[基于所提交投诉的用户意见]
[User opinions based on complaints filed].
作者信息
Cayuela Domínguez A, Camacho Garrido J J, Ras Luna X, Díaz Alfaro M C, Coronas E
机构信息
Unidad Docente de Medicina Familiar y Comunitaria, Sevilla.
出版信息
Rev Sanid Hig Publica (Madr). 1991 May-Jun;65(3):215-21.
BACKGROUND
The analysis of complaints is a way to know the users satisfaction on a health center.
METHODS
We analyzed 270 formal patient complaints, made at Pino Montano Health Centre (Seville) from 1986 to 1989.
RESULTS
Complaint rates was 315.55 per 100,000 persons-years. This rate was higher than such observed in other studies. 75.5% of complaints were related to organizational or structural problems.
CONCLUSIONS
With this analysis we can overtake the acceptability of health system overall or to highlight some structural problems in the organization and to discover areas of dissatisfaction with the medical quality.
背景
对投诉进行分析是了解用户对健康中心满意度的一种方式。
方法
我们分析了1986年至1989年在皮诺·蒙塔诺健康中心（塞维利亚）提出的270份正式患者投诉。
结果
投诉率为每10万人年315.55起。该比率高于其他研究中观察到的比率。75.5%的投诉与组织或结构问题有关。
结论
通过这种分析，我们可以了解整个卫生系统的可接受性，或突出组织中的一些结构问题，并发现对医疗质量不满意的领域。
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