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Satisfação do cliente em situação crítica com o cuidado de enfermagem
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| 8.72 MB | Adobe PDF |
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Abstract(s)
Ao frequentar o Curso de Mestrado em Enfermagem com Especialização em Enfermagem Médico-Cirúrgica na Pessoa em Situação Crítica constatei que se revelou numa ferramenta substancial para a obtenção de níveis elevados de pensamento crítico e tomada de decisão, mediante o incremento de competências específicas que visam melhorar o cuidado especializado de Enfermagem prestados à pessoa em condição crítica e à sua família. Para a promoção deste know-how, tornaram-se elementares os estágios em duas distintas Unidades de Cuidados Intensivos Polivalentes e em um Serviço de Urgência. A tónica do presente relatório é “A Satisfação do Cliente em Situação Crítica com o Cuidado de Enfermagem”, a qual é traduzida por uma procura do Estado da Arte. Nesta esfera, espelha se que o assunto “Satisfação do Cliente” remete precisamente para os Padrões de Qualidade dos Cuidados propostos pela Ordem dos Enfermeiros como uma das pedras basilares onde assenta a conduta do cuidado especializado de Enfermagem. E, igualmente, esta temática será esclarecida transversalmente pela teoria de Katharine Kolcaba, que implica a Teoria do Conforto e, por outro lado, pela teoria de Afaf Meleis, que se traduz pela Teoria das Transições. Assim, decorrente da minha prática clínica ao longo do meu percurso académico foi possível compreender que os Enfermeiros em contexto de Cuidados Intensivos e de Serviço de Urgência prestam cuidado especializado de qualidade com o cliente em situação crítica. No entanto, os aspetos documentados não dão visibilidade a este processo, o que leva a que se questione a sua tomada de consciência e intencionalidade. Face ao problema que identifiquei, emergiu como objeto de estudo “Os Fatores que Influenciam a Satisfação do Cliente em situação crítica com o Cuidado de Enfermagem”, tendo sido concretizada uma investigação desenvolvida mediante uma Revisão Scoping da Literatura. Perante o exposto, a elaboração deste relatório teve como finalidade aglutinar as experiências de aprendizagem que ocorreram em contexto de estágio com vista, através da reflexão, à acomodação de conhecimentos inerentes ao Enfermeiro Especialista em Enfermagem Médico- Cirúrgica no que concerne ao objeto de satisfação do cliente crítico com o cuidado especializado de Enfermagem. Foram desenvolvidas diferentes atividades em cada prática clínica no sentido de concretizar o objeto de estudo destacando-se: a elaboração de um guia de integração de novos elementos de Enfermagem em uma Unidade de Cuidados Intensivos (como facilitador da otimização do cuidado especializado de Enfermagem); a estruturação de um guia de cuidados ao cliente traqueostomizado (como facilitador da comunicação no cuidado especializado de Enfermagem); e a divulgação dos resultados da Revisão Scoping da Literatura (acerca do tema em investigação) através de uma formação em contexto de trabalho. Neste propósito, admite-se que os objetivos definidos foram atingidos e contribuíram para o desenvolvimento das competências de Enfermeiro Especialista em Enfermagem Médico Cirúrgica.
When attending the Master's Course in Nursing with Specialization in Medical-Surgical Nursing in People in Critical Situation, I found that it proved to be a substantial tool for obtaining high levels of critical thinking and decision making, through the increase of specific skills that aim to improve the specialized Nursing care provided to the person in critical condition and to their family. For the promotion of this know-how, internships in two different Multipurpose Intensive Care Units and an Emergency Service have become elementary. The focus of this report is “Customer Satisfaction in a Critical Situation with Nursing Care”, which is translated by a search for the State of the Art. In this sphere, it is mirrored that the subject “Customer Satisfaction” refers precisely to the Quality Standards proposed by the Order of Nurses as one of the cornerstones on which the conduct of specialized nursing care is based. And, equally, this theme will be clarified transversely by the theory of Katharine Kolcaba, which implies the Theory of Comfort and, on the other hand, by the theory of Afaf Meleis, which is translated by the Theory of Transitions. Thus, as a result of my clinical practice throughout my academic career, it was possible to understand that Nurses in the context of Intensive Care and Emergency Service provide quality specialized care to the client in a critical situation. However, the documented aspects do not give visibility to this process, which leads to questions about their awareness and intentionality. In view of the problem I identified, it emerged as an object of study “The Factors that Influence Customer Satisfaction in a Critical Situation with Nursing Care”, having carried out an investigation developed through a Scoping Review of Literature. In view of the above, the preparation of this report had the purpose of bringing together the learning experiences that took place in the context of an internship with a view, through reflection, to the accommodation of knowledge inherent to the Specialist Nurse in Medical Surgical Nursing with regard to the object of satisfaction of the patient. critical client with specialized nursing care. Different activities were developed in each clinical practice in order to concretize the object of study, highlighting: the elaboration of a guide for the integration of new elements of Nursing in an Intensive Care Unit (as a facilitator of the optimization of specialized Nursing care); the structuring of a guide for the care of tracheostomized clients (as a facilitator of communication in specialized nursing care); and the dissemination of the results of the Scoping Review of Literature (on the topic under investigation) through training in the workplace. In this regard, it is admitted that the defined objectives were achieved and contributed to the development of the skills of a Specialist Nurse in Medical-Surgical Nursing.
When attending the Master's Course in Nursing with Specialization in Medical-Surgical Nursing in People in Critical Situation, I found that it proved to be a substantial tool for obtaining high levels of critical thinking and decision making, through the increase of specific skills that aim to improve the specialized Nursing care provided to the person in critical condition and to their family. For the promotion of this know-how, internships in two different Multipurpose Intensive Care Units and an Emergency Service have become elementary. The focus of this report is “Customer Satisfaction in a Critical Situation with Nursing Care”, which is translated by a search for the State of the Art. In this sphere, it is mirrored that the subject “Customer Satisfaction” refers precisely to the Quality Standards proposed by the Order of Nurses as one of the cornerstones on which the conduct of specialized nursing care is based. And, equally, this theme will be clarified transversely by the theory of Katharine Kolcaba, which implies the Theory of Comfort and, on the other hand, by the theory of Afaf Meleis, which is translated by the Theory of Transitions. Thus, as a result of my clinical practice throughout my academic career, it was possible to understand that Nurses in the context of Intensive Care and Emergency Service provide quality specialized care to the client in a critical situation. However, the documented aspects do not give visibility to this process, which leads to questions about their awareness and intentionality. In view of the problem I identified, it emerged as an object of study “The Factors that Influence Customer Satisfaction in a Critical Situation with Nursing Care”, having carried out an investigation developed through a Scoping Review of Literature. In view of the above, the preparation of this report had the purpose of bringing together the learning experiences that took place in the context of an internship with a view, through reflection, to the accommodation of knowledge inherent to the Specialist Nurse in Medical Surgical Nursing with regard to the object of satisfaction of the patient. critical client with specialized nursing care. Different activities were developed in each clinical practice in order to concretize the object of study, highlighting: the elaboration of a guide for the integration of new elements of Nursing in an Intensive Care Unit (as a facilitator of the optimization of specialized Nursing care); the structuring of a guide for the care of tracheostomized clients (as a facilitator of communication in specialized nursing care); and the dissemination of the results of the Scoping Review of Literature (on the topic under investigation) through training in the workplace. In this regard, it is admitted that the defined objectives were achieved and contributed to the development of the skills of a Specialist Nurse in Medical-Surgical Nursing.
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Keywords
Satisfação do cliente Cuidados críticos Enfermagem Enfermeiro especialista Customer satisfaction Critical care Nursing Specialist nurse