Complaints from external users in a general hospital of Peru
Keywords:
health services, administration of medical practice, patient satisfaction, patients, patient rightsAbstract
Introduction: claims from external users are opportunities for improvement; its proper management enables the attainment of final health outcomes. Objective: to evaluate the characteristics of external users claims in a general hospital in Peru. Materials and methods: a retrospective descriptive study of the claims received on the Healthcare User Care Platform in 2019, in a general hospital of Ica, Peru. A database was developed from the Health Claims Book. Absolute, relative, and average frequency measurements were calculated. Results: a total of 993 complaints were filed. 11.5 % of them were registered in the Health Claims Book. The most complained department was that of Statistics, with 29.8 %. With regard to the members of staff staff complained, 46.4 % were administrative workers, 28.8 % doctors, 10.4 % nurses and 14.4 % other professionals. The causes of the complaints were management problems (82.7 %), problems in provider-patient relationships (11.3 %) and clinical problems (6.0 %). The elapsed time to respond to the user was on average 20.5 days. Conclusions: only 11.5 % of dissatisfied patients who access the Healthcare User Attention Platform make use of the Health Claims Book. The most frequent causes of complaints are those related to management, mainly due to problems of delayed care and access to services.Downloads
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References
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2. Van Dael J, Reader TW, Gillespie A, et al. Learning from complaints in healthcare: A realist review of academic literature, policy evidence and front-line insights. BMJ Quality and Safety. 2020;29(8):684-95. Citado en PubMed; PMID: 32019824.
3. Añel-Rodríguez R, Cambero-Serrano M, Irurzun-Zuazabal E. Análisis de las reclamaciones de pacientes en Atención Primaria: una oportunidad para mejorar la seguridad clínica. Rev Calidad Asistencial [Internet]. 2015 [citado 21/09/2020];30(5):220-5. Disponible en: https://www.elsevier.es/es-revista-revista-calidad-asistencial-256-articulo-analisis-reclamaciones-pacientes-atencion-primaria-S1134282X15000871
4. Crespo de las Heras MI, Pérez Alonso J, González Esteban MP, et al. Más allá de la hora de reclamaciones y sugerencias. Rev Enferm CyL [Internet]. 2019 [citado 02/04/2020];11(1). Disponible en: http://revistaenfermeriacyl.com/index.php/revistaenfermeriacyl/article/viewFile/225/194
5. Mattarozzi K, Sfrisi F, Caniglia F, et al. What patients’ complaints and praise tell the health practitioner: Implications for health care quality. A qualitative research study. Int J Qual Heal Care. 2017;29(1):83-9. Citado en PubMed; PMID: 27920247.
6. O’Dowd E, Lydon S, Madden C, et al. A systematic review of patient complaints about general practice. Fam Pract. 2020;37(3):297-305. Citado en PubMed; PMID: 31742596.
7. De Vos MS, Hamming JF, Chua-Hendriks JJC, et al. Connecting perspectives on quality and safety: Patient-level linkage of incident, adverse event and complaint data. BMJ Qual Saf. 2019;28(3):180–9. Citado en PubMed; PMID: 30032125.
8. Nowotny BM, Loh E, Davies-Tuck M, et al. Identifying quality improvement opportunities using patient complaints: Feasibility of using a complaints taxonomy in a metropolitan maternity service. J Patient Saf Risk Manag [Internet]. 2019 [citado 02/04/2020];24(5). Disponible en: https://www.researchgate.net/publication/335171963_Identifying_quality_improvement_opportunities_using_patient_complaints_Feasibility_of_using_a_complaints_taxonomy_in_a_metropolitan_maternity_service
9. Corbacho MS, García-Mata JR, Blecua MJ, et al. La reclamación encubierta. Identificando problemas de calidad. Rev Calidad Asistencial [Internet]. 2001 [citado 02/04/2020];16(1):29-34. Disponible en: https://www.elsevier.es/es-revista-revista-calidad-asistencial-256-pdf-13028268
10. Veneau L, Chariot P. How do hospitals handle patients complaints? An overview from the Paris area. J Forensic Leg Med. 2013;20(4):242–7. Citado en PubMed; PMID: 23622468.
11. Hsieh SY. The use of patient complaints to drive quality improvement: An exploratory study in Taiwan. Heal Serv Manag Res. 2010;23(1):5-11. Citado en PubMed; PMID: 20150604.
12. Shimabuku R, Fernández D, Carlos G, et al. Las reclamaciones de los usuarios externos en un centro pediátrico de referencia nacional en Lima, Perú. Anales de la Facultad de Medicina [Internet]. 2014 [citado 03/03/2020];75(3). Disponible en: https://revistasinvestigacion.unmsm.edu.pe/index.php/anales/article/view/9779
13. Presidencia del Consejo de Ministros. Obligación de las Entidades del Sector Público de contar con un Libro de Reclamaciones. Decreto Supremo N° 042-2011-PCM [Internet]. Perú: Normas Legales; 2011 [citado 03/03/2020]. Disponible en: https://www.presidencia.gob.pe/docs/reclamaciones/DS-042-2011-PCM.pdf
14. De Vos MS, Hamming JF, Marang-Van De Mheen PJ. The problem with using patient complaints for improvement. BMJ Qual Saf. 2018;27(9):758-62. Citado en PubMed; PMID: 29298910.
15. Gillespie A, Reader TW. The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning. BMJ Qual Saf. 2016 Dec;25(12):937-46. Citado en PubMed; PMID: 26740496.
16. Bustamante-Puente Z, Becerra-Chauca N. Reclamaciones de los usuarios de un hospital de tercer nivel de Lima – Perú 2015. Rev Peru Obstet Enferm [Internet]. 2016 [citado 03/08/2020];12(1). Disponible en: https://www.aulavirtualusmp.pe/ojs/index.php/rpoe/article/view/899
17. Eriksson EM, Raharjo H, Gustavsson S. Exploring complaints by female and male patients at Swedish hospitals using a probabilistic graphical model. Scand J Caring Sci. 2018;32(3):1148–56. Citado en PubMed; PMID: 29460969.
18. Nalakath MJ, Thasneem PM, Deepak KV, et al. The profile of patients’ complaints in a tertiary care hospital in South India. Int J Community Med Public Heal [Internet]. 2018 [citado 02/04/2020];5(8):3567. Disponible en: https://www.researchgate.net/publication/326567466_The_profile_of_patients%27_complaints_in_a_tertiary_care_hospital_in_South_India
19. Pfeil MN, Yersin B, Trueb L, et al. A retrospective study of complaint letters sent to a Swiss Emergency Department between 2009 and 2014. Rev Epidemiol Sante Publique. 2018;66(1):75-80. Citado en PubMed; PMID: 29310987.
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Published
2022-02-17
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1.
del-Río-Mendoza J, Becerra-Canales B, Montalvo-del Río J. Complaints from external users in a general hospital of Peru. Rev Méd Electrón [Internet]. 2022 Feb. 17 [cited 2025 Apr. 3];44(1):1-12. Available from: https://revmedicaelectronica.sld.cu/index.php/rme/article/view/4355
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