COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES

Objective: To determine the degree of satisfaction according to the communication skills presented by the health personnel of two hospitals in the department of Huánuco, Peru. Methods: Descriptive, comparative and cross-sectional study in 349 patients attending outpatient clinics at the following ho...

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Autores principales: FONSECA LIVIAS, ABNER, OSTOS MIRAVAL, REYNALDO MARCIAL, VARGAS RONCAL, ROSARIO, BARRUTIA BARRETO, ISRAEL
Formato: Artículo revista
Lenguaje:Español
Publicado: Escuela de Salud Pública y Ambiente. Fac. Cs. Médicas UNC 2020
Materias:
Acceso en línea:https://revistas.unc.edu.ar/index.php/RSD/article/view/27378
Aporte de:
id I10-R360-article-27378
record_format ojs
institution Universidad Nacional de Córdoba
institution_str I-10
repository_str R-360
container_title_str Revista de Salud Pública
language Español
format Artículo revista
topic Patient satisfaction
Quality of health care
Communication
Empathy
Satisfacción del paciente
Calidad de atención en salud
Comunicación
Empatía
Satisfação do paciente
Qualidade dos cuidados de saúde
Comunicação
Empatia
spellingShingle Patient satisfaction
Quality of health care
Communication
Empathy
Satisfacción del paciente
Calidad de atención en salud
Comunicación
Empatía
Satisfação do paciente
Qualidade dos cuidados de saúde
Comunicação
Empatia
FONSECA LIVIAS, ABNER
OSTOS MIRAVAL, REYNALDO MARCIAL
VARGAS RONCAL, ROSARIO
BARRUTIA BARRETO, ISRAEL
OSTOS MIRAVAL, REYNALDO MARCIAL
VARGAS RONCAL, ROSARIO
BARRUTIA BARRETO, ISRAEL
OSTOS MIRAVAL, REYNALDO MARCIAL
VARGAS RONCAL, ROSARIO
BARRUTIA BARRETO, ISRAEL
COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES
topic_facet Patient satisfaction
Quality of health care
Communication
Empathy
Satisfacción del paciente
Calidad de atención en salud
Comunicación
Empatía
Satisfação do paciente
Qualidade dos cuidados de saúde
Comunicação
Empatia
author FONSECA LIVIAS, ABNER
OSTOS MIRAVAL, REYNALDO MARCIAL
VARGAS RONCAL, ROSARIO
BARRUTIA BARRETO, ISRAEL
OSTOS MIRAVAL, REYNALDO MARCIAL
VARGAS RONCAL, ROSARIO
BARRUTIA BARRETO, ISRAEL
OSTOS MIRAVAL, REYNALDO MARCIAL
VARGAS RONCAL, ROSARIO
BARRUTIA BARRETO, ISRAEL
author_facet FONSECA LIVIAS, ABNER
OSTOS MIRAVAL, REYNALDO MARCIAL
VARGAS RONCAL, ROSARIO
BARRUTIA BARRETO, ISRAEL
OSTOS MIRAVAL, REYNALDO MARCIAL
VARGAS RONCAL, ROSARIO
BARRUTIA BARRETO, ISRAEL
OSTOS MIRAVAL, REYNALDO MARCIAL
VARGAS RONCAL, ROSARIO
BARRUTIA BARRETO, ISRAEL
author_sort FONSECA LIVIAS, ABNER
title COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES
title_short COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES
title_full COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES
title_fullStr COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES
title_full_unstemmed COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES
title_sort communication skills and patient satisfaction in outpatient services
description Objective: To determine the degree of satisfaction according to the communication skills presented by the health personnel of two hospitals in the department of Huánuco, Peru. Methods: Descriptive, comparative and cross-sectional study in 349 patients attending outpatient clinics at the following hospitals: Carlos Showing Ferrari (HMICSF) and Hermilio Valdizán Medrano Regional Hospital (HRHVM). Satisfaction was assessed through a questionnaire that estimates effective communication by attitudes of health personnel, such as: adequate language, ability to listen, observe and establish empathy; the waiting time for care in services was recorded and whether it was perceived adequate or not. Results: On average, 85% of the patients who came to the HMICSF showed satisfaction with their treatment and communication, compared to 31% of the HRHVM. However, in both hospitals, approximately 57% of patients rated the waiting time for care, which was around 90 minutes, as unacceptable. Conclusion: Patient satisfaction does not depend exclusively on waiting time. Hospitals must implement training programs for their staff to achieve efficient and effective communication, which will strengthen and improve safety and maximize patient satisfaction, ensuring quality of care and successful management.
publisher Escuela de Salud Pública y Ambiente. Fac. Cs. Médicas UNC
publishDate 2020
url https://revistas.unc.edu.ar/index.php/RSD/article/view/27378
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spelling I10-R360-article-273782025-04-03T12:05:48Z COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES Habilidades comunicacionales y la satisfacción del paciente en los servicios de consulta externa CAPACIDADE DE COMUNICAÇÃO E SATISFAÇÃO DOS PACIENTES EM SERVIÇOS DE AMBULATÓRIO FONSECA LIVIAS, ABNER OSTOS MIRAVAL, REYNALDO MARCIAL VARGAS RONCAL, ROSARIO BARRUTIA BARRETO, ISRAEL OSTOS MIRAVAL, REYNALDO MARCIAL VARGAS RONCAL, ROSARIO BARRUTIA BARRETO, ISRAEL OSTOS MIRAVAL, REYNALDO MARCIAL VARGAS RONCAL, ROSARIO BARRUTIA BARRETO, ISRAEL Patient satisfaction Quality of health care Communication Empathy Satisfacción del paciente Calidad de atención en salud Comunicación Empatía Satisfação do paciente Qualidade dos cuidados de saúde Comunicação Empatia Objective: To determine the degree of satisfaction according to the communication skills presented by the health personnel of two hospitals in the department of Huánuco, Peru. Methods: Descriptive, comparative and cross-sectional study in 349 patients attending outpatient clinics at the following hospitals: Carlos Showing Ferrari (HMICSF) and Hermilio Valdizán Medrano Regional Hospital (HRHVM). Satisfaction was assessed through a questionnaire that estimates effective communication by attitudes of health personnel, such as: adequate language, ability to listen, observe and establish empathy; the waiting time for care in services was recorded and whether it was perceived adequate or not. Results: On average, 85% of the patients who came to the HMICSF showed satisfaction with their treatment and communication, compared to 31% of the HRHVM. However, in both hospitals, approximately 57% of patients rated the waiting time for care, which was around 90 minutes, as unacceptable. Conclusion: Patient satisfaction does not depend exclusively on waiting time. Hospitals must implement training programs for their staff to achieve efficient and effective communication, which will strengthen and improve safety and maximize patient satisfaction, ensuring quality of care and successful management. Objetivo: Determinar el grado de satisfacción de acuerdo a las habilidades comunicacionales que presenta el personal de salud de dos hospitales del departamento de Huánuco, Perú. Métodos: Estudio descriptivo, comparativo y transversal en 349 pacientes que asisten a consulta externa de los Hospitales: materno infantil Carlos Showing Ferrari (HMICSF) y Regional Hermilio Valdizán Medrano (HRHVM). Se valoró la satisfacción mediante un cuestionario que estima la comunicación eficaz por actitudes del personal de salud, como: adecuado lenguaje, capacidad para escuchar, observar y establecer empatía; se registró el tiempo de espera para la atención en los servicios y si se percibió adecuado o no. Resultados: En promedio un 85% de los pacientes que acudieron al HMICSF mostró satisfacción con respecto al trato y comunicación frente al 31% del HRHVM. Sin embargo, en ambos hospitales aproximadamente el 57% de los pacientes calificó como inaceptable el tiempo de espera invertido para la atención, el cual estuvo alrededor de los 90 minutos. Conclusión: La satisfacción del paciente no depende exclusivamente del tiempo de espera. Los hospitales deben implementar programas de capacitación para que su personal alcance una comunicación eficiente y eficaz, lo cual reforzará y mejorará la seguridad y maximizará la satisfacción del paciente, asegurándose calidad de atención y una gestión exitosa. Objetivo: Determinar o grau de satisfação de acordo com as habilidades de comunicação apresentadas pelo pessoal de saúde de dois hospitais do departamento de Huánuco, Peru. Métodos: Estudo descritivo, comparativo e transversal em 349 pacientes atendidos em ambulatório nos seguintes hospitais: Carlos Showing Ferrari (HMICSF) e Hermilio Valdizán Medrano Regional Hospital (HRHVM). A satisfação foi avaliada através de um questionário que estima a comunicação efetiva por atitudes dos profissionais de saúde, tais como: linguagem adequada, capacidade de ouvir, observar e estabelecer empatia; o tempo de espera para atendimento nos serviços foi registrado e se foi percebido adequado ou não. Resultados: Em média, 85% dos pacientes que compareceram ao HMICSF apresentaram satisfação com seu tratamento e comunicação, em comparação com 31% dos pacientes que compareceram ao HRHVM. No entanto, em ambos os hospitais, aproximadamente 57% dos pacientes classificaram o tempo de espera dos cuidados, que foi de cerca de 90 minutos, como inaceitável. Conclusão: A satisfação do paciente não depende exclusivamente do tempo de espera. Os hospitais devem implementar programas de treinamento para que seus funcionários alcancem uma comunicação eficiente e eficaz, o que fortalecerá e melhorará a segurança e maximizará a satisfação dos pacientes, garantindo a qualidade do atendimento e uma gestão bem-sucedida Escuela de Salud Pública y Ambiente. Fac. Cs. Médicas UNC 2020-05-07 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://revistas.unc.edu.ar/index.php/RSD/article/view/27378 10.31052/1853.1180.v24.n1.27378 Revista de Salud Pública; Vol. 24 Núm. 1 (2020): Revista de Salud Pública; 73-82 1852-9429 1853-1180 10.31052/1853.1180.v24.n1 spa https://revistas.unc.edu.ar/index.php/RSD/article/view/27378/29635 Derechos de autor 2020 Universidad Nacional de Córdoba https://creativecommons.org/licenses/by-nc/4.0