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Authors: André Oliveira 1 ; Filipe Portela 2 ; José Machado 1 ; António Abelha 1 ; José Maia Neves 1 ; Suzana Vaz 3 ; Álvaro Silva 3 and Manuel Filipe Santos 1

Affiliations: 1 University of Minho, Portugal ; 2 University of Minho and Porto Polytechnic, Portugal ; 3 ERS, Portugal

Keyword(s): Ontology, Complaints Management, Healthcare, Information System.

Related Ontology Subjects/Areas/Topics: Artificial Intelligence ; Enterprise Information Systems ; Information Systems Analysis and Specification ; KM Strategies and Implementations ; Knowledge Management and Information Sharing ; Knowledge-Based Systems ; Learning Organization & Organizational Learning ; Semiotics ; Symbolic Systems ; Tools and Technology for Knowledge Management

Abstract: 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.

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Paper citation in several formats:
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 (IC3K 2015) - KMIS; ISBN 978-989-758-158-8; ISSN 2184-3228, SciTePress, pages 174-181. DOI: 10.5220/0005594901740181

@conference{kmis15,
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 (IC3K 2015) - KMIS},
year={2015},
pages={174-181},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005594901740181},
isbn={978-989-758-158-8},
issn={2184-3228},
}

TY - CONF

JO - Proceedings of the 7th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2015) - KMIS
TI - Towards an Ontology for Health Complaints Management
SN - 978-989-758-158-8
IS - 2184-3228
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
PB - SciTePress

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