Communication, Public Service Communication, Nurse Patient Communicative Competence, Professional Competence
Fernandez, Dr. Leonila Román
Gonzalez, Dr. Lucio Diaz
Roman, Ma. Erick Gerardo Leyva
The relation between nurse-patient is a necessary element of health services. To identify how the patients, perceive the communicative competence during the nurse’s attention process on public health care institutions: ISSSTE, IMSS and SSA. We consider five dimensions: emotional support, professional attitude, verbal communication, non-verbal communication and proactivity. To assess each dimension, we used Lickert range and Sampieri numerical range, we also used X2 to determine if there is an association between the dimensions and the satisfaction. Results: Non-verbal communication showed the lowest level off user satisfaction on the three institutions with 42%. The other four dimensions were assessed of Good by the 57.5% of the sample. Even though the results are positive we dim them to be insufficient to call our “attention of quality”. We also obtained as a result that the five dimensions off communicative competence are associated with the satisfaction level of three institutions users with a significance level of 5%.