COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES
DOI:
https://doi.org/10.31052/1853.1180.v24.n1.27378Keywords:
Patient satisfaction, Quality of health care, Communication, EmpathyAbstract
Objective: To determine the degree of satisfaction according to the communication skills presented by the health personnel of two hospitals in the department of Huánuco, Peru. Methods: Descriptive, comparative and cross-sectional study in 349 patients attending outpatient clinics at the following hospitals: Carlos Showing Ferrari (HMICSF) and Hermilio Valdizán Medrano Regional Hospital (HRHVM). Satisfaction was assessed through a questionnaire that estimates effective communication by attitudes of health personnel, such as: adequate language, ability to listen, observe and establish empathy; the waiting time for care in services was recorded and whether it was perceived adequate or not. Results: On average, 85% of the patients who came to the HMICSF showed satisfaction with their treatment and communication, compared to 31% of the HRHVM. However, in both hospitals, approximately 57% of patients rated the waiting time for care, which was around 90 minutes, as unacceptable. Conclusion: Patient satisfaction does not depend exclusively on waiting time. Hospitals must implement training programs for their staff to achieve efficient and effective communication, which will strengthen and improve safety and maximize patient satisfaction, ensuring quality of care and successful management.
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