<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1684-1824</journal-id>
<journal-title><![CDATA[Revista Médica Electrónica]]></journal-title>
<abbrev-journal-title><![CDATA[Rev.Med.Electrón.]]></abbrev-journal-title>
<issn>1684-1824</issn>
<publisher>
<publisher-name><![CDATA[Universidad de Ciencias Médicas de Matanzas]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1684-18242022000100130</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Reclamos de los usuarios externos en un hospital general del Perú]]></article-title>
<article-title xml:lang="en"><![CDATA[Complaints from external users in a general hospital of Peru]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Río-Mendoza]]></surname>
<given-names><![CDATA[Jeny del]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Becerra-Canales]]></surname>
<given-names><![CDATA[Bladimir]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Montalvo-del Río]]></surname>
<given-names><![CDATA[Jeny]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Nacional San Luis Gonzaga  ]]></institution>
<addr-line><![CDATA[ Ica]]></addr-line>
<country>Perú</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Autónoma de Ica  ]]></institution>
<addr-line><![CDATA[ Chincha Alta]]></addr-line>
<country>Perú</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad Alas Peruanas  ]]></institution>
<addr-line><![CDATA[ Lima]]></addr-line>
<country>Perú</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>02</month>
<year>2022</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>02</month>
<year>2022</year>
</pub-date>
<volume>44</volume>
<numero>1</numero>
<fpage>130</fpage>
<lpage>141</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S1684-18242022000100130&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S1684-18242022000100130&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S1684-18242022000100130&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN  Introducción:  los reclamos de los usuarios externos son oportunidades de mejora; su gestión adecuada permite alcanzar los resultados sanitarios finales.  Objetivos:  evaluar las características de los reclamos de los usuarios externos en un hospital general del Perú.  Materiales y métodos:  estudio descriptivo retrospectivo de los reclamos recibidos en la Plataforma de Atención al Usuario en Salud durante el año 2019, en un hospital general de Ica, Perú. Del Libro de Reclamaciones en Salud se elaboró una base de datos. Se calcularon medidas de frecuencia absolutas, relativas y promedios.  Resultados:  se tuvo un total de 993 reclamos. El 11,5 % de ellos fueron registrados en el Libro de Reclamaciones en Salud. El departamento más quejado fue el de Estadística, con 29,8 %. Respecto al personal quejado, el 46,4 % fue el administrativo, el 28,8 % los médicos, el 10,4 % las enfermeras, y el 14,4 % otros profesionales. Las causas de los reclamos fueron problemas de gestión (82,7 %), problemas en las relaciones proveedor-paciente (11,3 %) y problemas clínicos (6,0 %). El tiempo transcurrido para dar respuesta al usuario fue en promedio 20,5 días.  Conclusiones:  solo el 11,5 % de los pacientes insatisfechos que acuden a la Plataforma de Atención al Usuario en Salud, hacen uso del Libro de Reclamaciones en Salud. Las causas más frecuentes de reclamos son las relacionadas con la gestión, principalmente por problemas de demora en la atención y de acceso a los servicios.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT  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.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[servicios de salud]]></kwd>
<kwd lng="es"><![CDATA[administración de la práctica médica]]></kwd>
<kwd lng="es"><![CDATA[satisfacción del paciente]]></kwd>
<kwd lng="es"><![CDATA[pacientes]]></kwd>
<kwd lng="es"><![CDATA[derechos del paciente]]></kwd>
<kwd lng="en"><![CDATA[health services]]></kwd>
<kwd lng="en"><![CDATA[administration of medical practice]]></kwd>
<kwd lng="en"><![CDATA[patient satisfaction]]></kwd>
<kwd lng="en"><![CDATA[patients]]></kwd>
<kwd lng="en"><![CDATA[patient rights]]></kwd>
</kwd-group>
</article-meta>
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