Humanized care and level of satisfaction perceived by the patient in the general emergency service of the Edgardo Rebagliati Martins National Hospital, Lima - 2023

Abstract

To truly prioritize user satisfaction, health sector entities must strive to continuously improve their services. This means providing humanized care that efficiently addresses patients' needs while minimizing incidents and negligence. Ultimately, the ultimate goal should be to continuously improve procedures and processes. The present academic work is developed with the aim of determining how humanized nursing care is related to the level of satisfaction perceived by the patient in the General Emergency Service of the Edgardo Rebagliati Martins National Hospital, Lima - 2023. Using the methodology of hypothetical deductive study, quantitative approach, applied type with descriptive correlational cross-sectional and nonexperimental design; also, a sample of 94 patients users attended in the emergency service will be considered. To collect the information, the survey technique will be applied and two Likert structure questionnaires will be used as instruments, a questionnaire to evaluate humanized nursing care (PCHE) of 32 questions grouped in three dimensions referring to qualities of nursing, openness to nurse-patient communication and disposition for nursing care, with a reliability of 0. 960 reliabilities; and to measure user satisfaction, the modified Zúñiga questionnaire structured with 10 questions distributed in two dimensions referring to treatment and resolution capacity will be used, with a reliability of 0.958; both instruments have been previously validated.

Objetivo: Determinar cómo el cuidado humanizado de enfermería se relaciona con el nivel de satisfacción percibido por el paciente en el Servicio de Emergencia General del Hospital Nacional Edgardo Rebagliati Martins, Lima - 2023. Empleando la metodología de estudio hipotético deductivo, de enfoque cuantitativa, tipo aplicada con diseño descriptivo correlacional transversal y no experimental; asimismo, se considerará una muestra de 94 pacientes usuarios atendidos en el servicio de emergencia. Para recopilar la información se aplicará la técnica de la encuesta y como instrumentos dos cuestionarios de estructura Likert, un cuestionario para evaluar el cuidado humanizado de enfermería (PCHE) de 32 preguntas agrupados en tres dimensiones referidas a cualidades del hacer de enfermería, apertura a la comunicación enfermero - paciente y disposición para la atención de enfermería, con 0.960 de confiabilidad; y para medir la satisfacción del usuario se usará el cuestionario de Zúñiga modificado estructurado con 10 preguntas distribuidas en dos dimensiones referidas al trato y a la capacidad resolutiva, con una confiabilidad de 0.958; teniendo ambos instrumentos validación previa.