Nivel de satisfacción de familiares en el área de urgencias de primera infancia de una clínica de Riohacha- La Guajira, 2022-2
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Fecha
2024
Autores
Gómez Martínez, Violka Yurisa
Potes Flórez, Jeimy Raquel
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El proyecto de investigación tiene como objetivo evaluar el nivel de satisfacción de los familiares de niños que asistieron al área de urgencias de primera infancia de una clínica en Riohacha, La Guajira, durante el periodo 2022-2. La atención médica en urgencias para la población infantil es de gran importancia; la percepción de los familiares sobre la calidad de los servicios prestados puede tener un impacto significativo en la confianza y fidelidad hacia la institución. Para alcanzar los objetivos del estudio, se realizará una investigación descriptiva con enfoque cuantitativo. Se aplicará una encuesta estructurada a una muestra representativa de familiares que han acudido a la clínica con niños de 0 a 5 años durante el periodo de estudio. La encuesta abordará aspectos como la calidad del trato recibido, el
tiempo de espera, la información proporcionada por el personal médico, la disponibilidad de recursos y la percepción general de la experiencia en el área de urgencias. Los resultados de la investigación permitirán identificar las fortalezas y debilidades del servicio en relación con la satisfacción de los familiares. Además, se analizarán posibles diferencias en la percepción de la calidad de la atención entre distintos grupos demográficos y situaciones clínicas. Esto proporcionará una base para el diseño de estrategias de mejora y la implementación de acciones correctivas para elevar el nivel de satisfacción de los usuarios. La relevancia de esta investigación radica en la importancia de garantizar una atención óptima y humanizada en el área de urgencias para los niños y sus familias, especialmente en un contexto de primera infancia, donde la vulnerabilidad y la sensibilidad son elevadas. Los resultados servirán para que la clínica y sus profesionales de la salud tomen decisiones fundamentadas en la mejora continua de la calidad asistencial y la satisfacción del usuario. Se espera que los hallazgos de este estudio contribuyan a fortalecer la gestión del área de urgencias de primera infancia en la clínica, y también puedan ser útiles para otras instituciones de salud que busquen mejorar la experiencia de atención en situaciones de emergencia pediátrica. Asimismo, se resalta la relevancia de la retroalimentación constante por parte de los familiares como herramienta para asegurar una atención adecuada y empática, fomentando así una cultura de mejora continua en el ámbito hospitalario.
The research project, titled "Level of Satisfaction of Families in the Emergency Area for Early Childhood at a Clinic in Riohacha- La Guajira 2022-2," was conducted by Violka Julissa Gómez Martínez and Jeimy Raquel Potes Flórez, under the guidance of tutor Raul Polo Gallardo. The study aims to evaluate the satisfaction level of families of children treated in the early childhood emergency area of a clinic in Riohacha, La Guajira, during the 2022-2 period. This study is significant in assessing the perception of service quality by the families, which can significantly impact their trust and loyalty towards the institution. The research adopts a quantitative and descriptive method, focusing on establishing causal relationships between variables to generalize the findings. A structured survey was applied to a representative sample of families with children aged 0-5 years treated during the study period. Results indicate a mixed evaluation of satisfaction in four dimensions: medical treatment, nursing care, comfort, and cleanliness. While there are positive aspects in medical and nursing care, with a significant proportion of respondents expressing satisfaction, there are challenges in comfort and cleanliness of the facilities and clarity of information provided to families. The study concludes that although there are areas for improvement in hospital care, medical and nursing staff have achieved relatively positive satisfaction levels among the families. The findings underscore the need for optimal, humane care in pediatric emergencies, particularly in early childhood. They provide a solid foundation for designing improvement strategies and corrective actions to enhance user satisfaction. The importance of continuous feedback from families is highlighted as a tool to ensure adequate and empathetic care, thus promoting a culture of continuous improvement in the hospital setting. The research underscores the challenges in Colombia's healthcare system, where dissatisfaction with the national health system is at 80%, attributed to factors like health sector reforms, the approach of Health Providing Entities (EPS), and delays in procedures. The study's results are expected to strengthen emergency area management for early childhood at the clinic and serve as a reference for other health institutions seeking to improve pediatric emergency care experiences.
The research project, titled "Level of Satisfaction of Families in the Emergency Area for Early Childhood at a Clinic in Riohacha- La Guajira 2022-2," was conducted by Violka Julissa Gómez Martínez and Jeimy Raquel Potes Flórez, under the guidance of tutor Raul Polo Gallardo. The study aims to evaluate the satisfaction level of families of children treated in the early childhood emergency area of a clinic in Riohacha, La Guajira, during the 2022-2 period. This study is significant in assessing the perception of service quality by the families, which can significantly impact their trust and loyalty towards the institution. The research adopts a quantitative and descriptive method, focusing on establishing causal relationships between variables to generalize the findings. A structured survey was applied to a representative sample of families with children aged 0-5 years treated during the study period. Results indicate a mixed evaluation of satisfaction in four dimensions: medical treatment, nursing care, comfort, and cleanliness. While there are positive aspects in medical and nursing care, with a significant proportion of respondents expressing satisfaction, there are challenges in comfort and cleanliness of the facilities and clarity of information provided to families. The study concludes that although there are areas for improvement in hospital care, medical and nursing staff have achieved relatively positive satisfaction levels among the families. The findings underscore the need for optimal, humane care in pediatric emergencies, particularly in early childhood. They provide a solid foundation for designing improvement strategies and corrective actions to enhance user satisfaction. The importance of continuous feedback from families is highlighted as a tool to ensure adequate and empathetic care, thus promoting a culture of continuous improvement in the hospital setting. The research underscores the challenges in Colombia's healthcare system, where dissatisfaction with the national health system is at 80%, attributed to factors like health sector reforms, the approach of Health Providing Entities (EPS), and delays in procedures. The study's results are expected to strengthen emergency area management for early childhood at the clinic and serve as a reference for other health institutions seeking to improve pediatric emergency care experiences.
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Palabras clave
Calidad en la atención, Satisfacción, Percepción de la calidad, Oportunidad de mejora, Servicios de salud, Atención médica, Quality of care, Satisfaction, Perception of quality, Opportunity for improvement, Health care services, Medical
