Introduction:

claims from external users are opportunities for improvement; its proper management enables the attainment of final health outcomes.

Objective:

to evaluate the characteristics of external users claims in a general hospital in Peru.

Materials and methods:

a retrospective descriptive study of the claims received on the Healthcare User Care Platform in 2019, in a general hospital of Ica, Peru. A database was developed from the Health Claims Book. Absolute, relative, and average frequency measurements were calculated.

Results:

a total of 993 complaints were filed. 11.5 % of them were registered in the Health Claims Book. The most complained department was that of Statistics, with 29.8 %. With regard to the members of staff staff complained, 46.4 % were administrative workers, 28.8 % doctors, 10.4 % nurses and 14.4 % other professionals. The causes of the complaints were management problems (82.7 %), problems in provider-patient relationships (11.3 %) and clinical problems (6.0 %). The elapsed time to respond to the user was on average 20.5 days.

Conclusions:

only 11.5 % of dissatisfied patients who access the Healthcare User Attention Platform make use of the Health Claims Book. The most frequent causes of complaints are those related to management, mainly due to problems of delayed care and access to services.

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