A study of hospital complaints and the role of the doctor-patient communication

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dc.contributor.authorMoore, Philippa
dc.contributor.authorVargas, Alex
dc.contributor.authorNunez, Salomon
dc.contributor.authorMacchiavello, Stefano
dc.date.accessioned2024-01-10T12:04:23Z
dc.date.available2024-01-10T12:04:23Z
dc.date.issued2011
dc.description.abstractBackground: 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 of all 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 of 8931 complaints registered between 2001 and 2008, 635 (19%) involved a doctor. Fifty one per cent of the latter, were related to the doctor-patient relationship. Of these, 146 cases (45%) were further classified as "Dysfunctional delivery of Information", 74 cases (23%) as "Not understanding the patient/family's perspective': 54 cases (17%) as "Discrediting the patient or family's views" and 49 cases (15%) 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. (Rev Med Chile 2011; 139: 880-885).
dc.format.extent6 páginas
dc.fuente.origenWOS
dc.identifier.eissn0717-6163
dc.identifier.issn0034-9887
dc.identifier.pubmedidMEDLINE:22051825
dc.identifier.urihttps://repositorio.uc.cl/handle/11534/75780
dc.identifier.wosidWOS:000293874000008
dc.information.autorucMedicina;Macchiavello S ;S/I;163717
dc.information.autorucMedicina;Moore P ;S/I;100430
dc.information.autorucMedicina;Nunez S ;S/I;155422
dc.information.autorucMedicina;Vargas A ;S/I;100185
dc.issue.numero7
dc.language.isoes
dc.nota.accesoSin adjunto
dc.pagina.final885
dc.pagina.inicio880
dc.publisherSOC MEDICA SANTIAGO
dc.revistaREVISTA MEDICA DE CHILE
dc.rightsregistro bibliográfico
dc.subjectCommunication
dc.subjectPatient satisfaction
dc.subjectPhysician-patient relations
dc.subjectProfessional impairment
dc.subjectMEDICAL ERRORS
dc.subjectGENERAL-PRACTITIONERS
dc.subjectMALPRACTICE
dc.subjectPHYSICIANS
dc.subjectSATISFACTION
dc.subjectSKILLS
dc.subjectEXPERIENCES
dc.subjectPREDICTORS
dc.subject.ods03 Good Health and Well-being
dc.subject.odspa03 Salud y bienestar
dc.titleA study of hospital complaints and the role of the doctor-patient communication
dc.typeartículo
dc.volumen139
sipa.codpersvinculados163717
sipa.codpersvinculados100430
sipa.codpersvinculados155422
sipa.codpersvinculados100185
sipa.indexWOS
sipa.indexScopus
sipa.trazabilidadCarga SIPA;09-01-2024
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