202 | nº 30, pp. 187-210 | doxa.comunicación
January-June of 2020
Communicating the humanisation of hospital care. An exercise in social responsibility in Madrid’s hospitals
ISSN: 1696-019X / e-ISSN: 2386-3978
We conducted five in-depth interviews with those responsible for different areas of management at the four hospitals regarding humanisation, social responsibility, quality and communication. Once these interviews were completed and we obtained their results, we deemed it necessary to also look into the perception that health care workers in those hospital have about humanisation and its communication. For this purpose two focus groups were applied: one composed by nursing staff, the other by medical staff.
6. Results
6.1. Documentary analysis
Of all the documents analyzed it is important to highlight the data reflected in the following chart:
Chart 3: Satisfaction indicators in Patient Care according to the Results Observatory of the Madrid Health Service – Year 2018
12 de Octubre
San Carlos Clinical
Infanta Cristina
Guadarrama
General
Global satisfaction
85.28%
86.70%
84.58%
82.80%
89.0%
Recommendation
92.04%
92.51%
89.83%
90.07%
93.7%
Information
87.21%
88.26%
87.45%
83.21%
90.28%
Humanisation during hospitalization*
83.57%
85.40%
86.70%
82.30%
87.73%
Humanisation in ambulatory surgery
85.58%
87.99%
89.73%
Not applicable
90.03%
Humanisation in outpatient care
81.84%
80.17%
79.47%
Not applicable
83.5%
Humanisation in emergency service
74.30%
77.98%
75.92%
Not applicable
81.5%
Medical professionals
91.30%
93.12%
90.06%
87.42%
93.05%
Treatment & kindness of med. prof.
92.50%
91.93%
90.62%
90.63%
93.45%
Nursing professionals
89.44%
91.30%
90.06%
85.00%
92.36%
Treatment & kindness nursing prof.
95.03%
90.06%
87.50%
84.91%
92.20%
Pain treatment
87.95%
86.59%
81.71%
75.86%
88.99%
Rooms
53.42%
78.88%
94.97%
85.00%
77.14%
Source: Compilation based on the Results Observatory of the Madrid Health Service 2018
* Percentage of patients that are satisfied or very satisfied with humanisation during hospitalization
