Ponce-Gómez J, Reyes-Morales H, Ponce-Gómez G

Language: Spanish
References: 15
Page: 65-73
PDF size: 127.78 Kb.

ABSTRACT

Introduction: In organizations that deliver health services, the human factor plays a fundamental role when delivering quality services, which are related narrowly to personal contact.
Objective: To describe factors that intervene on the perception of Quality of Nursing Services and those that influence on nurses’ job satisfaction.
Methodology: Nurses’ job satisfaction was evaluated through an instrument named Index of Job Satisfaction 66 (IJS*66). Patient satisfaction for received nursing services was evaluated through an instrument to evaluate the quality of medical services. The size of the randomized, calculated sample for proportions was 91 nurses and 182 patients from the three shifts. To analyze data, absolute and relative frequencies were obtained.
Results: Job satisfaction reached an index of 3.42; men and evening nursing staff showed up major scores of satisfaction. 50% out of surveyed users considered the received services as good enough. The highest scores of satisfaction were found in patients between 46 a 60 year old, with elementary school and baccalaureate education.
Conclusions: Job satisfaction is related with several aspects such as development, training, and up dating for the competence, as well as working conditions. User satisfaction is linked to personal contact. In conclusion, when there is a major job satisfaction, there is a major quality of delivered services from nursing staff, and therefore patient satisfaction.

REFERENCES

1. Aguirre Gas HG. Calidad de la atención médica. Bases para su evaluación y mejoramiento continuo. 3ª ed. México: Secretaría General. Conferencia Interamericana de Seguridad Social, 2002.

2. Donabedian A. Garantía y monitoria de la calidad de la atención médica. Definición y métodos de evaluación. México: Prensa Médica; 1991.

3. Ramírez-Sánchez TS, Nájera-Aguilar P, Nigenda-López G,Donabedian A. La dimensión internacional de la evaluación y garantía de la calidad. Salud Pública de Méx 1990; 32(2):113-117.

4. Ramírez-Sánchez TS, Nájera-Aguilar P, Nigenda-López G. Percepción de la calidad de la atención de los servicios de salud en México: perspectiva de los usuarios. Salud Pública de Méx 1998; 40(1): 3-12.

5. Newsome PR. Wright GH. A review of patient satisfaction: 2. Dental patient satisfaction: an appraisal of recent literature. British Dental Journal 1999; 186: (4 spec No):166-70.

6. Dutka AM. American Marketing Association para la satisfacción del cliente, Argentina: Editorial Granica; 1994: 26-34.

7. Gamez BR, et al. La satisfacción en el trabajo y el desempeño laboral en la enfermera general. México; 2000: 124-125.

8. Salinas-Oviedo C, Laguna-Calderón J, Mendoza-Martínez MR. La satisfacción laboral y su papel en la evaluación de la calidad de la atención médica. Salud Pública de Méx, 1994. 36(1):22-9.

9. Galicia TA, Hernández AA. Elaboración de un instrumento para medir satisfacción laboral. Tesis de Licenciatura: México. Facultad de Psicología, UNAM, 2000.

10. Lichtenstein R. Measuring the job satisfaction of physicians in organized settings. Med Care. 1984; 22(1): 58-68.

11. Hernández LB, García PC, et al. Satisfacción de usuarios en unidades de medicina familiar. Rev Med IMSS 2002. 40 (5): 373-378.

12. Jiménez PE, Pérez ME. Satisfacción laboral de la enfermera. Rev Enferm IMSS: 1999; 7(3):177-180.

13. García PC. La satisfacción laboral del médico familiar en diferentes modelos de organización de la atención médica. Tesis de Maestría en Ciencias Médicas. México: UNAM, 1995.

14. Kravitz R, Thomas N, Sloss E, Hosek S Thomas NS. Satisfaction and dissatisfaction in institutional practice: results from survey ofus. Military Physicians. Mil Med 1993;158(1): 41-50.

15. Hernández LB, García PC. Satisfacción de usuarios en unidades de medicina familiar. Rev Med IMSS. 2002; 40(5): 22-23.