Towards an Ontology for Health Complaints Management

André Oliveira, Filipe Portela, José Machado, António Abelha, José Maia Neves, Suzana Vaz, Álvaro Silva, Manuel Filipe Santos


The dissatisfaction of healthcare institutions users has increased in Portugal in the recent years. This fact can be seen through the increase of complaints that the entity responsible in this country has been receiving lately. More and more technical efforts has been done to understand and analyse this tendency. In this paper the authors are proposing an ontology about the whole process of complaints management from healthcare institutions. All the work was developed after analysing the entire process and the data collected by the entity responsible with this matter in Portugal. The ontology developed can show the main concepts involved in the process and the relationship between them. As main ontology entities are person, document, measure and status.


  1. Abelha, A., Pereira, E., Brandão, A., Portela, F., Santos, M. F., Machado, J., and Braga, J. (2015). Improving Quality of Services in Maternity Care Triage System. International Journal of E-Health and Medical Communications (IJEHMC), 6(2), 10-26.
  2. Almeida, M. B., and Bax, M. P. (set./dez. de 2003). Uma visão geral sobre ontologias: pesquisa sobre definições, tipos, aplicações, métodos de avaliação e de construção. Ci. Inf., Brasília, pp. 7-20.
  3. Blackburn, S., and Marcondes, D. (1997). Em Dicionário oxford de filosofia. Rio de Janeiro: Consultoria da edição brasileira.
  4. Borst, W. (1997). Construction of Engineering Ontologies for Knowledge Sharing and Reuse. Netherland: University of Twente.
  5. Braga, P., Portela, F., and Santos, M. F. (2014). Data Mining Models to Predict Patient's Readmission in Intensive Care Units. ICAART - International Conference on Agents and Artificial Intelligence. Angers, France: Scitepress.
  6. Cabral, A., Pina, C., Machado, H., Abelha, A., Salazar, M., Quintas, C., Martinho, R. (2011). Data Acquisition Process for an Intelligent Decision Support in Gynecology and Obstetrics Emergency Triage. Enterprise Information Systems, Pt 3, 221, 223-232.
  7. Duarte, J., Portela, F., Abelha, A., Machado, J., and Santos, M. F. (2011). Electronic Health Record in Dermatology Service. Communications in Computer and Information Science - Enterprise Information Systems, 221, 156- 164.
  8. Entidade Reguladora da Saúde. (15 de Dezembro de 2009). ERS Livro de Reclamações - Regras e Obrigações dos Prestadores de Cuidados de Saúde. Obtido em Janeiro de 2015, de 180.
  9. Entidade Reguladora da Saúde. (2011). Relatório sobre "A carta dos Direitos dos Utentes". Porto: Entidade Reguladora da Saúde.
  10. Firmino, C. F. (2011). Reclamações: A sua importância nas Unidades de Saúde Privadas. Lisboa: Mestrado em Gestão da Saúde, Universidade Nova de Lisboa.
  11. Gangemi, A., and Presutti, V. (2009). Best Practices in Ontology Design. Cercedilla, Spain: Semantic Technology Laboratory, STLAB.
  12. Golemati, M., Katifori, A., Vassilakis, C., Lepouras, G., and Halatsis, C. (2007). Creating an Ontology for the User Profile: Method and Applications. Proceedings of the first RCIS conference, (pp. 407-412).
  13. Gruber, T. R. (1993). A Translation Approach to Portable Ontology Specification. Knowledge Acquisition 5, 199- 220.
  14. Guarino, N., Oberle, D., and Staab, S. (2009). What Is an Ontology? Em S. Staab, and R. Studer, Handbook on Ontologies, International Handbooks on Information Systems. Springer-Verlag Berlin Heidelberg.
  15. Lobo, A. F. (2004). Entre o direito a reclamar e o direito à saúde. Serviço social em gabinetes do cidadão, SNS. Coimbra: Instituto Superior Miguel Torga, Escola Superior de Altos Estudos.
  16. Martins, R. M. (2002). Web Semântica: uma visão geral. Rio de Janeiro, Brasil: Universidade Federal do Rio de Janeiro, Núcleo de Computação Eletrônica.
  17. Morais, E. A., and Ambrósio, A. P. (2007). Ontologias: conceitos, usos, tipos, metodologias, ferramentas e linguagens. Goiás, Brasil: Instituto de Informática, Universidade Federal de Goiás.
  18. Noy, N. F., and McGuinness, D. L. (2001). Ontology Development 101: A Guide to Creating Your First Ontology. California, USA: Stanford knowledge systems laboratory technical report KSL-01-05 and Stanford medical informatics technical report SMI2001-0880.
  19. Obitko, M., Snásel, V., and Smid, J. (2004). Ontology Design with Formal Concept Analysis. Czech Republic and United States of America: CLA.
  20. Pickler, M. E. (2007). Web Semântica: ontologias como ferramentas de representação do conhecimento. Belo Horizonte, Brasil: Universidade Estadual de Londrina.
  21. Pisanelli, D. M. (2004). Ontologies. (C.-I. L. Ontology, Ed.) Obtido de Open Clinical: Knowledge management for medical care.
  22. Portela, F., Santos, M. F., Machado, J., Abelha, A., Silva, Á., and Rua, F. (2014). Pervasive and intelligent decision support in Intensive Medicine-the complete picture. Em Information Technology in Bio-and Medical Informatics (pp. 87-102). Springer.
  23. Portela, F., Veloso, R., Oliveira, S., Santos, M. F., Abelha, A., Machado, J., . Rua, F. (2014). Predict hourly patient discharge probability in Intensive Care Units using Data Mining. ScienceAsia Journal (ICCSCM 2014).
  24. Portela, F., Vilas-Boas, M., Santos, M. F., and Rua, F. (2012). Improvements in data quality for decision support in Intensive Care. eHealth 2010 - 3rd International ICST Conference on Electronic Healthcare for the 21st century. Casablanca, Morroco: Springer.
  25. Portela, F., Vilas-Boas, M., Santos, M. F., Abelha, A., Machado, J., Cabral, A., and Aragão, I. (2010). Electronic Health Records in the Emergency Room. 9th IEEE/ACIS International Conference on Computer and Information Science. 2010, ACIS-ICIS.
  26. Silva, E., Cardoso, L., Portela, F., Abelha, A., Santos, M. F., and Machado, J. (2015). Predicting Nosocomial Infection by Using Data Mining Technologies. Em New Contributions in Information Systems and Technologies (pp. 189-198). Springer.
  27. Simões, J. A. (2004). As parcerias público-privadas no sector da saúde em Portugal. Revista Portuguesa de Saúde Pública, 4(Saúde Pública), 79-90.
  28. Yao, H., Orne, A. M., and Etzkorn, L. (2005). Cohesion Metrics for Ontology Design and Application. (U. o. Alabama, Ed.) Jornal of Computer Science, 107-113.

Paper Citation

in Harvard Style

Oliveira A., Portela F., Machado J., Abelha A., Maia Neves J., Vaz S., Silva Á. and Filipe Santos M. (2015). Towards an Ontology for Health Complaints Management . In Proceedings of the 7th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS, (IC3K 2015) ISBN 978-989-758-158-8, pages 174-181. DOI: 10.5220/0005594901740181

in Bibtex Style

author={André Oliveira and Filipe Portela and José Machado and António Abelha and José Maia Neves and Suzana Vaz and Álvaro Silva and Manuel Filipe Santos},
title={Towards an Ontology for Health Complaints Management},
booktitle={Proceedings of the 7th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS, (IC3K 2015)},

in EndNote Style

JO - Proceedings of the 7th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS, (IC3K 2015)
TI - Towards an Ontology for Health Complaints Management
SN - 978-989-758-158-8
AU - Oliveira A.
AU - Portela F.
AU - Machado J.
AU - Abelha A.
AU - Maia Neves J.
AU - Vaz S.
AU - Silva Á.
AU - Filipe Santos M.
PY - 2015
SP - 174
EP - 181
DO - 10.5220/0005594901740181