Abstract

CORREIA, Ana Isabel et al. Why do our patients complain?The casuistry of a Gynaecology and Obstetrics Department. Acta Obstet Ginecol Port [online]. 2019, vol.13, n.2, pp.91-96. ISSN 1646-5830.

Overview and Aims: Patient satisfaction when using health services is an indicator often used for quality measurement. This study aims to analyze the complaints to assess the reasons for displeasure in the care provided as a way to recognize patients as active agents in the improvement of health services. Study design, Population, Methods: An observational, descriptive, retrospective study was performed through the acquisition of complaints made by the users of the service in the patient's office of the Hospital Center between 2008-2016. The data obtained were analyzed qualitatively and quantitatively. Results: A total of 91 complaints were identified in the nine years of the study, corresponding to an average complaint rate of 0.2‰. The propensity to complain was similar over time, with predominance of complaints in their own name and concerning the area of obstetrics (compared to gynaecology). Complaints addressed to health professionals refer, mainly, to doctors or medical acts. The prevalent typology of complaints refers to the domain of relationships predominantly in communication, followed by those related to institutional management. The situations of the clinical domain that encompass the quality and safety of the care provided was a reason for complaint in 27% of the situations. Conclusions: From the analysis of the complaints we believe that these are predictive of deficiencies found later, so that they offer a signal in real time of a service quality. In situations of frustration of users' expectations, it seems to be important to bet on the best information regarding rights and duties in health care.

Keywords : Patient satisfaction; Patient care management; Quality of health care; Quality improvement.

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