compared. Statistical analysis was done by IBM SPSS® version 25. CONCLUSION: There is a need for improving Patient Safety Culture in The Emergency Center at the University Clinical Center of Kosovo. By reorganizing working hours for the workers of the Emergency Center, preventable medical errors would be reduced. Raising the capacities of the primary care level would reduce the load of the Emergency Center from interventions, which can be handled without a problem at the lower levels. Continuous professional trainings, as well as trainings focused on stress management, working under time pressure, and relationships between health service providers would significantly improve the level of patient safety in the Emergency Center.