La comunicación como herramienta para una atención de calidad entre profesionales del sistema de salud y los pacientes
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Fecha
2023
Autores
Parada Quintero, Jhon Arley
Parada Quintero, Leidy Katherine
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
La comunicación constituye un elemento fundamental en el área de la salud, particularmente en la relación del personal asistencial, entre ellos y con los pacientes. En ese contexto el presente estudio parte del objetivo de analizar la comunicación como herramienta para una atención de calidad entre profesionales del sistema de salud y los pacientes de la Clínica Norte de la ciudad de Cúcuta. En relación a la metodología, se trata de un estudio cuantitativo descriptivo.
En efecto, los resultados del diagnóstico reflejan deficiencias en algunos factores que obstaculizan la calidad de la comunicación del equipo de salud y los pacientes como las deficiencias en la cortesía, la educación de los pacientes sobre sus derechos y deberes, deficiencias en la comunicación con la familia, la clasificación de los pacientes por sexo, los valores, la edad, la dedicación de tiempo del personal de salud en función de la gravedad de la patología del paciente y una escasa comprensión del paciente. Todo lo cual permitió llegar a concluir con una propuesta de lineamientos para la comunicación como herramienta para una atención de calidad, haciéndose indispensable crear diferentes estrategias de comunicación que faciliten no solo el trabajo del equipo de salud, sino también la creación de un ambiente de confianza y confort en el paciente que recibe la atención. Las conclusiones presentadas dejan reflexiones que permiten analizar algunas ideas que podrían ser tomadas en consideración para futuras investigaciones y también para mejorar la calidad de la comunicación, siendo fundamental, para elevar el nivel compromiso del personal asistencial en generar ideas para incorporar a la familia de los pacientes, a programas donde estos puedan interactuar con sus familiares y su personal de salud. Al respecto se piensa que es necesario que las autoridades de elaboren programas para incrementar el presupuesto destinado a las actividades de capacitación de los profesionales de la salud en el tema de comunicación, logrando finalmente alcanzar los más altos niveles de calidad dentro de la atención brindada.
Finalmente, dentro del proceso de transformaciones que se vive en la sociedad actual, es conveniente, en el área de la salud, crear herramientas como las mencionadas, que estimulen la participación y promuevan el intercambio de comunicación entre los profesionales prestadores de salud y los pacientes, acciones orientadas al mejoramiento de la calidad de la atención de los enfermos. De acuerdo a esto, esta propuesta de lineamientos mencionada, tiene su justificación, tanto en las diversas normas jurídicas como en los fundamentos teóricos ya explicados en sus respectivas secciones. Se puede decir que la elaboración de esta propuesta llevó a los investigadores por distintos caminos de búsqueda para, finalmente, dejar conformada, una propuesta sencilla y de fácil aplicación con seis lineamientos para la discusión y análisis: comunicación oral, comunicación escrita, funciones de la comunicación del personal de la salud, el modelo de atención centrado en el paciente, el trabajo colaborativo y satisfacción del usuario. Se podría pensar en los lineamientos aquí propuestos con talleres vivenciales, participativos que permitan una integración de las diferentes partes interesadas mejorando finalmente la atención brindada.
Communication is a fundamental element in the health area, particularly in the relationship of health care personnel with each other and with patients. In this context, the present study is based on the objective of analyzing communication as a tool for quality care between health system professionals and patients at Clínica Norte in the city of Cúcuta. In relation to the methodology, this is a descriptive quantitative study. Indeed, the results of the diagnosis reflect deficiencies in some factors that hinder the quality of communication between the health team and patients, such as deficiencies in courtesy, education of patients about their rights and duties, deficiencies in communication with the family, classification of patients by sex, values, age, dedication of time of health personnel according to the severity of the patient's pathology and a poor understanding of the patient. All of which allowed concluding with a proposal of guidelines for communication as a tool for quality care, making it essential to create different communication strategies that facilitate not only the work of the health team, but also the creation of an environment of trust and comfort in the patient receiving care. The conclusions presented leave reflections that allow us to analyze some ideas that could be taken into consideration for future research and also to improve the quality of communication, being fundamental to raise the level of commitment of the health care personnel in generating ideas to incorporate the patients' families in programs where they can interact with their families and health care personnel. In this regard, it is thought that it is necessary for the authorities to develop programs to increase the budget allocated to training activities for health professionals in the area of communication, in order to achieve the highest levels of quality in the care provided. Finally, within the process of transformations in today's society, it is convenient, in the health area, to create tools such as those mentioned above, which stimulate participation and promote the exchange of communication between health professionals and patients, actions aimed at improving the quality of patient care. Accordingly, this proposal for guidelines has its justification, both in the various legal norms and in the theoretical foundations already explained in their respective sections. It can be said that the elaboration of this proposal led the researchers through different search paths to finally leave a simple and easy to apply proposal with six guidelines for discussion and analysis: oral communication, written communication, communication functions of health personnel, the patient-centered care model, collaborative work and user satisfaction. The guidelines proposed here could be followed by experiential, participatory workshops that allow for the integration of the different stakeholders, ultimately improving the care provided.
Communication is a fundamental element in the health area, particularly in the relationship of health care personnel with each other and with patients. In this context, the present study is based on the objective of analyzing communication as a tool for quality care between health system professionals and patients at Clínica Norte in the city of Cúcuta. In relation to the methodology, this is a descriptive quantitative study. Indeed, the results of the diagnosis reflect deficiencies in some factors that hinder the quality of communication between the health team and patients, such as deficiencies in courtesy, education of patients about their rights and duties, deficiencies in communication with the family, classification of patients by sex, values, age, dedication of time of health personnel according to the severity of the patient's pathology and a poor understanding of the patient. All of which allowed concluding with a proposal of guidelines for communication as a tool for quality care, making it essential to create different communication strategies that facilitate not only the work of the health team, but also the creation of an environment of trust and comfort in the patient receiving care. The conclusions presented leave reflections that allow us to analyze some ideas that could be taken into consideration for future research and also to improve the quality of communication, being fundamental to raise the level of commitment of the health care personnel in generating ideas to incorporate the patients' families in programs where they can interact with their families and health care personnel. In this regard, it is thought that it is necessary for the authorities to develop programs to increase the budget allocated to training activities for health professionals in the area of communication, in order to achieve the highest levels of quality in the care provided. Finally, within the process of transformations in today's society, it is convenient, in the health area, to create tools such as those mentioned above, which stimulate participation and promote the exchange of communication between health professionals and patients, actions aimed at improving the quality of patient care. Accordingly, this proposal for guidelines has its justification, both in the various legal norms and in the theoretical foundations already explained in their respective sections. It can be said that the elaboration of this proposal led the researchers through different search paths to finally leave a simple and easy to apply proposal with six guidelines for discussion and analysis: oral communication, written communication, communication functions of health personnel, the patient-centered care model, collaborative work and user satisfaction. The guidelines proposed here could be followed by experiential, participatory workshops that allow for the integration of the different stakeholders, ultimately improving the care provided.
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Palabras clave
La comunicación, Atención de calidad, Profesionales del sistema de salud, Los pacientes, Communication, Quality care, Health system professionals, Patients