Percepción del cliente externo respecto a la cultura de humanización en el servicio de urgencias pediátricas: un estudio comparativo entre la ESE Hospital Jorge Cristo Sahium y la corporación Hospital Infantil Concejo de Medellín
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Fecha
2021
Autores
Carrero Nuñez, Marisol
Blanco Cáceres, Cesar Augusto
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
En el escenario de la salud es necesario abordar el tema de la humanización, puesto que en Colombia existen brechas en los servicios que no permiten una percepción adecuada frente a una atención humanizada, por lo cual se deben hacer esfuerzos importantes centrados en la persona, familia y comunidad para generar una alta calidad. Por ende, en el transcurso de la investigación, se dará respuesta a los siguientes interrogantes:
¿Cuál es la percepción de cliente externo respecto a la cultura de humanización en el servicio de urgencias pediátricas: un estudio comparativo entre la ESE Hospital Jorge Cristo Sahium y la Corporación Hospital infantil concejo de Medellín?
• ¿Cómo percibe el cliente externo la cultura de humanización presente en el proceso del servicio de urgencias prestado en las instituciones contexto de estudio?
• ¿Cuál es el nivel de asociación entre los lineamientos institucionales que favorezcan la cultura de humanización del servicio de urgencias, prestado en ambas instituciones?
• ¿Cómo se puede lograr el fortalecimiento de la cultura de humanización en la atención del servicio de urgencias?
Por lo cual, este estudio comparativo nos permitió conocer la percepción del cliente externo con relación a la atención basada en una cultura de humanización recibida en las instituciones contexto de estudio, a través de la aplicación de dos instrumentos para la recolección de datos (Encuesta – Entrevista semiestructurada), Principalmente si se tiene en cuenta que se está abarcando poblaciones con diferentes arraigos culturales, necesidades, estratos sociales y acceso a los servicios, a pesar de estar en el mismo territorio nacional. En el desarrollo del proyecto de investigación, la humanización en el servicio de urgencias pediátricas, cobra mayor importancia, ya que se aborda a un grupo poblacional de especial protección, niñas, niños y adolescentes, quienes por su corta edad están en estado de indefensión y dependencia de sus familias o cuidadores y personal de salud, es por ello que la humanización es el eje central para garantizar la atención integral al usuario y su familia, en el marco de los lineamientos normativos articulados con los principios y los valores humanos.
La percepción del cliente externo en este estudio comparativo, teniendo en cuenta la asociación de los lineamientos normativos que favorecen la cultura de humanización en las instituciones, aportó información útil para el desarrollo del proyecto investigativo, evidenciándose que el usuario percibe una atención recibida basada en trato digno, respetuoso, cordialidad e inclusivo, lo cual genera seguridad y satisfacción.
En la presente investigación se hace un acercamiento sobre la cultura, la humanización, la prestación de servicios de salud, lineamientos normativos, estimulando la adherencia a la cultura de humanización, mostrando sus características y beneficios, así como bases conceptuales. Finalmente se presentan resultados de las metodologías utilizadas donde el impacto de la cultura de humanización percibida por los usuarios y sus familiares en los servicios de urgencias pediátricas en las instituciones contexto de estudio es positivo, resaltando que a nivel institucional existe compromiso por generar un cambio en la cultura de humanización, transformándose y adaptándose a las necesidades de sus usuarios
In this health scenario is necesary to tackle the topic of humanization, because in Colombia exists gaps in the services that don’t allow an appropriate perception in front of an humanizated attention, therefore efforts must be made focused on the person, family and community to generate a high quality. Therefore, in the course of the investigation answers will be gave to the following questions: What perception of the external client regarding the culture of humanization in the pediatric emergency service: ¿A comparative study between the ESE hospital Jorge Cristo Sahium and the Corporation Hospital Children’s Council of Medellin? • How the external client perceive the culture of humanization present in the emergency cervice process provided in the institutions study context? • Which is the level of association between the institutional lineament that favor the culture of humanization of the emergency service provided in both institutions? • How we can achieve the strengthening of the culture of the humanization in the emergency service attention? So this comparative studio allowed us to know the perception of the external client in connection with the attention based in a culture of humanization received in the institutions study context, through the application of two instruments for the data collection (Survey – semi-structured interview), principally if we take into account that we are including popupations with different cultural ties, needs, social classes, and access to the services, despite of being in the same national territory. In the development of the research project, the humanization in the pediatric emergency service, is more important because it tackles a population group of special protection, girls, boys and teenagers, who due to their young age are in a state of defenselessness and dependence on their families or carers and health personnel, that´s why the humanization is the main point to guarantee the integral attention to the user and their family, in the framework of the normative lineaments articulated with the human principles and values. The perception of the external client in this comparative study, taking into account the asociation of the normative lineaments that favor the culture of humanization in the institutions, contributed useful information for the development of the investigative project, evidencing that the user percibes an attention received based in dignified treat, respectful, cordiality and inclusion, therefore generates security and satisfaction In the present investigation project an approaching to the culture is made, the humanization, the health service benefits, normative lineaments, encouraging the adherence to the culture of humanization, showing its characteristics and benefits, just like the conceptual bases. Finally results are presented of the methodologies used where the impact of the culture of humanization perceived by the users and their families in the pediatric emergency service in the institutions study context is positive, remarking that in an institutional level exists a commitment for generate a change in the culture of humanization, becoming and adapting to the needs of its users.
In this health scenario is necesary to tackle the topic of humanization, because in Colombia exists gaps in the services that don’t allow an appropriate perception in front of an humanizated attention, therefore efforts must be made focused on the person, family and community to generate a high quality. Therefore, in the course of the investigation answers will be gave to the following questions: What perception of the external client regarding the culture of humanization in the pediatric emergency service: ¿A comparative study between the ESE hospital Jorge Cristo Sahium and the Corporation Hospital Children’s Council of Medellin? • How the external client perceive the culture of humanization present in the emergency cervice process provided in the institutions study context? • Which is the level of association between the institutional lineament that favor the culture of humanization of the emergency service provided in both institutions? • How we can achieve the strengthening of the culture of the humanization in the emergency service attention? So this comparative studio allowed us to know the perception of the external client in connection with the attention based in a culture of humanization received in the institutions study context, through the application of two instruments for the data collection (Survey – semi-structured interview), principally if we take into account that we are including popupations with different cultural ties, needs, social classes, and access to the services, despite of being in the same national territory. In the development of the research project, the humanization in the pediatric emergency service, is more important because it tackles a population group of special protection, girls, boys and teenagers, who due to their young age are in a state of defenselessness and dependence on their families or carers and health personnel, that´s why the humanization is the main point to guarantee the integral attention to the user and their family, in the framework of the normative lineaments articulated with the human principles and values. The perception of the external client in this comparative study, taking into account the asociation of the normative lineaments that favor the culture of humanization in the institutions, contributed useful information for the development of the investigative project, evidencing that the user percibes an attention received based in dignified treat, respectful, cordiality and inclusion, therefore generates security and satisfaction In the present investigation project an approaching to the culture is made, the humanization, the health service benefits, normative lineaments, encouraging the adherence to the culture of humanization, showing its characteristics and benefits, just like the conceptual bases. Finally results are presented of the methodologies used where the impact of the culture of humanization perceived by the users and their families in the pediatric emergency service in the institutions study context is positive, remarking that in an institutional level exists a commitment for generate a change in the culture of humanization, becoming and adapting to the needs of its users.
Descripción
Palabras clave
Cultura, Humanización, Percepción, Calidad, Empatía, Culture, humanization, Perception, Quality, Empathy
