Calidad y satisfacción de la atención médica percibida en pacientes hospitalizados por COVID-19: estudio cualitativo

Joaquín Vázquez Cruz; Gaudencio Gutiérrez Alba; Clara Juárez Ramírez; José Alberto Muños Hernández; José Bernabé Ramírez Cabrera; Joel Jahaziel Díaz Vallejo

doi:10.19136/hs.a25.2.6259

Authors

Joaquín Vázquez Cruz University of Veracruz
Gaudencio Gutiérrez Alba University of Veracruz
Clara Juárez Ramírez National Institute of Public Health of Mexico
José Alberto Muños Hernández University of Veracruz
José Bernabé Ramírez Cabrera Health Services of the Mexican Institute of Social Security for Well-Being
Joel Jahaziel Díaz Vallejo University of Veracruz

DOI:

https://doi.org/10.19136/hs.a25.2.6259

Abstract

Objective: To explore the perceived quality and satisfaction of medical care in hospitalized COVID-19 patients. Materials and method: Qualitative, exploratory study. 14 cases of patients hospitalized for COVID-19 in a high-specialty hospital in the state of Veracruz, Mexico, were selected.

Results: Requests for medical care from the hospital were postponed due to fear of contagion and fear of death; serious health status was the main reason for seeking care. Perceived quality and satisfaction were related to the work and attitude of nursing and support staff, reflected in actions such as positive interpersonal treatment, emotional support, communication, medication administration, and the execution of clinical procedures; additionally, the adequacy of material and human resources. Restoration of health, and positive assessment of the service encouraged future utilization of the hospital’s healthcare services.

Conclusions: Perceived quality and satisfaction of medical care encompass affective components focused on alleviating suffering and restoring health, as well as cognitive components related to establishment of evaluative criteria regarding healthcare services.

Keywords: Quality of Health Care; Patient Satisfaction; COVID-19; Hospitalization; Qualitative Research.

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Author Biographies

Joaquín Vázquez Cruz, University of Veracruz

Master in Health Sciences. Teacher. Faculty of Psychology. Universidad Veracruzana. Xalapa, Veracruz, Mexico.
Gaudencio Gutiérrez Alba, University of Veracruz

Doctor of Science in Public Health. Department of Health Systems. Institute of Health Sciences. Universidad Veracruzana. Xalapa, Veracruz. Mexico.
Clara Juárez Ramírez, National Institute of Public Health of Mexico

PhD in Social and Cultural Anthropology. Center for Research in Health Systems. National Institute of Public Health. Cuernavaca, Morelos. Mexico.
José Alberto Muños Hernández, University of Veracruz

Doctor of Science in Public Health. Department of Health Systems. Institute of Health Sciences. Universidad Veracruzana. Xalapa, Veracruz. Mexico.
José Bernabé Ramírez Cabrera, Health Services of the Mexican Institute of Social Security for Well-Being

Master in Clinical Research. Dr. Rafael Lucio IMSS-Bienestar High Specialty Center. Xalapa, Veracruz. Mexico.
Joel Jahaziel Díaz Vallejo, University of Veracruz

Doctor of Science in Public Health. Universidad Veracruzana. Faculty of Biological Pharmaceutical Chemistry. Xalapa, Veracruz. Mexico.