Implementation of an emergency department health care quality plan and its impact on patient satisfaction

Objective: To analyze the effect of a quality control plan for improving emergency deparment case management in terms of complaints received and patient level of satisfaction. Methods: Longitudinal, descriptive, prospective observational study. Time frame: January 2007 to December 2010. The health care quality plan involved the development of a viable plan; a campaign to impart information on patient and staff safety; a management system based on processes; and procedures for training and education, including a balanced scorecard and a system for self assessment of results. Outcome measures: emergencies attended monthly, number of claims and reasons for them, mean stay in the emergency department, delay from admission to first physician visit, and a user satisfaction survey. Results: A total of 210 claims were studied; 81 were filed in 2007, 59 in 2008, 48 in 2009, and 22 in 2010. Delays motivated 76.19% of the claims; disagreements about organizational procedures motivated 7.14%. More claims are received during summer months. After the program was implemented in 2008, complaints about delays decreased by 73.53% and no further complaints about lack of privacy and accidents within the hospital were received. Conclusions: Claims analysis is a useful tool for monitoring health care quality. A health care quality management program is essential for improving emergency care without generating additional costs.