Evaluación de la estrategia de comunicación entre el binomio paciente - familia en el área de aislamiento respiratorio en el servicio de urgencias de una institución hospitalaria de cuarto nivel en Bogotá durante el segundo semestre del año 2021

Abstract

La pandemia del Covid 19 obligó a la sociedad, pero en especial a los servicios de salud, a generar cambios que se adaptarán a la nueva situación, que nos protegieran y que controlaran la expansión de este nuevo virus. Adaptarnos a estos cambios no fue nada fácil, pero las nuevas tecnologías que por años hemos usado y que han avanzado con la sociedad fueron parte crucial para promover esta adaptación, además fueron de gran utilidad para los servicios de salud que además de encontrarse colapsados tenían un sin fin de pacientes aislados de sus familias afrontando procesos totalmente nuevos para ellos en donde la incertidumbre y el miedo se hacían más fuertes. La Cardio, como una institución referente a nivel nacional e internacional, no dio espera a generar estos cambios que tendrían impacto en el bienestar de sus pacientes y en la humanización del cuidado y los servicios que estaban prestando. Por esto, implementaron un sistema de videollamadas con las cuales el paciente bajo aislamiento respiratorio por Covid 19 podía tener contacto con su familia en diferentes áreas de la institución, particularmente en el área de urgencias.

Introduction: The Covid 19 forced society, but especially the health services, to generate changes that will adapt to the new situation, protect us and control the spread of this new virus. Adapting to these changes was not easy at all, but the new technologies that we have used for years and that have advanced with society were a crucial part to promote this adaptation, they were also very useful for the health services that, in addition to being collapsed, had a endless patients isolated from their families facing totally new processes for them where uncertainty and fear became stronger. La Cardio, as a national and international benchmark institution, did not wait to generate these changes that would have an impact on the well-being of its patients and on the humanization of the care and services they were providing. For this reason, they implemented a video call system with which the patient under respiratory isolation due to Covid 19 could have contact with his family in different areas of the institution, particularly in the emergency area. Objective: To evaluate the communication strategy between the patient and his family in the respiratory isolation area in the emergency department. Methodology: It was carried out in three phases, where in the first place the strategy was identified by investigating the institutional information system in conjunction with the patient's experience group, the information found and registered in the strategy was consolidated in an infographic, later it was implemented a survey applied to the professional and auxiliary nursing staff of the emergency service with emphasis in the knowledge about the communication strategy implemented by La Cardio, finally another survey was evaluated to the patient and his family to determine the grade of satisfaction and how informed they are about the communication strategy. Results: A total of 64 collaborators were evaluated, it was evidenced that 79.9% of the nursing team knows and applies the communication strategy and that also 96.9% consider its important. On the other hand, a total of 7 patients in respiratory isolation and 8 relatives under respiratory isolation in the emergency department were evaluated. This survey shows that 50% consider that this strategy favors adaptation to the new situation and 40% are satisfied with it. Conclusions: The communication strategy implemented by La Cardio contributes to the improvement of the communication process between the patient and his family during respiratory isolation, and also favors their adaptation.