Resumen

DERTEANO MARTINEZ, Felipe et al. Conflictive situations in a specialized medical area of Madrid in 2009-2013. Rev Asoc Esp Espec Med Trab [online]. 2015, vol.24, n.1, pp.17-21. ISSN 3020-1160.

Objectives: Determine the conflictive situations that arise with citizens in a specific area of Specialized Care of Madrid. Material and Methods: A descriptive, observational and retrospective analysis of incidents with citizens in a Specific Area of Specialized Care that occurred between 2009 and 2013 was carried out. During the study period, 188 conflictive situations were analyzed including the following variables: level of education, age and sex, type of aggression and aggressor, workplace, job category, cause of the incident and proposed measures.The information was obtained from the Register of Aggressions and Conflicts of Madrid (REMAC, Registro Madrileño de Agresiones y Conflictos). Results: Of the 188 conflictive situations analyzed, more than 60% of them were committed by males. The majority, 25%, were between 31 and 40 years old. The predominant incident, 88.8%, was verbal aggression. The most frequent aggressor, 46.8%, was a relative or companion. The workplaces where more conflictive situations arose, 31.3%, were hospitals with inpatient care. By category, nurses presented the highest percentage of incidents. Discussion: Conflictive Situations with users of Specialized Care have increased significantly in recent years, making it necessary to establish prevention and action plans in order to handle them (operating procedures, training of professionals, legal advice, etc.) These are included in the measures provided in Order 212/2004 of March 4 issued by the Department of Health and Consumer Affairs of the Community of Madrid (Consejería de Sanidad y Consumo de la Comunidad de Madrid).

Palabras clave : conflictive situations; specialized care.

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