Araştırma Makalesi
COVID-19 Aşılarının Uygulanma Sürecinde Yaşanan Sorunların Bir İnternet Sitesi Üzerinden İçerik Analizi
Öz
Çalışma, aşılama sürecinde karşılaşılan önlenebilir sorunları belirlemek ve aşı fırsatlarını kaçırmamak için "sikayetvar.com" adlı internet portalında COVID-19 aşısı başvuru sürecinde yaşanan sorunlarla ilgili şikayetlerin tespit edilmesini amaçlamaktadır. Karma (nicel ve nitel) araştırma, Türkiye'de COVID-19 aşılamasının ilk yapıldığı tarihten bu yana popüler bir şikayet sitesinde (sikayetvar.com) aşılama süreciyle ilgili tüm şikayetlerin yer almasıyla gerçekleştirilmiştir. Çalışmada Ocak 2021 ile Mart 2022 arasında 871 şikayet tespit edildi. Şikayetlerin aylık dağılımında dönemsel dalgalanmaların özellikle Haziran 2021 ile Eylül 2021 arasında arttığı belirlendi. Şikayetler; sağlık kuruluşunda aşı olan ve olmayanlarda yaşanan sorunlar, aşı randevusu alamayanlar, eğitim, sosyal faaliyetlere katılım ve seyahat ile ilgili sorunlar, karantina, sağlık personelinin olumsuz tutumu ve aşı talebi yaşlı ve engelli bireyler gibi riskli grupların evde aşılama hizmeti olarak dokuz temaya ayrılmaktaydı. Sağlık hizmeti sunucularının bu temaların çözümüne odaklanması, yaklaşmakta olan salgın hastalıklarla daha iyi baş edebilmelerini sağlayacaktır.
Anahtar Kelimeler
COVID-19 Aşı Aşı Şikayetleri Aşı Yan Etkileri Hasta Şikayetleri Aşı Randevu Sistemi
Kaynakça
- Baumann, N., Chen, S., McDonald, J. R., Davis, M. H., Petroff, C. ve McKelvy, P. (2022). Mitigating COVID-19 vaccine waste through a multidisciplinary inpatient vaccination initiative. The Journal for Healthcare Quality (JHQ), 44(3), 178-183. https://doi.org/10.1097/jhq.0000000000000337
- Beatty, A.L, Peyser, N.D., Butcher, X.E., Cocohoba, J.M., Lin, F., Olgin, J.E., Pletcher, M.J. ve Marcus, G.M. (2021). Analysis of COVID-19 vaccine type and adverse effects following vaccination. JAMA Netw Open, 4(12), e2140364.
- Bujoreanu, I., Hariri, A., Acharya, V. ve Taghi, A. (2020). An analysis of complaints in two large tertiary university teaching hospital ent departments: A two-year retrospective review. International Journal of Otolaryngology, 1-6. https://doi.org/10.1155/2020/1484687
- Centres for Disease Control and Prevention. (2021). Vaccines & Immunizations. https://www.cdc.gov/vaccines/covid-19/clinical-considerations/vaccination-upon-discharge.html adresinden 4 Aralık 2022 tarihinde alınmıştır.
- de Quadros, C. A., Olivé, J. M., Hersh, B. S., Strassburg, M. A., Henderson, D. A., Brandling-Bennett, D. ve Alleyne, G. A. (1996). Measles elimination in the Americas. Evolving strategies. JAMA, 275(3), 224–229. https://doi.org/10.1001/jama.275.3.224
- Dighriri, I.M., Alhusayni, K.M., Mobarki, A.Y., Aljerary, I.S., Alqurashi, K.A., Aljuaid, F.A., Alamri, K.A., Mutwalli, A.A., Maashi, N.A., Aljohani, A.M., Alqarni, A.M., Alfaqih, A.E., Moazam, S.M., Almutairi, M.N. ve Almutairi, A.N. (2022). Pfizer-BioNTech COVID-19 vaccine (BNT162b2) side effects: A Systematic review. Cureus, 14(3), e23526. https://doi.org/10.7759/cureus.23526
- Forman, R., Shah, S., Jeurissen, P., Jit, M. ve Mossialos, E. (2021). COVID-19 vaccine challenges: What have we learned so far and what remains to be done?. Health Policy, 125(5), 553-567. https://doi.org/10.1016/j.healthpol.2021.03.013
- Godlee, F. (2007). Milestones on the long road to knowledge. BMJ (Clinical research ed.), 334 Suppl 1, s2–s3. https://doi.org/10.1136/bmj.39062.570856.94
- Harrison, R., Walton, M., Healy, J., Smith-Merry, J. ve Hobbs, C. (2016). Patient complaints about hospital services: applying a complaint taxonomy to analyze and respond to complaints. International Journal for Quality in Health Care, 28(2), 240-245. https://doi.org/10.1093/intqhc/mzw003
- Hoşgör, H., Ülker Dörttepe, Z. ve Güngördü, H. (2022). Aşılamanın önündeki engellerin sikayetvar.com portalı üzerinden incelenmesi: Biontech (Pfızer) ve Sinovac (Coronavac) örneği. Akademik Sosyal Araştırmalar Dergisi, 10(128), 322-340. http://dx.doi.org/10.29228/ASOS.58238
- Jangland, E., Gunningberg, L. ve Carlsson, M. (2009). Patients' and relatives' complaints about encounters and communication in health care: Evidence for quality improvement. Patient Education and Counseling, 75(2), 199-204. https://doi.org/10.1016/j.pec.2008.10.007
- Karami, A., Zhu, M., Goldschmidt, B., Boyajieff, H. R. ve Najafabadi, M. M. (2021). COVID-19 vaccine and social media in the US: Exploring emotions and discussions on Twitter. Vaccines, 9(10), 1059. https://doi.org/10.3390/vaccines9101059
- Kouhpayeh, H. ve Ansari, H. (2022). Adverse events following COVID-19 vaccination: A Systematic review and Meta-analysis. International Immunopharmacology, 108906. https://doi.org/10.1016/j.intimp.2022.108906
- Küçük, A., Demirci, M., Kerman, G. ve Özsoy, V. S. (2021). Evaluating of hospital appointment systems in Turkey: Challenges and opportunities. Health Policy and Technology, 10(1), 69-74. https://doi.org/10.1016/j.hlpt.2020.11.008
- Lai, F.T.T., Leung, M.T.Y., Chan, E.W.W., Huang, L., Lau, L.K.W., Peng, K., Leung, J.C.N., Fan, M., Chen, K., Lum, D.H., Li, X., Chui, C.S.L., Wan, E.Y.F., Wong, C.K.H., Lam, E.F.S., Cheung, T.Y.Y., Cowling, B.J., Wong, I.C.K. ve Chan, E.W.Y. (2022). Self-reported reactogenicity of CoronaVac (Sinovac) compared with Comirnaty (Pfizer-BioNTech): A prospective cohort study with intensive monitoring. Vaccine, 40(10), 1390-1396. https://doi.org/10.1016/j.vaccine.2022.01.062
- Liu, J., Hou, S., Evans, R., Xia, C., Xia, W. ve Ma, J. (2019). What do patients complain about online: a systematic review and taxonomy framework based on patient centeredness. Journal of Medical Internet Research, 21(8), e14634. https://doi.org/10.2196/14634
- Mandal, H. (2021). Achievements of the COVID-19 Turkey Platform in vaccine and drug development with an approach of "co-creation and succeeding together". Turkish Journal of Medical Sciences, 51(SI-1), 3139–3149. https://doi.org/10.3906/sag-2112-178
- Mattarozzi, K., Sfrisi, F., Caniglia, F., De Palma, A. ve Martoni, M. (2017). What patients' complaints and praise tell the health practitioner: implications for health care quality. A qualitative research study. International Journal for Quality in Health Care, 29(1), 83-89. https://doi.org/10.1093/intqhc/mzw139
- McDonald, I., Murray, S. M., Reynolds, C. J., Altmann, D. M. ve Boyton, R. J. (2021). Comparative systematic review and meta-analysis of reactogenicity, immunogenicity and efficacy of vaccines against SARS-CoV-2. npj Vaccines, 6(1), 74. https://doi.org/10.1038/s41541-021-00336-1
- Metin, S. (2021). Covid-19 bağlamında zorunlu aşı tartışmalarının hukuki boyutu. Sağlık Bilimlerinde İleri Araştırmalar Dergisi, 4(1), 37-50. https://doi.org/10.26650/JARHS2021-958025
- Nazlı, M. ve Arbak, H. (2020). The strategic importance of e-complaints about the health services of the hospitals. The Journal of Business Science, 8(3), 373-397. https://doi.org/10.22139/jobs.759450
- Önal, Ö., Eroğlu, H. N., Evcil, F. Y., Kişioğlu, A. N. ve Uskun, E. (2021). Validity and reliability of Turkish version of the Vaccine Hesitancy Scale. Turkish Archives of Pediatrics, 56(3), 230–235. https://doi.org/10.5152/TurkArchPediatr.2021.20028
- Reader, T. W., Gillespie, A. ve Roberts, J. (2014). Patient complaints in healthcare systems: A Systematic review and coding taxonomy. BMJ Quality & Safety, 23(8), 678-689. http://dx.doi.org/10.1136/bmjqs-2013-002437
- Simkhada, P., Tamang, P., Timilsina, L., Simkhada, B., Bissell, P., van Teijlingen, E., Sah, S. K. ve Wasti, S. P. (2022). Factors influencing COVID-19 vaccine uptake among Nepali people in the UK: A Qualitative study. Vaccines, 10(5), 780. https://doi.org/10.3390/vaccines10050780
- Skär, L. ve Söderberg, S. (2018). Patients' complaints regarding healthcare encounters and communication. Nursing Open, 5(2), 224-232. https://doi.org/10.1002/nop2.132
- Şantaş, F., Şantaş, G. ve Erigüç, G. (2019). Türkiye’de özel hastanelere ve devlet hastanelerine yönelik elektronik şikayetlerin incelenmesi. Uluslararası Sağlık Yönetimi ve Stratejileri Araştırma Dergisi, 5(3), 291-301.
- T.C. Sanayi ve Teknoloji Bakanlığı. (2021). COVID-19 Türkiye Platformu. https://www.sanayi.gov.tr/covid-19/asi-ilac-ve-tani-calismalari#kovid-19-turkiye-platformu adresinden 4 Aralık 2022 tarihinde alınmıştır.
- Tokay Argan, M. ve Arıcı, A. (2019). Sağlık iletişiminde e-şikayet: Hastaların ve hasta yakınlarının şikayetvar. com paylaşımları üzerine bir araştırma. Akdeniz Üniversitesi İletişim Fakültesi Dergisi, (31), 339-355. https://doi.org/10.31123/akil.533612
- Ünlü Kurt, S. ve Kurt, M. C. (2017). Halkla ilişkilere yenilikçi bir yaklaşım: Dijital inovasyonlar. AJIT-e: Bilişim Teknolojileri Online Dergisi, 8(29), 75-86. https://doi.org/10.5824/1309-1581.2017.4.004.x
- Wang, J., Peng, Y., Xu, H., Cui, Z. ve Williams, R. O. (2020). The COVID-19 vaccine race: Challenges and opportunities in vaccine formulation. AAPS PharmSciTech, 21(225), 1-12. https://doi.org/10.1208/s12249-020-01744-7
- World Health Organization. (2017). Methodology for the assessment of missed opportunities for vaccination. Licence: CC BY-NC-SA 3.0 IGO. https://apps.who.int/iris/handle/10665/259201 adresinden 4 Aralık 2022 tarihinde alınmıştır.
- World Health Organization. (2022). Statement for healthcare professionals: How COVID-19 vaccines are regulated for safety and effectiveness (Revised March 2022). 17 May 2022. https://www.who.int/news/item/17-05-2022-statement-for-healthcare-professionals-how-covid-19-vaccines-are-regulated-for-safety-and-effectiveness adresinden 4 Aralık 2022 tarihinde alınmıştır.
- Zhang, M., Zhang, C., Sun, Q., Cai, Q., Yang, H. ve Zhang, Y. (2014). Questionnaire survey about use of an online appointment booking system in one large tertiary public hospital outpatient service center in China. BMC Medical İnformatics and Decision Making, 14(1), 1-11. https://doi.org/10.1186/1472-6947-14-49
Yıl 2023,
Cilt: 14 Sayı: 39, 819 - 830, 25.08.2023
Öz
The study aims to identify the complaints about the problems experienced in the COVID-19 vaccine application process on the internet portal named "sikayetvar.com" to determine the preventable problems encountered in the vaccination process and not to miss the vaccine opportunities. The mixed (quantitative and qualitative) research is carried out by including all the complaints about the vaccination process on a popular complaint site (sikayetvar.com) since the first date of COVID-19 vaccination in Turkey. In the study, 871 complaints are identified between January 2021 and March 2022. It is determined that periodic fluctuations in the monthly distribution of complaints increased, especially between June 2021 and September 2021. Complaints are divided into nine themes. Themes are the problems experienced by those who are and cannot be vaccinated in the health institution, those who could not get a vaccination appointment, issues related to education, participation in social activities and travel, quarantine, negative attitude of health personnel, and the demand for home vaccination service of risky groups such as elderly and disabled individuals. Focusing on the solution of these themes by health care providers would ensure that they can better cope with the upcoming epidemics.
Anahtar Kelimeler
COVID-19 Vaccine Vaccine Complaints Vaccine Side Effects Patient Complaints Vaccine Appointment System
Kaynakça
- Baumann, N., Chen, S., McDonald, J. R., Davis, M. H., Petroff, C. ve McKelvy, P. (2022). Mitigating COVID-19 vaccine waste through a multidisciplinary inpatient vaccination initiative. The Journal for Healthcare Quality (JHQ), 44(3), 178-183. https://doi.org/10.1097/jhq.0000000000000337
- Beatty, A.L, Peyser, N.D., Butcher, X.E., Cocohoba, J.M., Lin, F., Olgin, J.E., Pletcher, M.J. ve Marcus, G.M. (2021). Analysis of COVID-19 vaccine type and adverse effects following vaccination. JAMA Netw Open, 4(12), e2140364.
- Bujoreanu, I., Hariri, A., Acharya, V. ve Taghi, A. (2020). An analysis of complaints in two large tertiary university teaching hospital ent departments: A two-year retrospective review. International Journal of Otolaryngology, 1-6. https://doi.org/10.1155/2020/1484687
- Centres for Disease Control and Prevention. (2021). Vaccines & Immunizations. https://www.cdc.gov/vaccines/covid-19/clinical-considerations/vaccination-upon-discharge.html adresinden 4 Aralık 2022 tarihinde alınmıştır.
- de Quadros, C. A., Olivé, J. M., Hersh, B. S., Strassburg, M. A., Henderson, D. A., Brandling-Bennett, D. ve Alleyne, G. A. (1996). Measles elimination in the Americas. Evolving strategies. JAMA, 275(3), 224–229. https://doi.org/10.1001/jama.275.3.224
- Dighriri, I.M., Alhusayni, K.M., Mobarki, A.Y., Aljerary, I.S., Alqurashi, K.A., Aljuaid, F.A., Alamri, K.A., Mutwalli, A.A., Maashi, N.A., Aljohani, A.M., Alqarni, A.M., Alfaqih, A.E., Moazam, S.M., Almutairi, M.N. ve Almutairi, A.N. (2022). Pfizer-BioNTech COVID-19 vaccine (BNT162b2) side effects: A Systematic review. Cureus, 14(3), e23526. https://doi.org/10.7759/cureus.23526
- Forman, R., Shah, S., Jeurissen, P., Jit, M. ve Mossialos, E. (2021). COVID-19 vaccine challenges: What have we learned so far and what remains to be done?. Health Policy, 125(5), 553-567. https://doi.org/10.1016/j.healthpol.2021.03.013
- Godlee, F. (2007). Milestones on the long road to knowledge. BMJ (Clinical research ed.), 334 Suppl 1, s2–s3. https://doi.org/10.1136/bmj.39062.570856.94
- Harrison, R., Walton, M., Healy, J., Smith-Merry, J. ve Hobbs, C. (2016). Patient complaints about hospital services: applying a complaint taxonomy to analyze and respond to complaints. International Journal for Quality in Health Care, 28(2), 240-245. https://doi.org/10.1093/intqhc/mzw003
- Hoşgör, H., Ülker Dörttepe, Z. ve Güngördü, H. (2022). Aşılamanın önündeki engellerin sikayetvar.com portalı üzerinden incelenmesi: Biontech (Pfızer) ve Sinovac (Coronavac) örneği. Akademik Sosyal Araştırmalar Dergisi, 10(128), 322-340. http://dx.doi.org/10.29228/ASOS.58238
- Jangland, E., Gunningberg, L. ve Carlsson, M. (2009). Patients' and relatives' complaints about encounters and communication in health care: Evidence for quality improvement. Patient Education and Counseling, 75(2), 199-204. https://doi.org/10.1016/j.pec.2008.10.007
- Karami, A., Zhu, M., Goldschmidt, B., Boyajieff, H. R. ve Najafabadi, M. M. (2021). COVID-19 vaccine and social media in the US: Exploring emotions and discussions on Twitter. Vaccines, 9(10), 1059. https://doi.org/10.3390/vaccines9101059
- Kouhpayeh, H. ve Ansari, H. (2022). Adverse events following COVID-19 vaccination: A Systematic review and Meta-analysis. International Immunopharmacology, 108906. https://doi.org/10.1016/j.intimp.2022.108906
- Küçük, A., Demirci, M., Kerman, G. ve Özsoy, V. S. (2021). Evaluating of hospital appointment systems in Turkey: Challenges and opportunities. Health Policy and Technology, 10(1), 69-74. https://doi.org/10.1016/j.hlpt.2020.11.008
- Lai, F.T.T., Leung, M.T.Y., Chan, E.W.W., Huang, L., Lau, L.K.W., Peng, K., Leung, J.C.N., Fan, M., Chen, K., Lum, D.H., Li, X., Chui, C.S.L., Wan, E.Y.F., Wong, C.K.H., Lam, E.F.S., Cheung, T.Y.Y., Cowling, B.J., Wong, I.C.K. ve Chan, E.W.Y. (2022). Self-reported reactogenicity of CoronaVac (Sinovac) compared with Comirnaty (Pfizer-BioNTech): A prospective cohort study with intensive monitoring. Vaccine, 40(10), 1390-1396. https://doi.org/10.1016/j.vaccine.2022.01.062
- Liu, J., Hou, S., Evans, R., Xia, C., Xia, W. ve Ma, J. (2019). What do patients complain about online: a systematic review and taxonomy framework based on patient centeredness. Journal of Medical Internet Research, 21(8), e14634. https://doi.org/10.2196/14634
- Mandal, H. (2021). Achievements of the COVID-19 Turkey Platform in vaccine and drug development with an approach of "co-creation and succeeding together". Turkish Journal of Medical Sciences, 51(SI-1), 3139–3149. https://doi.org/10.3906/sag-2112-178
- Mattarozzi, K., Sfrisi, F., Caniglia, F., De Palma, A. ve Martoni, M. (2017). What patients' complaints and praise tell the health practitioner: implications for health care quality. A qualitative research study. International Journal for Quality in Health Care, 29(1), 83-89. https://doi.org/10.1093/intqhc/mzw139
- McDonald, I., Murray, S. M., Reynolds, C. J., Altmann, D. M. ve Boyton, R. J. (2021). Comparative systematic review and meta-analysis of reactogenicity, immunogenicity and efficacy of vaccines against SARS-CoV-2. npj Vaccines, 6(1), 74. https://doi.org/10.1038/s41541-021-00336-1
- Metin, S. (2021). Covid-19 bağlamında zorunlu aşı tartışmalarının hukuki boyutu. Sağlık Bilimlerinde İleri Araştırmalar Dergisi, 4(1), 37-50. https://doi.org/10.26650/JARHS2021-958025
- Nazlı, M. ve Arbak, H. (2020). The strategic importance of e-complaints about the health services of the hospitals. The Journal of Business Science, 8(3), 373-397. https://doi.org/10.22139/jobs.759450
- Önal, Ö., Eroğlu, H. N., Evcil, F. Y., Kişioğlu, A. N. ve Uskun, E. (2021). Validity and reliability of Turkish version of the Vaccine Hesitancy Scale. Turkish Archives of Pediatrics, 56(3), 230–235. https://doi.org/10.5152/TurkArchPediatr.2021.20028
- Reader, T. W., Gillespie, A. ve Roberts, J. (2014). Patient complaints in healthcare systems: A Systematic review and coding taxonomy. BMJ Quality & Safety, 23(8), 678-689. http://dx.doi.org/10.1136/bmjqs-2013-002437
- Simkhada, P., Tamang, P., Timilsina, L., Simkhada, B., Bissell, P., van Teijlingen, E., Sah, S. K. ve Wasti, S. P. (2022). Factors influencing COVID-19 vaccine uptake among Nepali people in the UK: A Qualitative study. Vaccines, 10(5), 780. https://doi.org/10.3390/vaccines10050780
- Skär, L. ve Söderberg, S. (2018). Patients' complaints regarding healthcare encounters and communication. Nursing Open, 5(2), 224-232. https://doi.org/10.1002/nop2.132
- Şantaş, F., Şantaş, G. ve Erigüç, G. (2019). Türkiye’de özel hastanelere ve devlet hastanelerine yönelik elektronik şikayetlerin incelenmesi. Uluslararası Sağlık Yönetimi ve Stratejileri Araştırma Dergisi, 5(3), 291-301.
- T.C. Sanayi ve Teknoloji Bakanlığı. (2021). COVID-19 Türkiye Platformu. https://www.sanayi.gov.tr/covid-19/asi-ilac-ve-tani-calismalari#kovid-19-turkiye-platformu adresinden 4 Aralık 2022 tarihinde alınmıştır.
- Tokay Argan, M. ve Arıcı, A. (2019). Sağlık iletişiminde e-şikayet: Hastaların ve hasta yakınlarının şikayetvar. com paylaşımları üzerine bir araştırma. Akdeniz Üniversitesi İletişim Fakültesi Dergisi, (31), 339-355. https://doi.org/10.31123/akil.533612
- Ünlü Kurt, S. ve Kurt, M. C. (2017). Halkla ilişkilere yenilikçi bir yaklaşım: Dijital inovasyonlar. AJIT-e: Bilişim Teknolojileri Online Dergisi, 8(29), 75-86. https://doi.org/10.5824/1309-1581.2017.4.004.x
- Wang, J., Peng, Y., Xu, H., Cui, Z. ve Williams, R. O. (2020). The COVID-19 vaccine race: Challenges and opportunities in vaccine formulation. AAPS PharmSciTech, 21(225), 1-12. https://doi.org/10.1208/s12249-020-01744-7
- World Health Organization. (2017). Methodology for the assessment of missed opportunities for vaccination. Licence: CC BY-NC-SA 3.0 IGO. https://apps.who.int/iris/handle/10665/259201 adresinden 4 Aralık 2022 tarihinde alınmıştır.
- World Health Organization. (2022). Statement for healthcare professionals: How COVID-19 vaccines are regulated for safety and effectiveness (Revised March 2022). 17 May 2022. https://www.who.int/news/item/17-05-2022-statement-for-healthcare-professionals-how-covid-19-vaccines-are-regulated-for-safety-and-effectiveness adresinden 4 Aralık 2022 tarihinde alınmıştır.
- Zhang, M., Zhang, C., Sun, Q., Cai, Q., Yang, H. ve Zhang, Y. (2014). Questionnaire survey about use of an online appointment booking system in one large tertiary public hospital outpatient service center in China. BMC Medical İnformatics and Decision Making, 14(1), 1-11. https://doi.org/10.1186/1472-6947-14-49
Toplam 33 adet kaynakça vardır.
Ayrıntılar
| Birincil Dil | Türkçe |
|---|---|
| Konular | Sağlık Politikası |
| Bölüm | Araştırma Makaleleri |
| Yazarlar | |
| Yayımlanma Tarihi | 25 Ağustos 2023 |
| Gönderilme Tarihi | 12 Aralık 2022 |
| Yayımlandığı Sayı | Yıl 2023 Cilt: 14 Sayı: 39 |
