Satisfaction attributes related to safety and quality perceived in the experience of hospitalized patients

Abstract

Objective: To unveil patient satisfaction attributes related to safety and quality of care. Methods: Qualitative study carried out in a public university hospital in the south region of Brazil. Data were collected in November 2018 through 24 interviews with patients/families from 12 clinical and surgical hospitalization units. Thematic analysis was carried out. Results: The satisfaction attributes were categorized in terms of structure, process, and care outcome, and they were related to: access to the service, amount of personnel, environment, interaction with the health team, staff’s technical competence, perception of safety with the presence of a relative, assistance patterns present in the care, and change in the health status of the patients. Conclusions: It was verified that the structural aspects were relevant in the patient’s experience, besides the relationship established with the health team in the care process, and the technical assistance standards perceived in the staff’s work.

Satisfação dos pais em relação ao cuidado em unidade de terapia intensiva pediátrica

“…Pacientes de terapia intensiva e, sobretudo, crianças gravemente enfermas dispõem de reserva limitada para tolerar falhas no cuidado ou tratamento. Por outro lado, esse tipo de paciente pode se beneficiar extraordinariamente quando se amplia a qualidade do cuidado oferecido (18) . Desse modo, esta pesquisa avançou ao avaliar a satisfação da família com o cuidado recebido, compreendendo a importância desse indicador para a qualidade prestada em uma UTIP e para o empoderamento da família ao ter sua percepção considerada.…”

Nursing Activities Score Como Instrumento Gerencial Em Unidade De Terapia Intensiva Neonatal

“…Outro recente estudo qualitativo realizado do sul do Brasil, observou que quanto maior a taxa de pacientes por profissional de enfermagem e maior a carga de trabalho, menor é a taxa de satisfação dos pacientes em relação ao cuidado oferecido (24) .…”

Support provided by healthcare professionals to the mothers of newborns in the neonatal unit

“…Donabedian Triad 27 proposes the evaluation of health care based on three aspects: structure, process, and result. Within the "process", the care provided to patients is part of a set of actions that includes interaction with the health team 28 . In this context, the lack of communication led to the mothers' insufficient knowledge about the procedures, equipment, and conduct applied to the child 21 .…”