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Abstract(s)
Introdução: A satisfação do cliente integra a qualidade dos cuidados de saúde no hospital
sendo consensual a influência dos enfermeiros. Neste âmbito, as crianças, são remetidas para segundo plano, sendo a satisfação aferida junto dos pais. Estes não espelham as reais perceções das crianças o que pode ter como resultado cuidados descentrados da criança.
O modelo Qualidade-Cuidadoã foi norteador do percurso de investigação e, integra o
conceito de satisfação enquanto resultado sensível aos cuidados de enfermagem.
Objetivo: Pretendemos identificar estratégias que visem a melhoria da satisfação da criança em idade escolar hospitalizada e seus pais com os cuidados de enfermagem.
Metodologia: No percurso de investigação efetivou-se um estudo de tipo exploratóriodescritivo e correlacional, transversal e observacional. Recorreu-se a instrumentos de recolha de dados validados e adaptados, aplicados a uma amostra não probabilística e acidental de 252 crianças e 251 pais, em seis Instituições de saúde. Seguidamente aplicouse,
a técnica de Delphi, em duas rondas, numa amostra intencional de 90 enfermeiros das mesmas Instituições. O estudo foi precedido das autorizações formais às comissões de ética e conselhos de administração em cada Instituição e, parecer positivo da comissão
nacional de proteção de dados. Resultados: Em relação às crianças, à avaliação global dos cuidados as crianças atribuíram um valor médio 4,51 (1-5). Em relação aos pais,
verifica-se satisfação quer na escala “experiências com cuidados de enfermagem” quer
na escala “opiniões sobre os cuidados de enfermagem”. Foram identificadas e consensualizadas estratégias nas seguintes áreas de atenção: educação; família; entretenimento; ambiente de cuidados; admissão e características dos enfermeiros.
Discussão: Os resultados obtidos revelam que os aspetos identificados por crianças, pais e enfermeiros não são sobreponíveis o que valida a necessidade de abordagens inclusivas.
Esta identificação permitiu o delineamento de ações com vista à melhoria da satisfação,
suportadas no referencial teórico e nos resultados da investigação. Conclusão:
Suportados na revisão, reflexão e achados deste percurso foi possível sugerir uma proposta para a prática de cuidados de enfermagem, constituída por orientações que
relacionem a melhoria da qualidade dos cuidados com o nível de satisfação nesta população.
Introduction: Customer satisfaction is integrated in healthcare quality of and nurses’ influence in hospital care is consensual. In this context, children are often in the backstage, and satisfaction is measured by parents. These do not reflect children's real perceptions, which can result in decentralized childcare. The Quality-Care modelã guided this research pathway and it integrates the concept of satisfaction as a result sensitive to nursing care. Objective: We intend to identify strategies aimed at improving the satisfaction of hospitalized school-aged children and their parents with nursing care. Methods: The research path an exploratory-descriptive and correlational cross-sectional observational study was carried out. Data collection instruments were validated, adapted and applied to a non-probabilistic and accidental sample of 252 children and 251 parents, in six health institutions. Then the delphi technique was applied in two rounds on an intentional sample of 90 nurses from the same institutions. The study was preceded by formal authorizations from the ethics committees and boards of direction in each institution, as well as the national data protection commission. Results: Regarding children the overall assessment of care provided had an average value of 4,51 (1-5). Regarding parents, satisfaction was verified both on subscale “experiences with nursing care” and subscale “opinions on nursing care”. Nurses identified and agreed upon strategies in the following areas of attention: education; family; entertainment; environmental care; admission and nurses characteristics. Discussion: The results show that the aspects identified by children, parents and nurses are not overlapping, which validates the need for inclusive approaches. This identification allowed the outline of actions to improve satisfaction, supported by the theoretical reference adopted and by the research results. Conclusion: Based on the review, reflection and findings of this investigation, it was possible to suggest a proposal for nursing care based on clinical practice guidelines that improve satisfaction with nursing care in this population.
Introduction: Customer satisfaction is integrated in healthcare quality of and nurses’ influence in hospital care is consensual. In this context, children are often in the backstage, and satisfaction is measured by parents. These do not reflect children's real perceptions, which can result in decentralized childcare. The Quality-Care modelã guided this research pathway and it integrates the concept of satisfaction as a result sensitive to nursing care. Objective: We intend to identify strategies aimed at improving the satisfaction of hospitalized school-aged children and their parents with nursing care. Methods: The research path an exploratory-descriptive and correlational cross-sectional observational study was carried out. Data collection instruments were validated, adapted and applied to a non-probabilistic and accidental sample of 252 children and 251 parents, in six health institutions. Then the delphi technique was applied in two rounds on an intentional sample of 90 nurses from the same institutions. The study was preceded by formal authorizations from the ethics committees and boards of direction in each institution, as well as the national data protection commission. Results: Regarding children the overall assessment of care provided had an average value of 4,51 (1-5). Regarding parents, satisfaction was verified both on subscale “experiences with nursing care” and subscale “opinions on nursing care”. Nurses identified and agreed upon strategies in the following areas of attention: education; family; entertainment; environmental care; admission and nurses characteristics. Discussion: The results show that the aspects identified by children, parents and nurses are not overlapping, which validates the need for inclusive approaches. This identification allowed the outline of actions to improve satisfaction, supported by the theoretical reference adopted and by the research results. Conclusion: Based on the review, reflection and findings of this investigation, it was possible to suggest a proposal for nursing care based on clinical practice guidelines that improve satisfaction with nursing care in this population.
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Keywords
Criança Hospitalização Profissionais de enfermagem pediátrica Satisfação do paciente Child Hospitalization Patient satisfaction Pediatric nursing