Un estudio de reclamos hospitalarios: el rol de la relación médico-paciente

Background: Medical practice in Chile has changed dramatically over the last few years. Patients have raised their expectations and there is a growing number of complaints, and malpractice lawsuits. The doctor-patient relationship plays a fundamental role in patient satisfaction and has also been id...

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Autores principales:	Moore,Philippa, Vargas,Alex, Núñez,Salomón, Macchiavello,Stefano
Lenguaje:	Spanish / Castilian
Publicado:	Sociedad Médica de Santiago 2011
Materias:	Communication Patient satisfaction Physician-patient relations Professional impairment
Acceso en línea:	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0034-98872011000700008
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spelling	oai:scielo:S0034-988720110007000082011-09-16Un estudio de reclamos hospitalarios: el rol de la relación médico-pacienteMoore,PhilippaVargas,AlexNúñez,SalomónMacchiavello,Stefano Communication Patient satisfaction Physician-patient relations Professional impairment Background: Medical practice in Chile has changed dramatically over the last few years. Patients have raised their expectations and there is a growing number of complaints, and malpractice lawsuits. The doctor-patient relationship plays a fundamental role in patient satisfaction and has also been identified as an issue in most medical lawsuits. Aim: To analyze the importance of doctor-patient communication in the complaints received in a university hospital in Chile. Material and Methods: Review ofall complaints received at the office for quality of care at a university hospital. Complaints classified in delay, manners and information categories were selected for further analysis. Results: Of a total of8931 complaints registered between 2001 and 2008, 635 (19%) involved a doctor. Fifty one per cent of the latter, were related to the doctor-patient relationship. Of these, 146 cases (45%) were further classified as "Dysfunctional delivery of Information", 74 cases (23%) as "Not understanding the patient/'family's perspective", 54 cases (17%) as "Discrediting the patient or family's views" and 49 cases (15%) as "Lack of communication". Conclusions: The percentage of complaints related to communication with the doctor is high, though lower than cited in other studies. The most common complaint is the dysfunctional delivery of information.info:eu-repo/semantics/openAccessSociedad Médica de SantiagoRevista médica de Chile v.139 n.7 20112011-07-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0034-98872011000700008es10.4067/S0034-98872011000700008
institution	Scielo Chile
collection	Scielo Chile
language	Spanish / Castilian
topic	Communication Patient satisfaction Physician-patient relations Professional impairment
spellingShingle	Communication Patient satisfaction Physician-patient relations Professional impairment Moore,Philippa Vargas,Alex Núñez,Salomón Macchiavello,Stefano Un estudio de reclamos hospitalarios: el rol de la relación médico-paciente
description	Background: Medical practice in Chile has changed dramatically over the last few years. Patients have raised their expectations and there is a growing number of complaints, and malpractice lawsuits. The doctor-patient relationship plays a fundamental role in patient satisfaction and has also been identified as an issue in most medical lawsuits. Aim: To analyze the importance of doctor-patient communication in the complaints received in a university hospital in Chile. Material and Methods: Review ofall complaints received at the office for quality of care at a university hospital. Complaints classified in delay, manners and information categories were selected for further analysis. Results: Of a total of8931 complaints registered between 2001 and 2008, 635 (19%) involved a doctor. Fifty one per cent of the latter, were related to the doctor-patient relationship. Of these, 146 cases (45%) were further classified as "Dysfunctional delivery of Information", 74 cases (23%) as "Not understanding the patient/'family's perspective", 54 cases (17%) as "Discrediting the patient or family's views" and 49 cases (15%) as "Lack of communication". Conclusions: The percentage of complaints related to communication with the doctor is high, though lower than cited in other studies. The most common complaint is the dysfunctional delivery of information.
author	Moore,Philippa Vargas,Alex Núñez,Salomón Macchiavello,Stefano
author_facet	Moore,Philippa Vargas,Alex Núñez,Salomón Macchiavello,Stefano
author_sort	Moore,Philippa
title	Un estudio de reclamos hospitalarios: el rol de la relación médico-paciente
title_short	Un estudio de reclamos hospitalarios: el rol de la relación médico-paciente
title_full	Un estudio de reclamos hospitalarios: el rol de la relación médico-paciente
title_fullStr	Un estudio de reclamos hospitalarios: el rol de la relación médico-paciente
title_full_unstemmed	Un estudio de reclamos hospitalarios: el rol de la relación médico-paciente
title_sort	un estudio de reclamos hospitalarios: el rol de la relación médico-paciente
publisher	Sociedad Médica de Santiago
publishDate	2011
url	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0034-98872011000700008
work_keys_str_mv	AT moorephilippa unestudiodereclamoshospitalarioselroldelarelacionmedicopaciente AT vargasalex unestudiodereclamoshospitalarioselroldelarelacionmedicopaciente AT nunezsalomon unestudiodereclamoshospitalarioselroldelarelacionmedicopaciente AT macchiavellostefano unestudiodereclamoshospitalarioselroldelarelacionmedicopaciente
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Un estudio de reclamos hospitalarios: el rol de la relación médico-paciente

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