Violencia ocupacional en un hospital manifestada a través de reclamaciones

The public health services reorganization as market companies reconfigures the traditional roles of patient and professional, as well as the relationships between them. In parallel, risks of occupational violence from patients to professionals who attend them emerge. The aim of this paper is to identify and describe written forms of occupational violence manifested through a claim process. From the texts registered in complaint forms of a hospital in Barcelona between 2012 and 2017, we selected n=201 cases with evident connotations of violence from which we obtained, in addition, other documentation related to the case that is the subject of the complaint, such as response arguments. A content analysis allowed us to evidence and categorize different forms of violence expression. The information on the declared "grounds" of the violent claim complements and qualifies what has been obtained through surveys or interviews and brings up risk factors for a preventive action.