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[Analysis of complaints in primary care using statistical process control].

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Statistical process control (SPC) effectively identifies excess patient complaints in primary health care districts (PHCDs). This method offers a feasible approach for ongoing quality monitoring and comparisons between healthcare teams.

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Area of Science:

  • Health Services Research
  • Quality Improvement Science
  • Public Health

Background:

  • Administrative complaints provide valuable insights into patient experiences within healthcare systems.
  • Analyzing complaint data is crucial for identifying areas of improvement in primary healthcare delivery.

Purpose of the Study:

  • To compare the effectiveness and feasibility of statistical process control (SPC) methods against multivariate methods for analyzing patient complaints in a Primary Health Care District (PHCD).
  • To assess the utility of SPC in identifying excess complaints and facilitating comparisons between Primary Health Care Teams (PHCTs).

Main Methods:

  • A descriptive study analyzing aggregate administrative complaints data from January 2005 to August 2008.
  • Utilized multivariate analysis and control charts (SPC) to analyze complaint data, including total complaints, reasons for complaints, and patient visits by PHCT and time.
  • Data sourced from the Customer Management Department of the 3rd PHCD Management Office, Madrid Health Services, registered via Itrack software.

Main Results:

  • Analysis of a 44-month time series revealed a mean of 76 complaints per month, with an upward trend for the first three years and seasonal decreases in summer.
  • Poisson regression identified 8 months with excess complaints, while control charts detected these 8 months plus an additional 2.
  • SPC methods demonstrated feasibility for application within the PHCD context.

Conclusions:

  • Statistical process control (SPC) is a valuable and feasible tool for detecting an excess of patient complaints in PHCDs.
  • SPC facilitates comparative analysis of complaint data across different PHC teams.
  • The simplicity of SPC makes it suitable for continuous monitoring of perceived customer quality in primary healthcare settings.