Díaz-Guzmán J, Bermejo-Pareja F, Ruiz-López P M
Hospital Universitario 12 de Octubre, 28045 Madrid, Espana.
Rev Neurol. 2006;42(12):707-12.
To determine the number of complaints received by the Neurology Service in one year, to carry out a qualitative analysis, and to examine how they are dealt with in order to provide patients with a solution.
The work involved a retrospective study of the complaints from patients in the Neurology Service throughout the year 2004, using the information provided by the Patient Advice and Liaison Service. The following quality indicators were used to evaluate how these claims were managed: the percentage of complaints that were attended in less than 30 days after being received and the percentage of complaints that were resolved.
Throughout the period under study a total of 183 complaints were received: 1/478 hospital admissions (0.21%), 71/43,841 medical visits (0.16%), 110/5,522 neurophysiological studies (2%) and 3 due to other reasons. It was found that 90.2% of all complaints had to do with waiting lists, 3.3% were related to dealings with staff and the rest were due to other causes. 86.3% of the complaints were resolved, 10.2% were dismissed and the others were passed on or shelved. 77.5% of the claims were attended within 30 days (quality parameter), the mean delay being 21.3 days (standard deviation: 11.3).
Our rate of complaints is low, although improvements must be introduced both quantitatively and in their management. Practically no data has been published to date concerning these aspects of clinical management in neurology services.
确定神经科在一年内收到的投诉数量，进行定性分析，并研究如何处理这些投诉以便为患者提供解决方案。
这项工作涉及对2004年全年神经科患者投诉进行回顾性研究，利用患者咨询与联络服务提供的信息。使用以下质量指标来评估这些投诉的处理情况：收到投诉后30天内得到处理的投诉百分比以及投诉得到解决的百分比。
在研究期间共收到183起投诉：占478例住院患者的1/478（0.21%），43841次门诊患者的71/43841（0.16%），5522例神经生理学检查的110/5522（2%），另有3起投诉因其他原因。发现所有投诉中90.2%与等候名单有关，3.3%与工作人员的处理方式有关，其余则是其他原因。86.3%的投诉得到解决，10.2%被驳回，其他投诉被转递或搁置。77.5%的投诉在30天内得到处理（质量参数），平均延迟时间为21.3天（标准差：11.3）。
我们的投诉率较低，尽管在数量和管理方面都必须加以改进。迄今为止，几乎没有关于神经科临床管理这些方面的数据发表。
