Perception of humanized care behaviors among 3rd and 4th level of care hospitalized users in a health institution Percepción de los comportamientos de cuidado humanizado en los usuarios hospitalizados en una institución de salud de 3° y 4° nivel de atención

Abstract

Objective:to describe the degree of perceived behaviors of nursing care with 3^rd and 4^th level of care hospitalized users in a health institution. Materials and Methods: quantitative Research descriptive type with cross sectional approach, the sample consisted of 269 hospitalized users in the institution that met the inclusion criteria. The instrument used was the Perception of Behaviors of Humanized Nursing second version. Results: 72% of the hospitalized patients perceived as excellent humanized care behaviors, referring to have greater satisfaction with care provided by nursing staff belonging to the feeling of the patient, physical support, prioritizing the cared being prioritization and qualities of nurses practice. These categories were rated highly by the target population while the providing care, emotional support and empathy had the lowest rating values. Conclusions: the study reveals that users appreciate the actions of attention, affection, guidance and listening received by nursing staff, because they were the actions with the highest percentage obtained; However, despite the perceived satisfaction, it is necessary to improve the support provided to them at critical moments which it is not done because of the workload that demands the nursing staff, and this way to improve the  quality of giving care. 

Keywords: Quality of health care, nursing, humanization of care, patient satisfaction.