Resumen

VALDES-SALGADO, Raydel; MOLINA-LEZA, Joaquín  y  SOLIS-TORRES, Cuauhtémoc. Learning from experience. User's dissatisfaction with health services through claims brought to Conamed. Salud pública Méx [online]. 2001, vol.43, n.5, pp.444-454. ISSN 0036-3634.

Objectives. To describe claims brought to Comisión Nacional de Arbitraje Médico (Medical Arbitration National Commission or Conamed) against medical care services in Mexico City. Also, to identify deficiencies in the quality of care by institution and medical speciality and describe some characteristics of the plaintiffs. Material and Methods. A total of 1925 claims were collected and data were analysed quantitatively. Pearson's chi-square (c2) test and a cluster analysis were performed. Results. Most claims are related to therapy, surgery, and diagnosis problems. Claims related to structure, process, and outcomes were also identified for each defendant institution. Claims vary by sex, age, and socio-economic levels. Conclusions. Claims brought to Conamed are useful indicators of users' dissatisfaction. Our results are consistent with other papers about users' satisfaction and quality of health care. The English version of this paper is available at: http://www.insp.mx/salud/index.html

Palabras llave : claims; user's dissatisfaction; quality of health care; Mexico.