Authors

Laura Moure Fernández1,6, Carlos Salgado Álvarez2,6, Mª José Puialto Durán3,6, Rosa Antolín Rodríguez4,6, Benjamín Porto Porto5

Position

1 Máster en Ciencias de la Salud. Enfermera. Unidad de Docencia y Formación Continuada. Complejo Hospitalario Universitario de Vigo. Estructura Organizativa de la Gerencia de Gestión Integrada de Vigo2 Antropólogo. Enfermero. Servicio Radiología. Estructura Organizativa de la Gerencia de Gestión Integrada de Vigo 3 Máster en Ciencias de la Salud. Enfermera. Escuela Universitaria de Enfermería (Meixoeiro). Estructura Organizativa de la Gerencia de Gestión Integrada de Vigo 4 Doctora en Ciencias de la Salud. Enfermera. Escuela Universitaria de Enfermería (Meixoeiro). Estructura Organizativa de la Gerencia de Gestión Integrada de Vigo5 Sociólogo. Enfermero. Departamento de Sociología, Ciencias Políticas y Filosofía. Universidad de Vigo6 Grupo de Investigación Calidad de Vida y Economía de la Salud. Instituto de Investigación Biomédica (IBI). Gerencia de Gestión Integrada de Vigo/Pontevedra/Ourense-SERGAS

Contact address

Laura Moure Fernández. C/ México, 38. 36204 Vigo (Pontevedra).

Contact email: laura.moure.fernandez@sergas.es

Abstract

Objective: to understand the opinions and experiences of male and female users of a University Hospital about the way they were treated by staff during hospitalization, through key reporters and the study subjects themselves.
Method: a study conducted through qualitative methodology, using the Grounded Theory according to the perspective by Glaser and Strauss. The study was conducted at the Complejo Hospitalario Universitario de Vigo (Pontevedra). In-depth interviews with approximately 60-90 minute duration were used for collecting information. Their contents were audio recorded and literally transcribed. There was intentional sampling, and the subjects involved responded to three different profiles: expert from the Customer Care Unit, experts from patient associations, and persons who had been hospitalized.
Results: overall, 13 in-depth interviews were conducted. Under the nuclear category called “treatment”, four major dimensions were identified: personal relationship (five categories), information (six categories), professional commitment ideal (13 categories) and humanity. Within the commitment ideal by all professionals, the performance expected was guided by three master lines: neither moralizing nor judgment, not feeling that they were bothering when they required any intervention by professionals, and being taken care of when they requested it.
Conclusions: it can be stated that the term “treatment” is presented as a dynamic and complex construct; this assumes sensitivity and moral and behavioural suppositions in professionals that will often stay in an intangible plane. “Privacy or intimacy” appears permeated in its ethical, moral and aesthetic aspect, due to the lack of it. Major importance is assigned to lack of identification by professionals.

Keywords:

hospitalization; professional-patient relationships; patient satisfaction; qualitative research; humanization of patient care

Versión en Español

Título:

Opiniones y vivencias de usuarios y usuarias sobre el trato recibido a través de un estudio cualitativo