Enfoque para la humanización de los servicios de atención en urgencias la Merced de la ciudad de Cúcuta desde los metaparadigmas de las relaciones interpersonales
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Fecha
2021
Autores
Torres Santafé, Yandry Maylé
Suárez Sánchez, Dania Lorena
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Editor
Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
Antecedentes:
A continuación, se presentan algunos trabajos considerados relevantes en el marco general del presente trabajo grado, dado que generan aportes de carácter teórico, metodológico, práctico y contextual, para la comprensión del objeto de estudio. Se tomaron en cuenta trabajos en el contexto internacional : de la Fuente-Martos et al. (2018) reportan los resultados de la implementación de un proyecto de humanización en la Unidad de Cuidados Intensivos (UCI) del Hospital Infanta Margarita (Córdoba, España), denominado Proyecto UCI Hospital Infanta Margarita y Estudio de los efectos del enfoque teórico de aprendizaje activo de las relaciones interpersonales en la mejora de las habilidades interpersonales de los jefes de enfermería (Suhariyanto, Hariyati y Ungsianik, 2018), regional : y nacional, los cuales refieren a la humanización en salud, y a la investigación y desarrollo de nuevos enfoques útiles para el mejoramiento de la calidad de servicio de carácter general, y propias del sector en estudio como los cuales fueron : Determinación de la relación existente entre cuidado humanizado y relaciones interpersonales del profesional de enfermería (Sánchez, 2019) , Determinación la efectividad de la formación experiencial versus la humanística, en términos de mejora de la capacidad empática (Bas-Sarmiento et al., 2020) y Revisión sistemática acerca del estado de la atención humanizada (Correa y Chavarro, 2021).
Objetivos:
Objetivo General
Formular un enfoque para la humanización de los servicios de atención en Urgencias la Merced de la ciudad de Cúcuta desde los metaparadigmas de las relaciones interpersonales.
Objetivos Específicos
1. Conocer el estado actual de la gestión de los elementos de calidad, desde los roles relacionados directamente con el proceso de atención en Urgencias la Merced de la ciudad de Cúcuta.
2. Identificar los factores determinantes de las relaciones interpersonales en el proceso de atención en Urgencias la Merced de la ciudad de Cúcuta.
3. Determinar el componente de humanización en la calidad del servicio relativo a las relaciones interpersonales en la atención en salud en urgencias la merced de la ciudad de Cúcuta.
4. Plantear un enfoque gerencial para fortalecer el componente de humanización desde las relaciones interpersonales.
Materiales y Métodos:
La fase diagnóstica comienza por la profundización en el concomimiento acerca del estado actual de la gestión de los elementos de calidad, desde los roles relacionados directamente con el proceso de atención en una institución médica en Colombia. Se considera el análisis de contenido de información cualitativa para conocer el estado de gestión de los elementos de calidad. Tal análisis comienza por la asignación de códigos a la información obtenida de entrevistas realizadas a parte del personal de la organización contexto de estudio. Los códigos son procesados con la finalidad generar un esquema semántico útil para describir el estado de la gestión de los elementos de calidad. Por otro lado, Un instrumento de recolección de información en línea, se diseña y distribuye electrónicamente al personal de la institución. El instrumento es diseñado sobre la base de la Teoría de Orientación Fundamental en las Relaciones Interpersonales y los metaparadigmas de las relaciones interpersonales. El instrumento considera a los factores que definen las relaciones interpersonales entre los miembros del personal como variable independiente, la cual es expresada con ayuda de tres dimensiones, a saber, factores relacionados con la inclusión; factores relacionados con la influencia y el control; y factores relacionados con el afecto. Un estudio piloto del instrumento revela la validez y confiabilidad del mismo para valora las relaciones interpersonales en el personal del servicio en salud.
Resultados:
El instrumento diseñado corresponde con un cuestionario de 69 items, y muestra unidimensionalidad superior al 45% de acuerdo con un análisis de componente principal, adicionalmente, presenta una confiabilidad de Alpha de Cronbach superior a 0,88 y de coeficiente de Spearman-Brown superior a 0,79. El instrumento desarrollado puede ser tratado como una herramienta válida para valorar adecuadamente el estado de los factores que definen las relaciones interpersonales en los servicios de atención en salud. Los hallazgos de la etapa diagnóstica son interpretados para determinar el componente de humanización en la calidad del servicio relativo a las relaciones interpersonales en la atención en salud. Finalmente, se plantea con apoyo de un proceso de creación heurística un enfoque gerencial que puede ser implementado en la organización para fortalecer el componente de humanización desde las relaciones interpersonales y en consecución mejorar la calidad del servicio en salud.
Conclusiones:
El trabajo de grado desarrollado considera un proceso de diagnóstico que comienza por el requerimiento de conocer el estado actual de la gestión de los elementos de calidad, desde los roles relacionados directamente con el proceso de atención en Urgencias la Merced de la ciudad de San José de Cúcuta, evidenciándose debilidades sistémicas asociadas a la inexistencia de lineamientos emanados por parte del Estado colombiano para el desarrollo del Plan Nacional de Mejoramiento de la Calidad en Salud.
Background: Some works considered relevant in the general framework of the present research are presented below, as they provide theoretical, methodological, practical and contextual contributions to the understanding of the study object. Reseaches in the international context were taken into account: de la Fuente-Martos et al. (2018) report the results of a humanization project implementation in the Intensive Care Unit (ICU) of the Hospital Infanta Margarita (Córdoba, Spain), referred as Proyecto UCI Hospital Infanta Margarita. The study of the effects of active learning theoretical approach of interpersonal relationships on the improvement of interpersonal skills of nursing managers (Suhariyanto, Hariyati, & Ungsianik, 2018) is also considered as a contribution in regional context. And finally, in the national context, the determination of the existing relationship between humanized care and interpersonal relationships of the nursing professional (Sanchez, 2019); the determination the effectiveness of experiential versus humanistic training, in terms of improving empathic capacity (Bas-Sarmiento et al., 2020); and the systematic review about the state of humanized care (Correa and Chavarro, 2021). Objectives: General Objective. To formulate an approach for the humanization of care services in La Merced Emergency Department in the city of Cúcuta from the metaparadigms of interpersonal relationships. Specific Objectives 1. To know the current status of the management of the quality elements, from the roles directly related to the process of care in the Urgencias la Merced of the city of Cúcuta. 2. To identify the determining factors of interpersonal relationships in the process of care in the Urgencias la Merced of the city of Cúcuta. 3. To determine the humanization component in the quality of service related to interpersonal relationships in health care in the Urgencias la Merced in the city of Cúcuta. 4. To propose a management approach to strengthen the humanization component from interpersonal relationships. Materials and Methods: The diagnostic phase begins by deepening the knowledge about the current state of the management of quality elements, from the roles directly related to the care process in a medical institution in Colombia. The content analysis of qualitative information is considered in order to know the state of management of quality elements. This analysis begins by assigning codes to the information obtained from interviews with some of the personnel of the organization under study. The codes are processed in order to generate a semantic scheme useful for describing the status of the management of quality elements. On the other hand, an online information collection instrument is designed and distributed electronically to the institution's personnel. The instrument is designed on the basis of the Theory of Fundamental Orientation in Interpersonal Relationships and the metaparadigms of interpersonal relationships. The instrument considers the factors that define interpersonal relationships among staff members as an independent variable, which is expressed with the help of three dimensions, namely, factors related to inclusion; factors related to influence and control; and factors related to affect. A pilot study of the instrument reveals its validity and reliability in assessing interpersonal relationships among health service personnel. Results: The designed instrument corresponds with a questionnaire of 69 items, and shows unidimensionality higher than 45% according to a principal component analysis, additionally, it presents a reliability of Cronbach's Alpha higher than 0.88 and Spearman-Brown coefficient higher than 0.79. The instrument developed can be treated as a valid tool to adequately assess the state of the factors that define interpersonal relationships in health care services. The findings of the diagnostic stage are interpreted to determine the humanization component in the quality of service related to interpersonal relationships in health care. Finally, with the support of a heuristic creation process, a managerial approach is proposed that can be implemented in the organization to strengthen the humanization component from interpersonal relationships and consequently improve the quality of health care services. Conclusions: The research developed considers a diagnostic process that begins with the requirement to know the current state of the management of the elements of quality, from the roles directly related to the process of care in Urgencias la Merced in the city of San José de Cúcuta, evidencing systemic weaknesses associated with the non-existence of guidelines issued by the Colombian State for the development of the National Plan for the Improvement of Quality in Health
Background: Some works considered relevant in the general framework of the present research are presented below, as they provide theoretical, methodological, practical and contextual contributions to the understanding of the study object. Reseaches in the international context were taken into account: de la Fuente-Martos et al. (2018) report the results of a humanization project implementation in the Intensive Care Unit (ICU) of the Hospital Infanta Margarita (Córdoba, Spain), referred as Proyecto UCI Hospital Infanta Margarita. The study of the effects of active learning theoretical approach of interpersonal relationships on the improvement of interpersonal skills of nursing managers (Suhariyanto, Hariyati, & Ungsianik, 2018) is also considered as a contribution in regional context. And finally, in the national context, the determination of the existing relationship between humanized care and interpersonal relationships of the nursing professional (Sanchez, 2019); the determination the effectiveness of experiential versus humanistic training, in terms of improving empathic capacity (Bas-Sarmiento et al., 2020); and the systematic review about the state of humanized care (Correa and Chavarro, 2021). Objectives: General Objective. To formulate an approach for the humanization of care services in La Merced Emergency Department in the city of Cúcuta from the metaparadigms of interpersonal relationships. Specific Objectives 1. To know the current status of the management of the quality elements, from the roles directly related to the process of care in the Urgencias la Merced of the city of Cúcuta. 2. To identify the determining factors of interpersonal relationships in the process of care in the Urgencias la Merced of the city of Cúcuta. 3. To determine the humanization component in the quality of service related to interpersonal relationships in health care in the Urgencias la Merced in the city of Cúcuta. 4. To propose a management approach to strengthen the humanization component from interpersonal relationships. Materials and Methods: The diagnostic phase begins by deepening the knowledge about the current state of the management of quality elements, from the roles directly related to the care process in a medical institution in Colombia. The content analysis of qualitative information is considered in order to know the state of management of quality elements. This analysis begins by assigning codes to the information obtained from interviews with some of the personnel of the organization under study. The codes are processed in order to generate a semantic scheme useful for describing the status of the management of quality elements. On the other hand, an online information collection instrument is designed and distributed electronically to the institution's personnel. The instrument is designed on the basis of the Theory of Fundamental Orientation in Interpersonal Relationships and the metaparadigms of interpersonal relationships. The instrument considers the factors that define interpersonal relationships among staff members as an independent variable, which is expressed with the help of three dimensions, namely, factors related to inclusion; factors related to influence and control; and factors related to affect. A pilot study of the instrument reveals its validity and reliability in assessing interpersonal relationships among health service personnel. Results: The designed instrument corresponds with a questionnaire of 69 items, and shows unidimensionality higher than 45% according to a principal component analysis, additionally, it presents a reliability of Cronbach's Alpha higher than 0.88 and Spearman-Brown coefficient higher than 0.79. The instrument developed can be treated as a valid tool to adequately assess the state of the factors that define interpersonal relationships in health care services. The findings of the diagnostic stage are interpreted to determine the humanization component in the quality of service related to interpersonal relationships in health care. Finally, with the support of a heuristic creation process, a managerial approach is proposed that can be implemented in the organization to strengthen the humanization component from interpersonal relationships and consequently improve the quality of health care services. Conclusions: The research developed considers a diagnostic process that begins with the requirement to know the current state of the management of the elements of quality, from the roles directly related to the process of care in Urgencias la Merced in the city of San José de Cúcuta, evidencing systemic weaknesses associated with the non-existence of guidelines issued by the Colombian State for the development of the National Plan for the Improvement of Quality in Health
Descripción
Palabras clave
Calidad, Atención en salud, Relaciones interpersonales, Humanización, Enfoque gerencial, Quality, Health care, Interpersonal relationships, Humanization, Management approach
