Complaint management in health services at a Hospital in Northern Lima, 2022

Descripción del Articulo

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 b...

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Detalles Bibliográficos
Autores: Ramirez-Guillen, Ibeth Angela Pina, Matzumura-Kasano, Juan Pedro
Formato: artículo
Fecha de Publicación:2024
Institución:Universidad de Huánuco
Repositorio:Revistas - Universidad de Huánuco
Lenguaje:español
OAI Identifier:oai:ojs2.localhost:article/613
Enlace del recurso:http://revistas.udh.edu.pe/index.php/RPCS/article/view/613
Nivel de acceso:acceso abierto
Materia:complaint management
healthcare
service quality
sanctions
patient
gestión de reclamos
atención médica
calidad del servicio
sanciones
paciente
Descripción
Sumario: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 asunfounded or inadmissible due to insufficient supporting evidence. Conclusions. The hospitalprimarily implements reactive measures to manage complaints, lacking a proactive, preventive, and patient-centered approach, which limits its ability to continuously improve service quality
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