Authors

1Pedro Fernández Rozas, 1Santiago Mora Acosta, 2Francisco Araya Cruz

Position

¹Enfermero. Servicio de Urgencias del Hospital General de Granollers, Barcelona.²Auxiliar de Enfermería. Servicio de Urgencias del Hospital General de Granollers, Barcelona.

Contact address

Pedro Fernández Rozas. C/ Santiago Rusiñol, 5. 08553 Seva (Barcelona).

Contact email: pedfrcas@yahoo.es

Abstract

Objective: to find out the most frequent reasons for claims presented by all users attending the Hospital Emergency Unit (ER) in the Hospital General de Granollers, Barcelona.
Method: transversal descriptive study on all persons who atended the ER and presented a claim. A centre form was used as a tool for data collection, including place, date and time of the claim, data of the claimant, of the person affected, and about the reasons, which were classified into six types: care, personal treatment, information, organization and paperwork, documentation, accommodation and comfort.
Results: 176 claims were received, one per each 612 patients seen. A 67% (n= 116) of those affected were women. Regarding the reason for the claim, “organization and paperwork” was in the first place, with 57.9% (n= 102), followed by “care”, with 28.4% (n= 50). In 73.8% (n= 130) of cases, patients themselves were the claimants. Conclusions: The majority of claims filed by users and their relatives in the ER were due to organization reasons and lack of satisfaction with care. The findings of the present study will provide an opportunity for improvement, mostly through changes in the organization of the unit.

Keywords:

Emergencies; claims; satisfaction; care satisfaction; researchdescriptive study

Versión en Español

Título:

Reclamaciones en el servicio de urgencias. Oportunidad de mejora