[Analysis of complaints in primary care using statistical process control].
OBJECTIVE
To analyze patient complaints in a Primary Health Care District (PHCD) using statistical process control methods compared to multivariate methods, as regards their results and feasibility of application in this context.


METHODS
Descriptive study based on an aggregate analysis of administrative complaints.


METHODS
Complaints received between January 2005 and August 2008 in the Customer Management Department in the 3rd PHCD Management Office, Madrid Health Services. Complaints are registered through Itrack, a computer software tool used throughout the whole Community of Madrid.


METHODS
Total number of complaints, complaints sorted by Reason and Primary Health Care Team (PHCT), total number of patient visits (including visits on demand, appointment visits and home visits) and visits by PHCT and per month and year.


METHODS
Multivariate analysis and control charts were used.


RESULTS
44-month time series with a mean of 76 complaints per month, an increasing trend in the first three years and decreasing during summer months. Poisson regression detected an excess of complaints in 8 out of the 44 months in the series. The control chart detected the same 8 months plus two additional ones.


CONCLUSIONS
Statistical process control can be useful for detecting an excess of complaints in a PHCD and enables comparisons to be made between different PHC teams. As it is a simple technique, it can be used for ongoing monitoring of customer perceived quality.
Valdivia Pérez
Antonio
A
Residente de Medicina Preventiva y Salud Pública, Hospital La Princesa, Madrid, España.
Arteaga Pérez
Lourdes
L
Escortell Mayor
Esperanza
E
Monge Corella
Susana
S
Villares Rodríguez
José Enrique
JE
D003196:Computer Graphics; D005240:Feasibility Studies; D006801:Humans; D015999:Multivariate Analysis; D009819:Office Visits / Q000706:statistics & numerical data; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D016012:Poisson Distribution; D011320:Primary Health Care / Q000458:organization & administration* / Q000706:statistics & numerical data; D017064:Process Assessment, Health Care / Q000706:statistics & numerical data*; D011785:Quality Assurance, Health Care / Q000458:organization & administration* / Q000706:statistics & numerical data; D012189:Retrospective Studies; D012621:Seasons; D012984:Software; D013030:Spain