NDLI: Análisis de las reclamaciones de pacientes en Atención Primaria: una oportunidad para mejorar la seguridad clínica.

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Análisis de las reclamaciones de pacientes en Atención Primaria: una oportunidad para mejorar la seguridad clínica.

Content Provider	World Health Organization (WHO)-Global Index Medicus
Author	Añel-Rodríguez, R. M. Cambero-Serrano, M. I. Irurzun-Zuazabal, E.
Description	Author Affiliation: Añel-Rodríguez RM ( Médico de Familia, Centro de Salud Landako, Osakidetza-Servicio Vasco de Salud, Durango, Vizcaya, España. Electronic address: rosamaria.anelrodriguez@osakidetza.net.); Cambero-Serrano MI ( Enfermera, Centro de Salud Orduña (Aiala), Osakidetza-Servicio Vasco de Salud, Orduña, Vizcaya, España.); Irurzun-Zuazabal E ( Médico de Familia, Servicio de Atención Urgente Extrahospitalaria, Centro de Salud Basauri-Ariz, Osakidetza-Servicio Vasco de Salud, Basauri, Vizcaya, España.)
Abstract	OBJECTIVE: To determine the prevalence and type of the clinical safety problems contained in the complaints made by patients and users in Primary Care. MATERIAL AND METHODS: An observational, descriptive, cross-sectional study was conducted by analysing both the complaint forms and the responses given to them in the period of one year. RESULTS: At least 4.6% of all claims analysed in this study contained clinical safety problems. The family physician is the professional who received the majority of the complaints (53.6%), and the main reason was the problems related to diagnosis (43%), mainly the delay in diagnosis. Other variables analysed were the severity of adverse events experienced by patients (in 68% of cases the patient suffered some harm), the subsequent impact on patient care, which was affected in 39% of cases (7% of cases even requiring hospital admission), and the level of preventability of adverse events (96% avoidable) described in the claims. Finally the type of response issued to each complaint was analysed, being purely bureaucratic in 64% of all cases. CONCLUSIONS: Complaints are a valuable source of information about the deficiencies identified by patients and healthcare users. There is considerable scope for improvement in the analysis and management of claims in general, and those containing clinical safety issues in particular. To date, in our area, there is a lack of appropriate procedures for processing these claims. Likewise, we believe that other pathways or channels should be opened to enable communication by patients and healthcare users.
File Format	HTM / HTML
ISSN	1134282X
Issue Number	5
Journal	Revista de Calidad Asistencial
Volume Number	30
e-ISSN	18871364
Language	Spanish
Publisher	Elsevier
Publisher Date	2015-09-01
Publisher Place	Spain
Access Restriction	Subscribed
Subject Keyword	Discipline Health Services
Content Type	Text
Resource Type	Article
Subject	Health Policy

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