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espanolObjetivo: conocer las opiniones y vivencias de los usuarios y usuarias de un hospital universitario sobre el trato recibido por el personal durante la hospitalizacion, a traves de informantes clave y los propios sujetos de estudio. Metodo: estudio realizado mediante metodologia cualitativa, utilizando la Teoria Fundamentada segun la perspectiva de Glaser y Strauss. El estudio se llevo a cabo en el Complejo Hospitalario Universitario de Vigo (Pontevedra). Para la recogida de informacion se llevo a cabo una entrevista en profundidad, con una duracion aproximada de 60-90 min. El contenido fue registrado mediante una grabadora y transcrito literalmente. El muestreo fue intencional y se conto con la participacion de sujetos que respondian a tres perfiles diferentes: experto de la Unidad de Atencion al Usuario, expertos de asociaciones de pacientes y personas que habian estado hospitalizadas. Resultados: en total se realizaron 13 entrevistas en profundidad. Bajo la categoria nuclear denominada “trato” se identificaron cuatro grandes dimensiones: relacion personal (cinco categorias), informacion (seis categorias), ideal del compromiso profesional (13 categorias) y humanidad. Dentro del ideal de compromiso de todos los profesionales, se espera una conducta guiada por tres lineas maestras: no moralizar ni juzgar, no sentir que molestan cuando requieren cualquier intervencion de los profesionales y que sean atendidos cuando lo solicitan. Conclusiones: se puede afirmar que el termino “trato” se presenta como un constructo dinamico y complejo. Lo que supone a los profesionales sensibilidades y presupuestos morales y de conducta que, en no pocas ocasiones, se queda en un plano intangible. La “privacidad o intimidad” aparece permeada en su vertiente etica, moral y estetica por su ausencia. Le confieren gran importancia a la falta de identificacion por parte de los profesionales. EnglishObjective: to understand the opinions and experiences of male and female users of a University Hospital about the way they were treated by staff during hospitalization, through key reporters and the study subjects themselves. Method: a study conducted through qualitative methodology, using the Grounded Theory according to the perspective by Glaser and Strauss. The study was conducted at the Complejo Hospitalario Universitario de Vigo (Pontevedra). In-depth interviews with approximately 60-90 minute duration were used for collecting information. Their contents were audio recorded and literally transcribed. There was intentional sampling, and the subjects involved responded to three different profiles: expert from the Customer Care Unit, experts from patient associations, and persons who had been hospitalized. Results: overall, 13 in-depth interviews were conducted. Under the nuclear category called “treatment”, four major dimensions were identified: personal relationship (five categories), information (six categories), professional commitment ideal (13 categories) and humanity. Within the commitment ideal by all professionals, the performance expected was guided by three master lines: neither moralizing nor judgment, not feeling that they were bothering when they required any intervention by professionals, and being taken care of when they requested it. Conclusions: it can be stated that the term “treatment” is presented as a dynamic and complex construct; this assumes sensitivity and moral and behavioural suppositions in professionals that will often stay in an intangible plane. “Privacy or intimacy” appears permeated in its ethical, moral and aesthetic aspect, due to the lack of it. Major importance is assigned to lack of identification by professionals. |
