Patient Satisfaction and Work Stress in Healthcare Improvement

Abstract

Introduction: Quality is a determining factor in health care. This depends largely on health personnel, who must be in adequate physical and emotional health to provide adequate care. Objective: To determine the relationship between the quality of care in the Emergency Department and the work stress of health personnel in the context of COVID-19. Methods: A quantitative, descriptive, cross-sectional observational study was carried out in a hospital in the north of the department of Nariño, in 2022. Two populations were chosen: the first, made up of 109 individuals who worked in the Emergency Service. The second, represented by users who, through probabilistic sampling, was 309. Validated instruments were used such as the user satisfaction survey and the stress evaluation questionnaire, third version. Results: The staff, for the most part, were women between 21 and 30 years old, with a contract for the provision of services and work experience between 1 and 3 years. In reference to the level of work stress, it was found to be very low and users are satisfied with the care received. There is a direct association between economic stratum, education and stress level. Likewise, it was found that age, number of children and time worked have no relationship with stress. Conclusions: According to the association measure applied, the level of stress of health personnel explains, by 78%, the degree of satisfaction of users with the Emergency Service. © 2024, Editorial Ciencias Medicas. All rights reserved.