Análisis de la influencia de la empatía del personal de enfermería en la calidad de atención percibida por el usuario externo del Hospital Liborio Panchana Sotomayor.

Abstract

The general objective of this research was based on analyzing the influence generated by the empathy of the nursing staff in the quality of care perceived by the external user of the Liborio Panchana Sotomayor Hospital, to design an action plan. The methodology was a quantitative approach, descriptive and correlational scope, cross-sectional, deductive method, using two questionnaires, which were the SERVPERF model and the Jefferson medical empathy scale to a total sample of 384 users. The results showed that 29.2% answered that they disagreed about whether the nursing staff tried to put themselves in the place of the patients when they are caring for them, while 30.5% considered that empathy is a therapeutic factor in medical treatment. The least valued dimensions were for reliability quality with 2.94 and for empathy Factor III with 2.39. The proposal focused on various strategies such as teaching online courses, training and recognition in order to improve communication ties and attachment with the patient, in addition to improving the degree of empathy of the nursing staff. It is concluded that the empathy of the nursing staff has a positive and significant influence on the quality of care perceived by the external user of the Liborio Panchana Sotomayor hospital, with a Pearson correlation coefficient of 0.894, p<0.01.