Abstract

MALAVE, Lalena. Characterization of the informative and communicative attention to the external user of the Central Hospital of Maracay, Aragua, 2005. Comunidad y Salud [online]. 2009, vol.7, n.2, pp.10-20. ISSN 1690-3293.

This investigation characterizes the informative and communicative attention directed to the external user of the Central Hospital of Maracay in the Aragua state, 2005. The investigator carried out a descriptive study with a field design and the population corresponded to these users, while the sample selected intentionally belonged to 40 users who went to this center in the week from 10th to October 15th. The techniques which were used to gather the data were the structured interview and the direct not structured observation. The analysis of the data revealed that the external users were people in active age (18 to 59 years); with preponderance of feminine sex (67,5%); the instruction grade with more representation belonged to users who didn't finish the high school (37,5%); the labor predominant situation corresponds to employees (50%) and the reported residence places were Aragua (82,5%) and Carabobo (10%). The external users classified as companions of the patient (90%) who don't frequently visit the hospital (72,5%); the type of application was to visit a relative (30%) and to locate a service (15%) and they ignore the place where they can ask for information (37,5). The treatment of the watchmen of the center was classified as kind (45%) and changing (22,5%); the user doesn't have knowledge about the place to which he or she can go to make a birdcall (52,5%); the major suggestion was that the hospital should improve the attention to the user, particularly on the part of the watching staff (35%). Also 65 % of the external users arrived to the place which they looked for using the signaling. The investigator concluded about the necessity to standardize protocols of attention to the external user of the hospital, to improve the actions of the Office of Attention to the User and the placement of signaling which explains to the users in detail the hospital norms and the place where they can go and ask for information.

Keywords : Information; communication; external user; hospital center.

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