| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| Documento principal | 2.56 MB | Adobe PDF |
Advisor(s)
Abstract(s)
A satisfação dos utentes opera como indicador importante da qualidade do atendimen-to em saúde. Como atributos relevantes num cuidado de qualidade os utentes consideram os aspectos interpessoais do relacionamento entre estes e o profissional que presta o cuidado. O Sistema de Triagem de Manchester (STM), assume-se como uma ferramenta de trabalho no sentido de melhorar a qualidade de atendimento às pessoas que recorrem ao serviço de urgên-cia. Esta investigação teve a finalidade de avaliar a satisfação com o atendimento de enferma-gem no sector da triagem. Trata-se de um estudo descritivo-correlacional e transversal, reali-zado numa amostra de 500 utentes em que 48,2% são mulheres e 51,8% homens, com uma média de idades de 52,95 anos, maioritariamente casados (70%), residentes em meio rural (62,8%), habilitados com o primeiro ciclo (36,8%). O formulário de suporte à colheita de dados foi aplicado via telefone, sendo os participantes inquiridos 72 horas após o episódio de urgência. A prioridade amarela (48,8%) foi a mais frequente, seguindo-se-lhe a verde (27,9%), a laranja (12,1%), a azul (1%), e a vermelha (0,4 %). A maioria dos utentes revelou estar satisfeito (86,4%) com o atendimento proporcionado pelo enfermeiro da triagem, consta-tando-se que 38,7% ficaram muito satisfeitos e 47,7% satisfeitos. Os utentes mais satisfeitos foram os utentes aos quais foi atribuída pulseira branca (KW=275,66), seguindo-se os triados com prioridade clínica mais alta (pulseira vermelha) (KW=260,75); que esperaram menos tempo até serem triados (r=0.132; p=.0005), e os que mostraram estar mais informados (H=75.540; p= 0.000). Os utentes mais satisfeitos com o atendimento são ainda aqueles que foram tratados pelo próprio nome (H=34.335; p=0.000), os que entendem que o enfermeiro mostrou simpatia (H=73.905; p=0.000) e disponibilidade para o ouvir (H=73.576; p=0.000); aqueles em que o enfermeiro respeitou a privacidade (H=83.311; p=0.000), a confidencialida-de de informação (H=78.585; p=0.000) e o respeito pelas convicções culturais e religiosas (H=70.930; p=0.000).
Os resultados sugerem que melhor informação, prioridade clínica mais elevada e aten-dimento mais rápido e personalizado conduzem a um maior nível de satisfação.
Palavras-chave: Satisfação; Utentes; Triagem de Manchester; Enfermagem.
ABSTRACT Patients’ satisfaction is an important indicator of the quality of health care. Patients consider the interpersonal aspects of the relationship between them and the professional as be-ing relevant to the quality of the services provided. The Manchester Triage System (MTS), is a working tool which allows the improvement of the quality of care to persons who resort to emergency service. This research had the aim of assessing the satisfaction towards nursing care in triage. This is a descriptive cross-sectional study based on a sample of 500 patients (48,2% women and 51,8% men), with an average age of 52.95 years, they were mostly mar-ried (70%), lived in rural areas (62,8%), had primary school studies (36,8%). The form of data collection was via telephone call, 72 hours after the emergency episode. The yellow priority (48,8%) was the most frequent, followed by the green (27,9%), orange (12,1%), blue (1%), and red (0,4%). Most patients revealed to be satisfied (86,4%) with the care provided by nurse triage, 38,7% were very satisfied and 47,7% satisfied. The most satisfied patients were those who were identified with a white tag (KW=275.66), followed the highest clinical priority pa-tients (red tag) (KW=260.75); who waited less time until they were submitted to triage (r= 0.132; p=. 0005), and those who have shown to be more informed (H =75,540; p 0.000). The most satisfied patients with their care were those who were treated by their own name (H= 34,335; p=0.000), those who believed that the nurse showed sympathy (H= 73,905; p =0.000) and willingness to listen (H= 73,576; p= 0.000), those whose privacy was respected by the nurse (H= 83,311; p=0.000), whose confidentiality of information was kept (H 78,585; p 0.000) and those who felt the nurse had respect for their cultural and religious beliefs (H= 70,930; p= 0.000). The results suggest that the more information is given, the higher the clinical priority and the faster and more customised the service is, the higher satisfaction is. Keywords: Satisfaction; Patients; Manchester Triage System; Nursing.
ABSTRACT Patients’ satisfaction is an important indicator of the quality of health care. Patients consider the interpersonal aspects of the relationship between them and the professional as be-ing relevant to the quality of the services provided. The Manchester Triage System (MTS), is a working tool which allows the improvement of the quality of care to persons who resort to emergency service. This research had the aim of assessing the satisfaction towards nursing care in triage. This is a descriptive cross-sectional study based on a sample of 500 patients (48,2% women and 51,8% men), with an average age of 52.95 years, they were mostly mar-ried (70%), lived in rural areas (62,8%), had primary school studies (36,8%). The form of data collection was via telephone call, 72 hours after the emergency episode. The yellow priority (48,8%) was the most frequent, followed by the green (27,9%), orange (12,1%), blue (1%), and red (0,4%). Most patients revealed to be satisfied (86,4%) with the care provided by nurse triage, 38,7% were very satisfied and 47,7% satisfied. The most satisfied patients were those who were identified with a white tag (KW=275.66), followed the highest clinical priority pa-tients (red tag) (KW=260.75); who waited less time until they were submitted to triage (r= 0.132; p=. 0005), and those who have shown to be more informed (H =75,540; p 0.000). The most satisfied patients with their care were those who were treated by their own name (H= 34,335; p=0.000), those who believed that the nurse showed sympathy (H= 73,905; p =0.000) and willingness to listen (H= 73,576; p= 0.000), those whose privacy was respected by the nurse (H= 83,311; p=0.000), whose confidentiality of information was kept (H 78,585; p 0.000) and those who felt the nurse had respect for their cultural and religious beliefs (H= 70,930; p= 0.000). The results suggest that the more information is given, the higher the clinical priority and the faster and more customised the service is, the higher satisfaction is. Keywords: Satisfaction; Patients; Manchester Triage System; Nursing.
Description
Curso de mestrado em enfermagem médico cirúrgica
Keywords
Enfermagem de emergência Satisfação do doente Serviço de urgência hospitalar Triagem Emergency nursing Emergency service, hospital Patient satisfaction Triage
Citation
Publisher
Instituto Politécnico de Viseu, Escola Superior de Saúde de Viseu