Resumen

SHIMABUKU, Roberto et al. External user’s complaints in a national reference pediatric center. An. Fac. med. [online]. 2014, vol.75, n.3, pp.245-250. ISSN 1025-5583.  http://dx.doi.org/10.15381/anales.v75i3.9779.

Objective: To identify complaints characteristics of external users in a national pediatric reference center. Design: Descriptive, retrospective study. Setting: Instituto Nacional de Salud del Niño (INSN), Lima, Peru. Material: Book of Complaints. Methods: A database was elaborated from the INSN Book of Complaints for the period July 2011 to September 2012. The patient could have had more than one complaint reason. Main outcome measures: Demographic data, frequency, motives, time of resolution, alluded personnel, and solution of complaints. Results: Two hundred and eighty-three formats were collected containing 358 complaints. Most frequent complaint reasons were: inappropriate attitude 32.1%, long waiting time 18.4%, deficient information 14.5%, deficient access to services 9.5%, loss of documentation (laboratory results or x-rays, formats, clinical records, among others) 7.8%, problems in communication 7.5%, privileged access to attention 5.9%, objective aspects (facilities, appearance, cleaning, equipment) 4.2%. The areas that received more complaints were: outpatient attention by physicians 41.7% (rate of 0.5 per thousand patients), security 9.2%, private hospital service 9.2%, and cashiers 6.0%. Sixty per cent of claims were solved, and of these 84.2% were solved before 4 weeks since the complaint. Occupational groups generating complaints were: physician (26,4%), nurse technician (13,9%), administrative personnel (12,2 %), security personnel (12,2%), archive personnel (9,7 %), nurse (9,0 %), cashier (5,9 %), admission (2,1%). Conclusions: Complaints’ characteristics suggest the need to take appropriate corrective and educational measures, so as to avoid or decrease them. Routine periodic evaluation of complaints is necessary to increase user’s satisfaction.

Palabras clave : Complaints; quality of health care; user´s satisfaction; hospitals; specialized hospitals; child; Lima; Peru.

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