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The WHO estimate that tens of thousands customers around the world suffer or die due to Care and unsafe medical practices consequences (JHA, A., ed. lit.,
The aim of this research is to generate knowledge about the adverse events and promote the improvement of risk management based on patient perspective, obtained through complaints. Claims/Complaints contain vital information about the real needs, perceived and manifest by the patient and those close to them (families, informal caregivers).
They can report adverse events and provide an essential vehicle to quality improvement.
The study overall objective is to contribute to health services quality
improvement, particularly as regard to improving the patient safety. For this will be developed methodology of complaints analysis, to adverse events occurrence assessment.
The instrument for data collect consists in a checklist to variables verification toward further characterization and statistical tests execution.