Complaint management in health services at a Hospital in Northern Lima, 2022
DOI:
https://doi.org/10.37711/rpcs.2024.6.4.550Keywords:
complaint management, healthcare, service quality, sanctions, patientAbstract
Objective. To analyze the strategies used to manage complaints in the outpatient services of a hospital in Northern Lima (Peru) in 2022. Methods. A qualitative approach with a case study design and an interpretive-constructivist paradigm was used. The sample consisted of 60 complaint reports filed between January 1 and December 31, 2022. The data were organized in Excel, coded, and thematically categorized, ensuring anonymization. Results. The identifed strategies included sanctions against the involved staff, compensations for users, quality measures such as training and evaluations, and, in some cases, the rejection of complaints as
unfounded or inadmissible due to insufficient supporting evidence. Conclusions. The hospital
primarily implements reactive measures to manage complaints, lacking a proactive, preventive, and patient-centered approach, which limits its ability to continuously improve service quality
Downloads
References
Gillespie, A., & Reader, T. (2018). Patient-Centered Insights: Using Health Care Complaints to Reveal Hot Spots and Blind Spots in Quality and Safety. The Milbank Quarterly, 96(3), 530–567. https://doi.org/10.1111/1468-0009.12338
Mirzoev, T., & Kane, S. (2018). Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature? Global Health Action, 11(1), 1458938. https://doi.org/10.1080/16549716.2018.1458938
Rapport, F., Hibbert, P., Baysari, M., Long, J. C., Seah, R., Zheng, W. Y., ... & al. (2018). What do patients really want? An in-depth examination of patient experience in four Australian hospitals. BMC Health Services Research, 19(1). https://doi.org/10.1186/s12913-019-3881-z
Río-Mendoza, J. del, Becerra-Canales, B., & Montalvo-del Río, J. (2022). Reclamos de los usuarios externos en un hospital general del Perú. Revista Médica Electrónica, 44(1), 130–141. http://scielo.sld.cu/scielo.php?pid=S1684-18242022000100130&script=sci_arttext&tlng=en
Isniati, Machmud, R., Effendi, N., & Semiarty, R. (2021). Patient satisfaction and complaints handling in health services quality improvement effort at Sijunjung Public Hospital in West Sumatra, Indonesia. Indian Journal of Forensic Medicine and Toxicology, 15(3), 3213-3217. https://doi.org/10.37506/ijfmt.v15i3.15799
Ruiz Méndez, Á. P., Valiente Saldaña, Y. M., & Díaz Valiente, F. A. (2021). Management complaints and claims system and its influence on the quality of medical care in an outpatient clinic Albrecht Hospital Trujillo. Revista Ciencia y Tecnología, 17(3), 37–43. https://doi.org/10.17268/rev.cyt.2021.03.03
Gallagher, T. H., & Mazor, K. M. (2015). Taking complaints seriously: Using the patient safety lens. BMJ Quality & Safety, 24(6), 352–355. https://doi.org/10.1136/bmjqs-2015-004165
Antonopoulou, V., Meyer, C., Chadwick, P., Gibson, B., Sniehotta, F. F., Vlaev, I., ... & al. (2015). Understanding healthcare professionals’ responses to patient complaints in secondary and tertiary care in the UK: A systematic review and behavioural analysis. https://doi.org/10.21203/rs.3.rs-3193937/v1
Espinoza-González, R., Salcedo, X., & San Martín-Ramírez, S. (2021). Reclamos por atención en salud. Experiencia en un centro privado. Revista Médica de Chile, 149(9), 1311–1316. http://dx.doi.org/10.4067/S0034-98872021000901311
Jiménez Lozada, J. A., & Alarcón Jiménez, J. (2017). Características de las quejas de los usuarios de servicios de salud en Lambayeque. Revista del Cuerpo Médico del Hospital Nacional Almanzor Aguinaga Asenjo, 10(1), 53–54. http://www.cmhnaaa.org.pe/ojs/index.php/rcmhnaaa/article/download/48/48
Superintendencia Nacional de Salud. (2023, 18 de enero). SUSALUD: Más del 92% de atenciones brindadas en el 2022 se referían a casos en establecimientos de salud públicos. Lima: MINSA. https://www.gob.pe/institucion/susalud/noticias/689545-susalud-mas-del-92-de-atenciones-brindadas-en-el-2022-se-referian-a-casos-en-establecimientos-de-salud-publicos
Correia, R. (2019). El paradigma interpretativo en la investigación cualitativa. Revista Crítica Livre, 2(1), 1–12. http://revistainterpretacoes.com.br/dossi%C3%A1s/Interpreta%C3%A7%C3%B5es_El.pdf
Van Dael, J., Reader, T. W., Gillespie, A. T., Freise, L., Darzi, A., & Mayer, E. K. (2022). Do national policies for complaint handling in English hospitals support quality improvement? Lessons from a case study. Journal of the Royal Society of Medicine, 115(10), 390–398. https://doi.org/10.1177/01410768221115648
Antonopoulou, V., Meyer, C., Chadwick, P., Gibson, B., Sniehotta, F. F., Vlaev, I., ... & al. (2023). Understanding healthcare professionals’ responses to patient complaints in secondary and tertiary care in the UK: A systematic review and behavioural analysis. Research Square. https://doi.org/10.21203/rs.3.rs-3193937/v1
Kee, J. W. Y., Khoo, H. S., Lim, I., & Koh, M. Y. H. (2018). Communication skills in patient-doctor interactions: Learning from patient complaints. Health Professions Education, 4(2), 97-106. https://doi.org/10.1016/j.hpe.2017.07.0021
Um, K. H., & Lau, A. K. W. (2018). Healthcare service failure: How dissatisfied patients respond to poor service quality. International Journal of Operations & Production Management, 38(5), 1245-1270. https://doi.org/10.1108/IJOPM-02-2017-0082
Smith-Merry, J., Walton, M., Healy, J., & Hobbs, C. (2017). Responses by hospital complaints managers to recommendations for systemic reforms by health complaints commissions. Australian Health Review, 41(5), 527–532. https://doi.org/10.1071/AH16052
Hernández, M. (2015). Quejas relacionadas con la atención médica recibidas en una institución de salud en México. Gaceta Internacional de Ciencias Forenses, 5(16), 30–36. https://core.ac.uk/download/pdf/71051591.pdf
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Ibeth Angela Pina Ramirez-Guillen, Juan Pedro Matzumura-Kasano
This work is licensed under a Creative Commons Attribution 4.0 International License.
