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

Salvador Suárez FJ, Millán Soria J, Téllez Castillo CJ, Pérez García C, Oliver Martínez C

Objective: To analyze the effect of a plan to improve case management in an

emergency department 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 evaluating the 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.

Millán Soria J, Oliver Martínez C, Pérez García C, Salvador Suárez FJ, Téllez Castillo CJ