La comunicación asertiva como herramienta para la satisfacción en la atención a los pacientes que acuden al área de emergencia del Hospital IESS Ibarra
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Date
2024
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Publisher
PUCE - Ibarra
Abstract
La investigación sobre comunicación asertiva en el área de emergencia del Hospital IESS de Ibarra reveló la importancia del trato adecuado y oportuno a los pacientes. A pesar de esto, se encontraron deficiencias por parte del personal de salud en comunicación que afectan la satisfacción del paciente. El objetivo del estudio fue identificar la relación entre la comunicación asertiva del personal de salud y el nivel de satisfacción de los pacientes. Para llevar a cabo esta investigación se analizó la escucha activa, empatía, reciprocidad en la comunicación, confianza, expresión de opiniones y recomendaciones, claridad en la expresión de síntomas y preocupaciones. Al abordar estos desafíos y competencias del personal de salud, es posible mejorar significativamente la calidad de la atención y la satisfacción de los pacientes. El estudio se sustentó con entrevistas a profesionales de la salud y encuestas a pacientes que acuden al área de emergencia con el fin de identificar las percepciones, habilidades y necesidades sobre la calidad de comunicación recibida de los pacientes por parte del personal de salud. Finalmente, los resultados obtenidos, nos llevan a identificar recomendaciones y prácticas esenciales basadas en la satisfacción de los pacientes, lo que facilitó la implementación de acciones específicas destinadas a mejorar la calidad de comunicación y atención proporcionada en el área de emergencias.
The research on assertive communication in the emergency department of the IESS Hospital in Ibarra revealed the importance of adequate and timely patient care. Despite this, deficiencies in communication by healthcare personnel were found, affecting patient satisfaction. The objective of the study was to identify the relationship between assertive communication by healthcare personnel and the level of patient satisfaction. To conduct this research, active listening, empathy, reciprocity in communication, trust, expression of opinions and recommendations, and clarity in expressing symptoms and concerns were analyzed. By addressing these challenges and competencies of healthcare personnel, it is possible to significantly improve the quality of care and patient satisfaction. The study was supported by interviews with healthcare professionals and surveys of patients attending the emergency department to identify perceptions, skills, and needs regarding the quality of communication received from healthcare personnel. Finally, the results obtained led us to identify essential recommendations and practices based on patient satisfaction, which facilitated the implementation of specific actions aimed at improving the quality of communication and care provided in the emergency department.
The research on assertive communication in the emergency department of the IESS Hospital in Ibarra revealed the importance of adequate and timely patient care. Despite this, deficiencies in communication by healthcare personnel were found, affecting patient satisfaction. The objective of the study was to identify the relationship between assertive communication by healthcare personnel and the level of patient satisfaction. To conduct this research, active listening, empathy, reciprocity in communication, trust, expression of opinions and recommendations, and clarity in expressing symptoms and concerns were analyzed. By addressing these challenges and competencies of healthcare personnel, it is possible to significantly improve the quality of care and patient satisfaction. The study was supported by interviews with healthcare professionals and surveys of patients attending the emergency department to identify perceptions, skills, and needs regarding the quality of communication received from healthcare personnel. Finally, the results obtained led us to identify essential recommendations and practices based on patient satisfaction, which facilitated the implementation of specific actions aimed at improving the quality of communication and care provided in the emergency department.
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Keywords
Comunicación asertiva, Atención médica, Satisfacción del paciente, Emergencias hospitalarias, Capacitación del personal