Communication quality and patient satisfaction with the care of the nursing services of the Santa Clara ate health center, Lima - 2023

Abstract

The present study aimed to determine the relationship between communicative quality and patient satisfaction with nursing services. Methodologically, it was structured under a hypothetical deductive, applied, quantitative, cross-sectional, non-experimental, and correlational approach. The sample consisted of 96 patients selected through intentional non-probabilistic sampling. Questionnaires were used as instruments for each variable. The results showed that 89.5% of the participants were female, aged between 20 and 30 years (36.5%), married (42.7%), and had a technical level of education (52.1%). Additionally, it was observed that communicative quality was rated as regular by 69.5% of participants, while 61.5% expressed satisfaction. Statistically, verbal and non-verbal communication, as well as empathy, showed significant correlations with satisfaction (p-value of 0.000, with correlation coefficients of 0.677, 0.579, and 0.677, respectively). In conclusion, there is a significant relationship between communicative quality and satisfaction, with a p-value of 0.000 and a "Rho" value of 0.738. Therefore, improving the quality of communication can have a positive influence on overall satisfaction.

Objetivo: Determinar la relación entre la calidad comunicativa y satisfacción del paciente con la atención en los servicios de enfermería del centro de salud santa clara ate, lima – 2023. Material y métodos: El método de investigación hipotético deductivo, el enfoque metodológico utilizado fue cuantitativo, no experimental, corte transversal, tipo de investigación aplicada. Las muestras fueron por 96 pacientes de los servicios de enfermería,siendo un muestreo no probabilístico intencional siendo seleccionadas por criterios de inclusión y exclusión de la investigación. Para medir las características sociodemográficas, se utilizó el instrumento de cuestionario que comprende 17 ítems agrupados en 3 dimensiones para la variable calidad comunicativa y el segundo cuestionario que comprende 18 ítems agrupados en 3 dimensiones para la variable de satisfacción del paciente.