Comunicación y satisfacción en el servicio de urgencias de pediatría desde el modelo de cuidados centrado en la família

Student thesis: Doctoral thesis


Introduction: Communication between health professionals, children and family members in a pediatric emergency department (PED) is key to good home care, good adherence to treatment and family members’ satisfaction. In order to reach an adequate level of satisfaction, the use of the family-centered care (FCC) may be helpful because it recognizes and respects the role of the family and the professional empowers, supports and encourages decision-making. Objective: To analyze, from the perspective of the FCC, the communicative process, the adherence to treatment and the satisfaction of families who go to a PED because of a banal health problem of their children. Method: Mixed design with two studies carried out in a Catalan PED. 1) Quantitative design composed of two phases. Phase I evaluated the relationship between the perceptions of care received and satisfaction, through questionnaires given to 385 families. Phase II consisted of obtaining quantitative indicators of the usefulness of the information received and therapeutic adherence through a 6-day follow-up with 37 families. 2) Qualitative design, to deepen the understanding of the type of attention and roles perceived in a PED, through audio recordings of the visits with the same families. Results: A statistically significant relationship was found between FCC perception and satisfaction (B=0.20; IC95% [0.20-0.29]; p<.001). Nevertheless, the qualitative analysis showed a lack of information provided by the different professionals, an apparent lack of feed-back and time availability for questions. The professionals considered the information given about care and treatments with the use of technical terms to be understood. 45.7% of the families did not follow the medical prescription. Conclusions: There is a positive relationship between FCC perception and satisfaction and results improved on the sixth day after the visit. There were differences between the subjective perception of being informed during the visit and the objective observation where there was a lack of information in different aspects. There is low adherence to treatment for banal pathologies.
Date of Award12 Dec 2017
Original languageSpanish
SupervisorMariona Portell Vidal (Tutor) & Maria Feijoo Cid (Director)

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