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...
Autores: | , |
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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 |
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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La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).