Satisfacción de la atención de los usuarios en el servicio de hospitalización de una clínica privada de Barranquilla - 2023
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Fecha
2024
Autores
De La Hoz Pantoja, Yuranis Del Carmen
Lara Marriaga, Fátima
Nieto Pacheco, Esther
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
Introducción: La calidad de la atención en los servicios de salud para los pacientes hospitalizados se centra en un cuidado adecuado, eficiente y oportuno, ofrecido por personal competente y responsable, con una atención personalizada que incluye valores humanizados, trato especial y costos accesibles y adecuados a las necesidades del paciente.
Objetivo: Determinar el nivel de satisfacción de la atención de los usuarios en el servicio de hospitalización de una clínica privada de Barranquilla en el cuatrimestre del año 2023.
Metodología: Fue un estudio cuantitativo, descriptivo, transversal y retrospectivo. La población y la muestra fue de104 pacientes hospitalizados de una clínica privada de Barranquilla. Se aplicó el cuestionario que permitió medir la calidad de la atención y la satisfacción del usuario, conformado por los criterios de Excelente, Bueno, Regular y Malo.
Resultados: El 68% de los pacientes satisfechos fueron masculinos y el 32% femeninos,
por edad el 58% estuvo entre 20 a 39 años, el 21%, de 5 y 19 años con y los adultos mayores de 40 a 70 años con el 20%, en aspectos como la privacidad (87,5%), la limpieza (86%) y, en menor medida, la comodidad (64,4%) y la calidad de la alimentación (61,5%), el 100% de los pacientes encuestados manifestó sentirse identificados por el personal de enfermería durante su estancia, el 91% señaló que les explican adecuadamente el tratamiento, el 81% valoró el buen trato humano, respeto, amabilidad y comunicación asertiva, y el 77% destacó la información proporcionada sobre la administración de medicamentos atención del profesional en la satisfacción de los pacientes hospitalizados entre octubre y diciembre, donde la mayoría calificó el servicio como "Excelente", reflejan y la atención brindada por los médicos el 97,1% manifestó estar satisfecho con el trato dado por los especialistas, un 90,4% valoró positivamente la claridad con la que se les explicó su patología, un 82,7% destacó la humanización y la presentación del médico, mientras que el 80,8% apreció la calidad de la información proporcionada.
Introduction: The quality of care in health services for hospitalized patients focuses on adequate, efficient and timely care, offered by competent and responsible personnel, with personalized attention that includes humanized values, special treatment and accessible and appropriate costs. patient needs. Objective: To determine the level of satisfaction of user care in the hospitalization service of a private clinic in Barranquilla in the third quarter of 2023. Methodology: It was a quantitative, descriptive, cross-sectional and retrospective study. The population and sample were 104 hospitalized patients from a private clinic in Barranquilla. The questionnaire was applied to measure the quality of care and user satisfaction, made up of the criteria of Excellent, Good, Regular and Bad. Results: 68% of satisfied patients were male and 32% female, by age 58% were between 20 and 39 years, 21% were between 5 and 19 years, and older adults were between 40 and 70 years, 20%, in aspects such as privacy (87.5%), cleanliness (86%) and, to a lesser extent, comfort (64.4%) and food quality (61.5%), 100% of the patients surveyed said they felt identified by the nursing staff during their stay, 91% said that they adequately explained the treatment, 81% valued good human treatment, respect, kindness and assertive communication, and 77% highlighted the information provided on the administration of medications by the professional in the satisfaction of patients hospitalized between October and December, where the majority rated the service as "Excellent", reflecting the care provided by doctors 97.1% stated that they were satisfied with the treatment given by the specialists, 90.4% positively valued the clarity with which their pathology was explained to them, 82.7% highlighted the humanization and presentation of the doctor, while 80.8% appreciated the quality of the information provided.
Introduction: The quality of care in health services for hospitalized patients focuses on adequate, efficient and timely care, offered by competent and responsible personnel, with personalized attention that includes humanized values, special treatment and accessible and appropriate costs. patient needs. Objective: To determine the level of satisfaction of user care in the hospitalization service of a private clinic in Barranquilla in the third quarter of 2023. Methodology: It was a quantitative, descriptive, cross-sectional and retrospective study. The population and sample were 104 hospitalized patients from a private clinic in Barranquilla. The questionnaire was applied to measure the quality of care and user satisfaction, made up of the criteria of Excellent, Good, Regular and Bad. Results: 68% of satisfied patients were male and 32% female, by age 58% were between 20 and 39 years, 21% were between 5 and 19 years, and older adults were between 40 and 70 years, 20%, in aspects such as privacy (87.5%), cleanliness (86%) and, to a lesser extent, comfort (64.4%) and food quality (61.5%), 100% of the patients surveyed said they felt identified by the nursing staff during their stay, 91% said that they adequately explained the treatment, 81% valued good human treatment, respect, kindness and assertive communication, and 77% highlighted the information provided on the administration of medications by the professional in the satisfaction of patients hospitalized between October and December, where the majority rated the service as "Excellent", reflecting the care provided by doctors 97.1% stated that they were satisfied with the treatment given by the specialists, 90.4% positively valued the clarity with which their pathology was explained to them, 82.7% highlighted the humanization and presentation of the doctor, while 80.8% appreciated the quality of the information provided.
Descripción
Palabras clave
Atención en salud, Calidad en el servicio de salud, Atención oportuna, Eficacia en los tratamientos
