• 作者：A.I. Rodrí ; guez ; ^&diams ; ; ^{anaisabel.rodriguez.perez2@sergas.es} ; B. Castañ ; o^&diams ; &diams ; ; F. Lorenzo^&diams ; &diams ; ; M. Leis^&diams ; &diams ; ; M.J. Gil^&diams ; &diams ;
• 关键词：Gestió ; n ; Queja ; Reclamació ; n ; Mejora asistencial ; Plan de mejora
• 刊名：Revista de Calidad Asistencial
• 出版年：2010
• 期刊代码：pca305_1134282X
• 类别：med
• 出版时间：January-February 2010
• 卷：25
• 期：1
• 页码：34-41
• 文件大小：279 K

Objective

To improve the quality of how Santiago's Primary Care Department manages complaints through two specific objectives: 1) Address patients鈥?claims within a month or less; 2) Use an automated and data management tool to detect and record issues and activities of the health care centers.

Resources and methods

The work consisted of improvements implemented in various phases: a) Quantifying the initial situation; b) Analyzing possible issues; c) Implementing corrective measures; d) Evaluating the implementation and monitoring; period of study 2007-2008.

Results

In 2008, 83%of claims were addressed in a month or less (79.36%in 2007), taking into account that the number of complaints received in 2008 increased 49.5%from 2007 levels. In 2008, it took 19.46 days to respond to a complaint (22.82 days in 2007). The implementation of the new complaints management protocol in the health care centers allowed 67.9%of all claims in 2008 to be received with all pertinent facts (31.1%in 2007).

Conclusion

The application of new protocols and simple corrective measures to the identified issues allowed for a statistically significant improvement in the response rate to the user. The optimization of the automated tool for managing the claims facilitated the identification of breakdowns in the system and prospectively will help undertake improvement actions.