Variación en las reclamaciones dirigidas a un Servicio de Cirugía General y del Aparato Digestivo tras un cambio estructural y funcional hospitalario / Changes in the complaints made to a General and Gastrointestinal Surgery Department after a change in hospital structure and function

Objetivo Las reclamaciones de un servicio médico son una medida de la calidad asistencial percibida por los pacientes. El objetivo del estudio fue analizar la variación producida en el porcentaje de reclamaciones dirigidas al Servicio de Cirugía General y del Aparato Digestivo (CGD) en relación a los cambios producidos por el traslado a un nuevo hospital. Material y métodos Estudio longitudinal del porcentaje de reclamaciones dirigidas al Servicio de CGD en dos periodos de 6 meses de un mismo año (periodos A y B). Entre uno y otro periodo se realizó el traslado a un nuevo hospital. Se compara el porcentaje de reclamaciones asociadas a la actividad hospitalaria y en consultas externas. Resultados El porcentaje de reclamaciones dirigidas al Servicio de CGD fue del 3,02% dirigidas a las altas de hospitalización y 0,44% dirigidas a la atención en consultas externas. Cuando se compararon ambos periodos, se observó una disminución estadísticamente significativa de las reclamaciones en hospitalización (A: 3,74% vs B: 2,20%, p=0,006) y en consultas externas (A: 0,53% vs. B: 0,34%, p=0,005). Se pudo constatar también que la disminución paralela de las reclamaciones de hospitalización y de consultas externas siguió una correlación lineal significativa (R:0,988 p<0,001).Conclusiones El cambio estructural y funcional por el traslado a un nuevo hospital comportó que el porcentaje de reclamaciones dirigidas al Servicio de CGD disminuyera de manera significativa en el periodo estudiado. Son necesarios estudios prospectivos y multicéntricos que permitan evaluar si estos resultados son superponibles a otros medios (AU)

Objective The complaints to a medical service are a measure of the quality of health care perceived by the patients. The aim of this study was to analyse the differences found in the percentage of complaints made to the General and Gastrointestinal Surgery Department (GGSD) with the changes made due to moving to a new hospital. Material and methods A longitudinal study of the percentage of complaints made to the GGSD in two 6 month periods in the same year (periods A and B). The Department was moved to a new hospital between the two periods. The percentage complaints associated with the hospital and outpatient activity is compared. Results The percentage complaints made to the GGSD was 3.02% directed at the hospital service and 0.44% to outpatient care. When both periods were compared, a statistically significant difference was observed in the hospital complaints (A: 3.74% vs B: 2.20%, P=.006) and in the outpatient complaints (A: 0.53% vs. B: 0.34%, P=.005). It could also be shown that there was a continuous significant correlation in the parallel decrease in the hospital and outpatient complaints (R:0.988P<.001).Conclusions The structural and functional change due to moving to a new hospital showed that the percentage of complaints made to the GGSD changed significantly in the period studied. Prospective multicentre studies are required to evaluate whether these results can be extrapolated to other services (AU)

[Changes in the complaints made to a General and Gastrointestinal Surgery Department after a change in hospital structure and function]. / Variación en las reclamaciones dirigidas a un Servicio de Cirugía General y del Aparato Digestivo tras un cambio estructural y funcional hospitalario.

OBJECTIVE: The complaints to a medical service are a measure of the quality of health care perceived by the patients. The aim of this study was to analyse the differences found in the percentage of complaints made to the General and Gastrointestinal Surgery Department (GGSD) with the changes made due to moving to a new hospital. MATERIAL AND METHODS: A longitudinal study of the percentage of complaints made to the GGSD in two 6 month periods in the same year (periods A and B). The Department was moved to a new hospital between the two periods. The percentage complaints associated with the hospital and outpatient activity is compared. RESULTS: The percentage complaints made to the GGSD was 3.02% directed at the hospital service and 0.44% to outpatient care. When both periods were compared, a statistically significant difference was observed in the hospital complaints (A: 3.74% vs B: 2.20%, P=.006) and in the outpatient complaints (A: 0.53% vs. B: 0.34%, P=.005). It could also be shown that there was a continuous significant correlation in the parallel decrease in the hospital and outpatient complaints (R:0.988 P<.001). CONCLUSIONS: The structural and functional change due to moving to a new hospital showed that the percentage of complaints made to the GGSD changed significantly in the period studied. Prospective multicentre studies are required to evaluate whether these results can be extrapolated to other services.