Un estudio de reclamos hospitalarios: el rol de la relación médico-paciente / A study of hospital complaints and the role of the doctor-patient communication

ABSTRACT

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 percent) involved a doctor. Fifty one per cent of the latter, were related to the doctor-patient relationship. Of these, 146 cases (45 percent) were further classified as "Dysfunctional delivery of Information", 74 cases (23 percent) as "Not understanding the patient/'family's perspective", 54 cases (17 percent) as "Discrediting the patient or family's views" and 49 cases (15 percent) 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.