[Learning from experience. Analysis of claims submitted to the National Commission of Medical Arbitration].
OBJECTIVE
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.


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 Co-named are useful indicators of users' dissatisfaction. Our results are consistent with other papers about users' satisfaction and quality of health care.
Valdés-Salgado
R
R
Centro de Investigación en Salud Poblacional, Instituto Nacional de Salud Pública, Avenida Universidad, colonia Santa María Ahuacatitlán, 62508 Cuernavaca, Morelos, México. rayvs@correo.insp.mx
Molina-Leza
J
J
Solís-Torres
C
C
D008318:Malpractice / Q000706:statistics & numerical data*; D008800:Mexico; D017008:Negotiating
Aprender de lo sucedido. Análisis de las quejas presentadas ante la Comisión Nacional de Arbitraje Médico.