Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e Obstetrícia
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Outros Autores: | , , , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://scielo.pt/scielo.php?script=sci_arttext&pid=S1646-58302019000200004 |
Resumo: | 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. |
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Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e ObstetríciaPatient satisfactionPatient care managementQuality of health careQuality improvementOverview 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.Euromédice, Edições Médicas Lda.2019-06-01info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articletext/htmlhttp://scielo.pt/scielo.php?script=sci_arttext&pid=S1646-58302019000200004Acta Obstétrica e Ginecológica Portuguesa v.13 n.2 2019reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPporhttp://scielo.pt/scielo.php?script=sci_arttext&pid=S1646-58302019000200004Correia,Ana IsabelLemos,SandraLeitão,FátimaBóia,MariaSantos,AnaOliveira,Márioinfo:eu-repo/semantics/openAccess2024-02-06T17:21:45Zoai:scielo:S1646-58302019000200004Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T02:28:40.728848Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e Obstetrícia |
title |
Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e Obstetrícia |
spellingShingle |
Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e Obstetrícia Correia,Ana Isabel Patient satisfaction Patient care management Quality of health care Quality improvement |
title_short |
Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e Obstetrícia |
title_full |
Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e Obstetrícia |
title_fullStr |
Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e Obstetrícia |
title_full_unstemmed |
Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e Obstetrícia |
title_sort |
Porque reclamam as nossas utentes? Casuística de um Serviço de Ginecologia e Obstetrícia |
author |
Correia,Ana Isabel |
author_facet |
Correia,Ana Isabel Lemos,Sandra Leitão,Fátima Bóia,Maria Santos,Ana Oliveira,Mário |
author_role |
author |
author2 |
Lemos,Sandra Leitão,Fátima Bóia,Maria Santos,Ana Oliveira,Mário |
author2_role |
author author author author author |
dc.contributor.author.fl_str_mv |
Correia,Ana Isabel Lemos,Sandra Leitão,Fátima Bóia,Maria Santos,Ana Oliveira,Mário |
dc.subject.por.fl_str_mv |
Patient satisfaction Patient care management Quality of health care Quality improvement |
topic |
Patient satisfaction Patient care management Quality of health care Quality improvement |
description |
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. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019-06-01 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://scielo.pt/scielo.php?script=sci_arttext&pid=S1646-58302019000200004 |
url |
http://scielo.pt/scielo.php?script=sci_arttext&pid=S1646-58302019000200004 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
http://scielo.pt/scielo.php?script=sci_arttext&pid=S1646-58302019000200004 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
text/html |
dc.publisher.none.fl_str_mv |
Euromédice, Edições Médicas Lda. |
publisher.none.fl_str_mv |
Euromédice, Edições Médicas Lda. |
dc.source.none.fl_str_mv |
Acta Obstétrica e Ginecológica Portuguesa v.13 n.2 2019 reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799137356388761600 |