Gestión humanizada de servicios hospitalarios: Percepción de los actores responsables del servicio en Colombia

Abstract

The management of hospital services must be based on humanizing actions, with corporate principles that guarantee the dignified and fair treatment of those who need this care. This research aims to analyze the humanized management of hospital services in Colombia, from the perception of the actors responsible for the service, specifically for the admission and monitoring of patients at the Rosario Pumarejo de López hospital. The study was framed in the qualitative phenomenological paradigm, from an experiential introspective epistemological approach, supported by the ethnographic method. Participant observation and in-depth interviews with focus groups were used as data collection techniques. The information collected allowed to reveal the humanization features present in the service and the corporate principles from the perspective of the actors, based on the emerging categories: Service attributes, service quality criteria, staff values, work environment and organizational processes. It is concluded that there is inequality in the treatment of patients or users of hospital services, depending on the social stratum, nationality and family affinity; attitude contrary to bioethical decision-making and that hinders the establishment of a philanthropic work environment focused on the search for common welfare.