El análisis de la calidad asistencial desde la perspectiva de la satisfacción y la experiencia del pacienteuna mirada enfermera

  1. Zamora-Soler, José Ángel 1
  2. Maturana-Ibáñez, Vanesa 2
  1. 1 Servicio de Emergencias Sanitarias Alicante. Departamento de Enfermería, Facultad de Ciencias de la Salud, Universidad de Alicante. Alicante, España.
  2. 2 Hospital General Universitario de Elda. Alicante, España.
Revista:
Revista Colombiana de Enfermería

ISSN: 1909-1621

Año de publicación: 2019

Título del ejemplar: Revista Colombiana de Enfermería; e009

Volumen: 18

Número: 2

Tipo: Artículo

DOI: 10.18270/RCE.V18I2.2513 DIALNET GOOGLE SCHOLAR lock_openDialnet editor

Otras publicaciones en: Revista Colombiana de Enfermería

Resumen

El artículo pretende describir dos grandes aspectos: la satisfacción y la experiencia del paciente, y cómo medirlos y analizarlos en los campos de la gestión sanitaria, la gestión clínica y los servicios sanitarios. Dichos elementos están inmersos en el abordaje en seguridad del paciente y permiten que la enfermería se relacione con temas como la calidad de los cuidados, la satisfacción del usuario, su experiencia dentro del sistema, los cambios y la implementación de mejoras así como sus formas de medición y análisis dentro del vasto campo de la gestión clínica y sanitaria. El artículo aporta conceptos de reciente aparición como Healthcare Improvement Science (mejora de la ciencia de la salud), centrado en la mejora de la calidad del cuidado de la salud y la reducción de daños a los usuarios de los servicios y sus familias; Magnet Hospital (hospital magnético), que relaciona la satisfacción de los profesionales con la calidad de los cuidados, y Patient Experience Officer (director de la experiencia del paciente), nuevo perfil laboral creado en Estados Unidos, centrado en la mejora continua de la calidad a partir de la experiencia del paciente. Todos estos conceptos han sido desarrollados por instituciones e investigadores reconocidos en la materia. En conclusión, en este artículo se resumen algunas de las cuestiones clave que se deben tener en cuenta a la hora de analizar la experiencia del paciente, que es un elemento importante para la mejora y el mantenimiento de la calidad en la atención sanitaria.

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Fuente de los datos: Dialnet