Calidad de atención de enfermería y su efecto en la satisfacción de los pacientes en MEDIGLOBAL S.A.

Abstract

The objective of the study was to establish the relationship between the quality of nursing care and patient satisfaction. From the theoretical base a key component is established in the evaluation of nursing quality, which is the patient - professional interaction. The research had a quantitative approach and used a questionnaire called Patient Satisfaction with Nursing Care Scale as a data collection technique. Four dimensions were evaluated: health information, affective support, decisional control and professional technical skills. The findings corroborated that the dimensions of interaction: affective support and health information are the most incidents regarding user satisfaction. The hypothesis of the relationship between the quality and satisfaction variables was corroborated. To improve the interaction dimensions, a training workshop on effective communication and affective support was proposed, which allows the improvement of the staff interaction skills through cognitive, affective and psychomotor learning of signal detection strategies and interaction skills. The study concludes that the component of human interaction is one of the most important axes in the care process given by the nursing staff, and this needs to be reaffirmed in the health institutions.