Claims about the Nursing Staff submitted by the users of the Complejo Hospitalario de Navarra

Section: Originals

How to quote

Molina Pérez C, San Martín Rodríguez L. Reclamaciones dirigidas al Área de Enfermería de los usuarios del Complejo Hospitalario de Navarra. Metas Enferm jul/ago 2017; 20(6): 14-19.

Authors

Concepción Molina Pérez1, Leticia San Martín Rodríguez2

Position

1Máster de Investigación en Ciencias de la Salud por la Universidad Pública de Navarra. Especialista en Enfermería Geriátrica. Unidad de Atención al Paciente. Complejo Hospitalario de Navarra2Doctora en Enfermería. Profesora contratada doctora. Facultad de Ciencias de la Salud. Universidad Pública de Navarra

Contact address

Concepción Molina Pérez. Unidad de Atención al Paciente. Complejo Hospitalario de Navarra. Irunlarrea, 3. 31008 Pamplona (Navarra).

Contact email: cmolinap@cfnavarra.es

Abstract

Objective: to describe the characteristics of the claims by users of the Complejo Hospitalario de Navarra (CHN), regarding the Nursing staff at the centre.
Method: a descriptive longitudinal study of the requests received in writing at the Patient Care Unit of the CHN, regarding the Nursing staff of the centre, between January, 1st and December, 31st, 2013. Any explicit demand by a user seen at the CHN was considered a request (claim, complaint, objection, report or suggestion), when submitted in writing to the PCU of the centre. In order to collect this information, the variables of interest were implemented based on criteria by consensus: age and gender of the claimant, age and gender of the patient, and relationship existing between claimant and patient, reason for the claim, professional category involved, Nursing Unit subject to the claim, time to response, and outcome of the claim. Descriptive statistics were used for statistical analysis, using the version 19.0 of the SPSS program.
Results: there were 289 requests: 32% of these were claims. Regarding the claimants, 74% were women, with 48 years as mean age. Regarding patients affected by the claims, 62% of them were women also, with 55 years as mean age. Regarding origin, 65% of the claims came from the Hospitalization Units.
The most frequent reasons for claims were: “disagreement with patient’s attention” (23%) and “dissatisfaction with care or techniques administered” (20%). The professional category most frequently involved: nurses (30%) and nursing assistants (15%). Most frequent type of settlement: explanation and/or written apology (84%).
Conclusions: claims regarding the Nursing staff can be associated with the time of exposure and contact between patients and professionals, and this reinforces the need perceived by other research studies in terms of encouraging communication skills and the ability to apologize. These will be typically solved with an explanation or written apology.

Keywords:

Claim analysis; patient satisfaction; patient rights; nursing care; hospital

Versión en Español

Título:

Reclamaciones dirigidas al Área de Enfermería de los usuarios del Complejo Hospitalario de Navarra