Keywords
services
perception
quality of care
nursing Salud pública
servicios automatizados
percepción
calidad de atención
enfermería
How to Cite
Abstract
A hospital is a service provider center, therefore, you should always strive to exceed the expectations of your clients, on a few occasions the population receives inadequate nursing care during the fulfillment of different activities of the diagnosis or treatment, including attitudes Many of the professionals are inconvenient and convincing, transforming the hospital environment into an uncomfortable and unsafe place, with the objective of determining the users' perception of the quality of nursing care in the area of surgery of the Naval Hospital of the Guayaquil city. A descriptive and cross-sectional investigation was carried out, which allowed to know the problem related to the dissatisfaction of the users with the attention provided by the nursing staff in their activities, indicated a study period from July to December 2019, The study was developed through a probabilistic sampling “Random simple”, As a research instrument a user satisfaction survey of the Ministry of Public Health was applied and the statistical processing of the information was carried out with the help of the SPSS statistical program for Windows, version 23. 95.8% of the respondents have attended the health center for the first time during the year, 94.6% recognize a high level of satisfaction in the services received, the perception of users about the quality of health is very positive attention received
References
Aiken, L. H., Sloane, D. M., Ball, J., Bruyneel, L., Rafferty, A. M., & Griffiths, P. (2018). Patient satisfaction with hospital care and nurses in England : an observational study. BMJ Open, 1–8. https://doi.org/10.1136/bmjopen-2017-019189
Atienza, Á. E., & Amezcua, M. (2017). Cuidados de enfermería en las épocas Moderna y Contemporánea: evolución de la atención de urgencia. Temperamentvm, 1–9.
Bellamy, C., & Castro, R. (2019). Formas de violencia institucional en la sala de espera de urgencias en un hospital público de México. Revista Ciencias de La Salud, 17(1), 120. https://doi.org/10.12804/revistas.urosario.edu.co/revsalud/a.7621
Berry, L. L. (2019). Service Innovation in Healthcare. Academy of Marketing Science Review, 1–6. https://doi.org/doi.org/10.1007/s13162-019-00135-x
Contreras, F. A. M. (2018). Calidad Asistencial: Una Conceptualización Semántica del Término en Personal Clínico Hospitalario. Cuidados de Enfermería y Educación En Salud. Chile, 3(1), 36–50.
Eglseer, D., Hödl, M., & Lohrmann, C. (2019). Six nursing care problems in hospitals: A cross-sectional study of quality of care. Journal of Nursing Care Quality, 34(1), E8–E14. https://doi.org/10.1097/NCQ.0000000000000307
Espinoza, S. I. (2017). Tipos de muestreo aleatorio (pp. 1–22). Retrieved from http://www.vadenumeros.es/sociales/tipos-de-muestreo.htm
Estabrooks, C. A., Cummings, G. G., Olivo, S. A., Squires, J. E., Giblin, C., & Simpson, N. (2009). Effects of shift length on quality of patient care and health provider outcomes : systematic review. Qual Saf Health Care. https://doi.org/10.1136/qshc.2007.024232
Fuentes, V. R. (2018). Mobbing, amistad y enemistad en instituciones médicas. Perinatología y Reproducción Humana, 32(4), 174–181. https://doi.org/10.1016/j.rprh.2018.06.008
Galián, M. I., Llor, Z. P., Ruiz, H. J. A., & Jiménez, B. J. A. (2018). Exposición a violencia de los usuarios y satisfacción laboral en el personal de enfermería de los hospitales públicos de la Región de Murcia TT - Exposure to service user violence and job satisfaction among nursing staff in public hospitals in Murcia Reg. Anales Del Sistema Sanitario de Navarra, 41(2), 181–189. https://doi.org/10.23938/assn.0310
García, G. J. A., Reding, B. A., & López, A. J. C. (2013). Cálculo del tamaño de la muestra en investigación en educación médica. Investigación En Educación Médica, 2(8), 217–224. https://doi.org/10.1016/S2007-5057(13)72715-7
Goh, M. L., Ang, E. N. K., Chan, Y. H., He, H. G., & Vehviläinen-Julkunen, K. (2018). Patient Satisfaction Is Linked to Nursing Workload in a Singapore Hospital. Clinical Nursing Research, 27(6), 692–713. https://doi.org/10.1177/1054773817708933
González, G. O., Zambrano, M. D., & Fleitas, D. (2016). Ética y bioética en los profesionales de enfermería. Dominio de Las Ciencias, 2(3), 106–119.
Hughes, R. (2018). Introduction to Quality and Safety Education for Nurses, Second Edition.
Jarrar, M., & Meri, A. (2019). Hospital nurse shift length , patient ‐ centered care , and the perceived quality and patient safety. Int J Health Plann Mgmt, 387–396. https://doi.org/10.1002/hpm.2656
Karaca, A., & Durna, Z. (2019). Patient satisfaction with the quality of nursing care. Nursing Open, 6(2), 535–545. https://doi.org/10.1002/nop2.237
Lenis, V. C. A., & Manrique, A. F. G. (2015). Calidad del cuidado de enfermería percibida por pacientes hospitalizados. Aquichan, 15(3), 413–425. https://doi.org/10.5294/aqui.2015.15.3.9
Marín, S. C. (2017). Cálculo del tamaño de la muestra.
Mendoza, M. E. P., Rosas, B. D., Rincón, S. L., Torres, C. C. C., & Páez, E. A. N. (2016). Reproducibilidad del cuestionario: calidad de cuidados de enfermería en pacientes hospitalizados. Revista CUIDARTE, 7(2), 1338. https://doi.org/10.15649/cuidarte.v7i2.339
Mezcua, M. A. (2018). ¿ Por qué afirmamos que la Enfermería es una disciplina consolidada ? Artículos Especiales. Índex de Enfermería, 27(4), 188–190.
NYU. (2018). Working overtime linked to less collaboration between nurses and doctors. New York University, (May), 2018–2019.
Otzen, T., & Manterola, C. (2017). Sampling Techniques on a Population Study. Int. J. Morphol, 35(1), 227–232. https://doi.org/10.4067/S0717-95022017000100037
Perleche, H. (2014). Historia de la enfermeria, Edad Moderna.
Ray, W. T., & Desai, S. P. (2016). The history of the nurse anesthesia. Journal of Clinical Anesthesia, 30, 51–58. https://doi.org/10.1016/j.jclinane.2015.11.005
Rico, C. M. (2018). Dignidad y respeto en el cuidado de enfermería. Universitat Internacional de Catalunya. Facultat de Medicina i Ciències de La Salut.
SENPLADES. (2013). Plan Nacional Buen Vivir.pdf. Retrieved from www.planificacion.gob.ec%5Cnsemplades@semplades.gob.ec%5Cnwww.buenvivir.gob.ec%5Cnwww.buenvivir.gob.ec
Skaggs, M. K. D., Daniels, J. F., Hodge, A. J., & DeCamp, V. L. (2018). Using the Evidence-Based Practice Service Nursing Bundle to Increase Patient Satisfaction. Journal of Emergency Nursing, 44(1), 37–45. https://doi.org/10.1016/j.jen.2017.10.011
Stucki, G., Bickenbach, J., Gutenbrunner, C., & Melvin, J. (2018). Rehabilitation: The health strategy of the 21st century. Journal of Rehabilitation Medicine, 50(4), 309–316. https://doi.org/10.2340/16501977-2200
Tejada, S., Ramirez, E. J., Huyhua, S. C., & Libertad, L. (2019). Pedagogical practice in nursing care formation. Enfermería Universitaria, 16(1), 41–51.
White, K., Macfarlane, H., Hoffmann, B., Sirvas-Brown, H., Hines, K., Rolley, J. X., & Graham, S. (2018). Consensus Statement of Standards for Interventional Cardiovascular Nursing Practice. Heart Lung and Circulation, 27(5), 535–551. https://doi.org/10.1016/j.hlc.2017.10.022
Wirtz, J. (2019). Cost-effective service excellence in healthcare. AMS Review, 9(1–2), 98–104. https://doi.org/10.1007/s13162-019-00139-7
Zarowitz, B. J., Resnick, B., & Ouslander, J. G. (2018). Quality Clinical Care in Nursing Facilities. Journal of the American Medical Directors Association, 19(10), 833–839. https://doi.org/10.1016/j.jamda.2018.08.008
Zhang, N., Gong, Z. X., Xu, Z., & Gilal, F. G. (2019). Ethical climate and service behaviours in nurses: The moderating role of employment type. Journal of Advanced Nursing. https://doi.org/10.1111/jan.13961.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Copyright (c) 2020 Erika Yanina Zambrano Arias, Tania Vera Rodríguez