Percepciones de pacientes y familiares sobre la comunicación con los profesionales de la salud / Patients and relatives’ perception regarding communication with healthcare professionals

Objetivo Comprender las fortalezas y dificultades de la comunicación entre los profesionales y las familias con un miembro con enfermedad crónica o discapacidad, desde la percepción de pacientes y familiares que asisten a servicios sanitarios. Métodos Es un estudio cualitativo interpretativo. El enfoque psicológico es el sistémico, desde una perspectiva socio construccionista. La muestra fue contactada en la clínica de la Universidad de La Sabana, Colombia En la primera fase se diseñaron las preguntas guía con base en las categorías deductivas. En la segunda fase se realizaron grupos focales, uno con por personas con enfermedad crónica o discapacidad y otros miembros de familias de personas en esta condición de salud. Posteriormente se aplicó una encuesta de resultados para triangulación y saturación de la información, incluyendo otros pacientes y familiares. Resultados Las personas ven como fortalezas el trabajo en equipo por parte de los profesionales, la disposición para la atención, la suficiencia en la información recibida y el uso de estrategias para enseñar procedimientos y aclarar dudas. Como dificultades comunicativas señalaron que el profesional haga presunciones pronosticas negativas o asuma actitudes de distancia o superioridad. Conclusiones En principio se muestra una actitud de aceptación con la comunicación establecida con los profesionales en familiares y pacientes; no obstante, al indagar más específicamente se explicitan los aspectos que pueden mejorar, donde la comunicación puede posibilitar una relación menos jerárquica y más colaborativa, dando espacio a los procesos emocionales.(AU)

Objective Understanding the strengths and difficulties regarding communication between healthcare workers and families and a family member suffering chronic illness or disability, from the perception of patients and families receiving healthcare services. Methods This was a qualitative, interpretative study. The psychological approach adopted was systemic, from a socio-constructionist perspective. The sample was drawn from people contacted at the Universidad de La Sabana’s clinic, Colombia. Question guidelines were based on deductive categories in the first phase; two focus groups were formed during the second phase by people suffering chronic diseases or disability and family members of people in such situation. A survey was then made using the results for data triangulation and saturation, including other patients and relatives. Results People saw professional teamwork, providing care, the sufficiency of the information received and the use of strategies for teaching procedures and answering questions as strengths. They pointed out communication difficulties, like healthcare workers making assumptions about negative prognostics and adopting superior attitudes, or lacking consistency and continuity, as well as high staff turnover. Conclusions Patients and relatives generally adopted an attitude of acceptance concerning the relationship established with healthcare workers; however, when probing more specifically, aspects to be improved were made more explicit, where communication may enable a less hierarchic and more collaborative relationship, providing a space for emotional processes.(AU)

[Patients and relatives’ perception regarding communication with healthcare professionals]. / Percepciones de pacientes y familiares sobre la comunicación con los profesionales de la salud.

OBJECTIVE: Understanding the strengths and difficulties regarding communication between healthcare workers and families and a family member suffering chronic illness or disability, from the perception of patients and families receiving healthcare services. METHODS: This was a qualitative, interpretative study. The psychological approach adopted was systemic, from a socio-constructionist perspective. The sample was drawn from people contacted at the Universidad de La Sabana’s clinic, Colombia. Question guidelines were based on deductive categories in the first phase; two focus groups were formed during the second phase by people suffering chronic diseases or disability and family members of people in such situation. A survey was then made using the results for data triangulation and saturation, including other patients and relatives. RESULTS: People saw professional teamwork, providing care, the sufficiency of the information received and the use of strategies for teaching procedures and answering questions as strengths. They pointed out communication difficulties, like healthcare workers making assumptions about negative prognostics and adopting superior attitudes, or lacking consistency and continuity, as well as high staff turnover. CONCLUSIONS: Patients and relatives generally adopted an attitude of acceptance concerning the relationship established with healthcare workers; however, when probing more specifically, aspects to be improved were made more explicit, where communication may enable a less hierarchic and more collaborative relationship, providing a space for emotional processes.