Resumo

VELAZQUEZ GONZALEZ, Rosario; FLORES CARABALLO, Jesús María; PICALLOS CONDE, María Dolores  e  ACOSTA MOSQUERA, María Eugenia. Quality of care perceived by parents in an infant and Paediatric Hemato-Oncological Unit. Index Enferm [online]. 2010, vol.19, n.1, pp.34-36. ISSN 1699-5988.

Objective: To evaluate the quality of care given in the Infant and Hemato-Oncological Unit at Virgen Macarena Hospital, from parents' perspective, and to know their satisfaction with nursing care. Methods: Descriptive transversal study. By means of a systematic random sample, 138 parents were selected. An inquiry was used. It consisted on: a registry of sociodemographic and clinic variables, 44 items to measure SERVQUAL model quality dimensions, and one item to measure satisfaction with nursing care. A descriptive analysis of all the variables in study was done, and to determine the relation between the variable satisfaction and SERVQUAL model dimensions, Pearson's correlations coefficient was calculated, for a value of p<0,01. SPSS 12.0 program was used. Results: Within a scale from 0 to 4, SERVQUAL model dimensions obtained the following scores: security 2.44 (DT=.43), empathy 2.49 (DT=.45), assurance 3.43 (DT=.58), responsiveness 2.57 (DT=.45), and tangibles 2.63 (DT=.26). Satisfaction with nursing care, within a scale form 1 to 10, it obtained a mean of 8.51 (DT=1.31). Also, statistical differences were found between the variable satisfaction and all SERVQUAL model dimensions. Conclusions: Parents had high levels of satisfaction with nursing care, highlighting nurses' humanity, kindness, and professional qualification. Information was appropriated from admittance to hospital discharge. Nevertheless, some modifications in furniture are necessary, in order to make parents' stay more comfortable.

Palavras-chave : Quality of health care; Nursing; Paediatrics; Parents.