Background. The Customer Service Department includes the protection of the
patient's rights. To analyze the work performed in this setting, we planned
to quantitate and evaluate the knowledge and perception of fulfillment by
medical staff.
Methods. Multicentric cross-sectional study. The population included health
care professionals in nine catalonian hospitals. The sample was selected a
t random with reposition and was segmented according to professional catego
ry. Data collection was carried out by personal interview supported by a qu
estionnaire. Differences according to institution size were analyzed.
Results. A total of 1,014 professionals were interviewed; 84.4% reported to
know the patient's rights and 64.4% to observe them. Significant differenc
es (p < 0.05) according to institution size were observed.
Conclusions. Discussion and diffusion of patient's rights is an useful tool
to improve knowledge and evaluate the perception of its fulfillment by hea
lth care professionals.