COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES

Authors

  • ABNER FONSECA LIVIAS UNIVERSIDAD NACIONAL HERMILIO VALDIZAN
  • REYNALDO MARCIAL OSTOS MIRAVAL HERMILIO VALDIZAN NATIONAL UNIVERSITY
  • ROSARIO VARGAS RONCAL HERMILIO VALDIZAN NATIONAL UNIVERSITY
  • ISRAEL BARRUTIA BARRETO CESAR VALLEJO UNIVERSITY

DOI:

https://doi.org/10.31052/1853.1180.v24.n1.27378

Keywords:

Patient satisfaction, Quality of health care, Communication, Empathy

Abstract

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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Author Biographies

ABNER FONSECA LIVIAS, UNIVERSIDAD NACIONAL HERMILIO VALDIZAN

PUBLIC HEALTH DOCTOR

REYNALDO MARCIAL OSTOS MIRAVAL, HERMILIO VALDIZAN NATIONAL UNIVERSITY

DOCTOR OF SCIENCIE EDUCATION

ROSARIO VARGAS RONCAL, HERMILIO VALDIZAN NATIONAL UNIVERSITY

DOCTOR OF BUSINESS MANAGMENT

ISRAEL BARRUTIA BARRETO, CESAR VALLEJO UNIVERSITY

DOCTOR OF BUSINESS MANAGMENT

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Published

2020-05-07

How to Cite

1.
FONSECA LIVIAS A, OSTOS MIRAVAL RM, VARGAS RONCAL R, BARRUTIA BARRETO I. COMMUNICATION SKILLS AND PATIENT SATISFACTION IN OUTPATIENT SERVICES. Rev. Salud Pública (Córdoba) [Internet]. 2020 May 7 [cited 2024 Jul. 17];24(1):73-82. Available from: https://revistas.unc.edu.ar/index.php/RSD/article/view/27378

Issue

Vol. 24 No. 1 (2020): Revista de Salud Pública

Section

Scientific Articles

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Copyright (c) 2020 Escuela de Salud Pública y Ambiente. Facultad de Ciencias Médicas. Universidad Nacional de Córdoba

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