Alternativas de mejora de los servicios de atención de enfermería humanizada en la Clínica Norte S.A de la ciudad de Cúcuta - Departamento Norte de Santander
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Fecha
2023
Autores
Reyes Navarro, Kelly Johanna
Rojas González, Mauricio Hernando
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
En esta propuesta de investigación, se revisarán los antecedentes de investigación previos y se realizará un diagnóstico de la situación de atención humanizada por parte del cuerpo asistencial de enfermeros profesionales de la Clínica Norte S.A, ente de salud que se encuentra ubicada en el departamento de Norte de Santander en la ciudad de San José de Cúcuta, para identificar y analizar los aspectos del
proceso que pueden estar descuidados; y a través de la ejecución de técnicas de gestión de calidad se buscará plantear las alternativas u oportunidades de mejora en el marco de una propuesta centrada en reforzar los aspectos que humanizan este servicio, consecutivamente aumentar el rendimiento, mejorar la calidad del servicio en aspectos como la accesibilidad, inclusión social y salud, el desempeño del personal y sobre todo el agrado de los pacientes y sus familiares o acompañantes.
En la actualidad, la atención humanizada, es un componente esencial del servicio de calidad que prestan las IPS proveedoras de atención y todo su personal; en particular, la atención en enfermería humanizada para los pacientes y sus
acompañantes quienes sufren y temen la enfermedad o la muerte, que debe ser promovida y mantenerse en su aspecto humanizado en el más alto nivel de calidad.
No obstante, numerosas investigaciones previas realizadas a nivel nacional, que fueron analizadas por Meneses y col (2021), identificaron que la atención enfermera profesional se presta, pero se ha descuidado la parte humanizada del proceso, debido a diversos factores personales y laborales, como por ejemplo, las estrictas presiones para cumplir con las indicaciones médicas que pueden generar inseguridad, miedo y aprensión en el personal de enfermería, esto se traduce en distanciamiento en las relaciones interpersonales con sus pacientes, también poca libertad para expresar dudas, convirtiendo a los actores en seres pasivos, simples oyentes.
De acuerdo a lo planteado, tanto el personal de enfermería como los usuarios, tienen la necesidad de resolver las limitantes para el desarrollo del cuidado humanizado y se propone fortalecer esta área, en particular en el profesional de enfermería desde su formación, con capacitaciones para actualizar el perfil académico y para el desarrollo en la práctica de las habilidades de comunicación, en un ambiente de seguridad, respeto por las costumbres, creencias y sobre todo basados en los valores humanos.
El cuidado de enfermería está basada en principios establecidos que incluyen la beneficencia, no maleficencia, solidaridad, justicia, lealtad, todos ellos marcando la calidad del proceso bajo legislación tanto a nivel internacional como nacional; además se han establecido protocolos para la supervisión de los aspectos administrativos, financieros y demás recursos de los cuales disponen las instituciones proveedoras de salud en el país para el ejecución de esta actividad por parte del personal de enfermería de cada institución. Sin embargo, en la actualidad la atención en enfermería humanizada puede verse limitada por varios aspectos, como la preparación académica del personal auxiliar como profesional,, comprometida con la actuación humanizada cuando presta sus servicios, disponibilidad financiera de la institución que influye sobre aspectos como la contratación de personal adicional para cubrir las altas demandas del servicio y alivianar la sobrecarga laboral; y los compromisos con procesos administrativos que también son obligación de las labores de enfermería , entre otros factores que tienen que ver con infraestructura y recursos tecnológicos.
Como consecuencia de la suma de los factores mencionados, en la apreciación y experiencia del personal de la IPS proveedora de salud de la ciudad de Cúcuta, departamento de Norte de Santander, el cuidado enfermero puede observarse descuidado en cuanto a la atención humanizada que debe darse tanto al paciente como a sus familiares o acompañantes. Por ejemplo, se ha observado en ocasiones que parte del personal maneja un trato mínimo o parco, sin saludos cordiales para con los pacientes y familiares, puede haber uso excesivo de lenguaje técnico lo que genera desconfianza y distanciamiento con el paciente y su estado de salud, en
síntesis, una despersonalización de la actuación del cuidado enfermero, contraviniendo los principios de solidaridad, socialización y ética propios de la atención humanizada que deben regir esta actuación, como ya se ha mencionado.
Por lo mencionado, el cuidado enfermería humanizado debe ser sometido a una gestión de calidad del proceso para evaluar los factores que están influyendo y analizar cuáles serían las alternativas de mejoramiento, desde el enfoque de la formación y educación, que ayuden a fortalecer este proceso y mejorar la esta situación planteada.
In this research proposal, the previous research history will be reviewed and a diagnosis of the situation of humanized care will be made by the professional nurses of Clinical Norte S.A, a health entity that is located in the department of Norte de Santander in the city of San José de Cucuta, to identify and analyze aspects of the process that may be neglected; and through the execution of quality management techniques, the alternatives or opportunities for improvement will be sought within the framework of a proposal focused on reinforcing the aspects that humanize this service, consecutively increasing performance, improving the quality of the service in aspects such as accessibility, social inclusion and health, the performance of the staff and, above all, the satisfaction of the patients and their families or companions. At present, humanized care is an essential component of the quality service provided by the IPS providers of care and all their staff; in particular, humanized nursing care for patients and their companions who suffer and fear illness or death, who must be promoted and stabilized in their humanized aspect at the highest level of quality. However, numerous previous investigations carried out at the national level, which were analyzed by Meneses et al (2021), identified that professional nursing care is provided, but the humanized part of the process has been neglected, due to various personal and work factors, such as For example, the strict pressures to comply with the medical instructions that can generate insecurity, fear and apprehension in the nursing staff, this translates into distancing in interpersonal relationships with their patients, as well as little freedom to express doubts, making the actors in passive beings, simple listeners. According to what has been stated, both the nursing staff and the users have the need to solve the limitations for the development of humanized care and it is proposed to strengthen this area, particularly in the nursing professional from their training, with training to update the academic profile and for the practical development of communication skills, in a safe environment, respect for customs, beliefs and above all based on human values. Nursing care is based on established principles that include beneficence, non-maleficence, solidarity, justice, loyalty, all of them marking the quality of the process under legislation both internationally and nationally; In addition, protocols have been established for the supervision of the administrative, financial aspects and other resources available to the health provider institutions in the country for the execution of this activity by the nursing staff of each institution. However, currently humanized nursing care can be limited by several aspects, such as the academic preparation of auxiliary personnel as professionals, commitment to humanized action when providing their services, financial availability of the institution that influences aspects such as the Hiring additional staff to meet the high demands of the service and alleviate the work overload; and the commitments with administrative processes that are also an obligation of nursing work, among other factors that have to do with infrastructure and technological resources. As a consequence of the sum of the factors mentioned, in the appreciation and experience of the staff of the health provider IPS of the city of Cucuta, department of Norte de Santander, nursing care can be observed neglected in terms of the humanized care that must be given both the patient and their relatives or companions. For example, it has been observed on occasions that part of the staff handles a minimal or sparse treatment, without cordial greetings to patients and family members, there may be an excessive use of technical language, which generates distrust and distancing with the patient and their state of health, in short, a depersonalization of nursing care performance, contravening the principles of solidarity, socialization, and ethics of humanized care that should govern this performance, as already mentioned. Due to the aforementioned, humanized nursing care must be submitted to a quality management of the process to evaluate the factors that are influencing and analyze what would be the alternatives for improvement, from the perspective of training and education, that help to strengthen this process and improve this situation.
In this research proposal, the previous research history will be reviewed and a diagnosis of the situation of humanized care will be made by the professional nurses of Clinical Norte S.A, a health entity that is located in the department of Norte de Santander in the city of San José de Cucuta, to identify and analyze aspects of the process that may be neglected; and through the execution of quality management techniques, the alternatives or opportunities for improvement will be sought within the framework of a proposal focused on reinforcing the aspects that humanize this service, consecutively increasing performance, improving the quality of the service in aspects such as accessibility, social inclusion and health, the performance of the staff and, above all, the satisfaction of the patients and their families or companions. At present, humanized care is an essential component of the quality service provided by the IPS providers of care and all their staff; in particular, humanized nursing care for patients and their companions who suffer and fear illness or death, who must be promoted and stabilized in their humanized aspect at the highest level of quality. However, numerous previous investigations carried out at the national level, which were analyzed by Meneses et al (2021), identified that professional nursing care is provided, but the humanized part of the process has been neglected, due to various personal and work factors, such as For example, the strict pressures to comply with the medical instructions that can generate insecurity, fear and apprehension in the nursing staff, this translates into distancing in interpersonal relationships with their patients, as well as little freedom to express doubts, making the actors in passive beings, simple listeners. According to what has been stated, both the nursing staff and the users have the need to solve the limitations for the development of humanized care and it is proposed to strengthen this area, particularly in the nursing professional from their training, with training to update the academic profile and for the practical development of communication skills, in a safe environment, respect for customs, beliefs and above all based on human values. Nursing care is based on established principles that include beneficence, non-maleficence, solidarity, justice, loyalty, all of them marking the quality of the process under legislation both internationally and nationally; In addition, protocols have been established for the supervision of the administrative, financial aspects and other resources available to the health provider institutions in the country for the execution of this activity by the nursing staff of each institution. However, currently humanized nursing care can be limited by several aspects, such as the academic preparation of auxiliary personnel as professionals, commitment to humanized action when providing their services, financial availability of the institution that influences aspects such as the Hiring additional staff to meet the high demands of the service and alleviate the work overload; and the commitments with administrative processes that are also an obligation of nursing work, among other factors that have to do with infrastructure and technological resources. As a consequence of the sum of the factors mentioned, in the appreciation and experience of the staff of the health provider IPS of the city of Cucuta, department of Norte de Santander, nursing care can be observed neglected in terms of the humanized care that must be given both the patient and their relatives or companions. For example, it has been observed on occasions that part of the staff handles a minimal or sparse treatment, without cordial greetings to patients and family members, there may be an excessive use of technical language, which generates distrust and distancing with the patient and their state of health, in short, a depersonalization of nursing care performance, contravening the principles of solidarity, socialization, and ethics of humanized care that should govern this performance, as already mentioned. Due to the aforementioned, humanized nursing care must be submitted to a quality management of the process to evaluate the factors that are influencing and analyze what would be the alternatives for improvement, from the perspective of training and education, that help to strengthen this process and improve this situation.
Descripción
Palabras clave
Humanización, Calidad, Enfermería, Productividad, Humanization, Quality, Nursing, Productivity
