Herazo Hoyos, Cesar AugustoCogollo Pérez, Diana Carolina2022-03-182022-03-182022-03-17https://repositorio.unicordoba.edu.co/handle/ucordoba/4985During the business practice at the ESE Hospital San José de San Bernardo del Viento, it was possible to show that there was often a bad organizational climate that therefore affects the efficiency in carrying out activities and the fulfillment of individual objectives. , group and organizational, for which a diagnosis was made and it was possible to identify that this problem originated due to the lack of communication between the institution's staff and those who receive the services, for which this situation led to the objective of develop a protocol for the adequate process of communication between the people who interact during the care of the patients of the ESE Hospital San José. The methodology was based on conducting a descriptive study with a qualitative approach, the study population was made up of people who are part of the service provision at the ESE Hospital San José de San Bernardo del Viento in Córdoba, made up of Doctors, Nurses, Users and administrative staff. The type of sampling was non-probabilistic by snowball, from which two participants from the SIAU management area were obtained, the inductive method was taken into account. The results indicate that communication must be clear in such a way that there are no doubts about the procedure to be carried out and it will not lead to confusion at the surgical moment and the patient's ideas about his pathology, since information is the barrier that will allow that there are no confusions regarding the procedures to be carried out. As a conclusion, it is stated that to achieve mastery of linguistic skills, certain levels of expressive-comprehensive knowledge are required, that is, it is as important to communicate as to be understood; This is where the importance of the process of 15 continuous training and training in the different care services lies. Involving the patient and her caregivers in the care processes with sufficient information and understanding can be one of the most effective barriers.INTRODUCCIÓN ................................................................................................................... 161. OBJETIVOS .................................................................................................................... 181.1 OBJETIVO GENERAL ................................................................................................. 181.2 OBJETIVOS ESPECÍFICOS ....................................................................................... 182. PRESENTACIÓN DE LA EMPRESA ........................................................................ 192.1 RESEÑA HISTÓRICA DE LA INSTITUCIÓN ....................................................... 192.2 PLATAFORMA ESTRATÉGICA............................................................................... 192.1.1 MISIÓN .................................................................................................................... 192.1.2 VISIÓN ..................................................................................................................... 202.1.3 PRINCIPIOS Y VALORES .................................................................................. 202.3 ESTRUCTURA ORGÁNICA DE LA INSTITUCIÓN ............................................ 212.4 PORTAFOLIO DE SERVICIOS ................................................................................. 223. DESCRIPCIÓN DE LAS ACTIVIDADES A DESARROLLAR ........................... 244. MARCO REFERENCIAL ............................................................................................ 264.1 MARCO LEGAL ............................................................................................................ 264.2 MARCO CONCEPTUAL ............................................................................................. 274.3 MARCO TEÓRICO ....................................................................................................... 285. METODOLOGÍA ........................................................................................................... 325.1 TIPO DE ESTUDIO ....................................................................................................... 325.2 ESCENARIO DE ESTUDIO ........................................................................................ 325.3 POBLACIÓN, TIPO DE MUESTREO Y CÁLCULO DEL TAMAÑO DE LA MUESTRA ............................................................................................................................... 325.4 MÉTODOS E INSTRUMENTOS DE RECOLECCIÓN DE DATOS .................. 335.5 PROCEDIMIENTO PARA LA RECOLECCIÓN DE INFORMACIÓN ............ 335.6 PLAN PARA LA TABULACIÓN Y ANÁLISIS DE DATOS ................................. 335.7 ASPECTOS ÉTICOS Y LEGISLATIVOS ................................................................ 336. RESULTADOS Y DISCUSIÓN ................................................................................... 356.1 IDENTIFICACIÓN DE LAS BARRERAS Y DEFENSAS DE SEGURIDAD PARA PREVENIR LOS PROBLEMAS DE COMUNICACIÓN ENTRE LAS PERSONAS QUE INTERACTÚAN DURANTE LA ATENCIÓN A LOS PACIENTES ............................................................................................................................ 356.2 IDENTIFICACIÓN DE LOS ERRORES O FALLAS EN LA ATENCIÓN AL USUARIO QUE SE PRESENTAN POR PROBLEMAS DE COMUNICACIÓN ENTRE LAS PERSONAS QUE PARTICIPAN EN EL PROCESO DE ATENCIÓN A LOS PACIENTES ................................................................................................................... 366.3 DISEÑO DE ACCIONES ADMINISTRATIVAS Y POLÍTICAS QUE FAVOREZCAN LA CREACIÓN DE UNA CULTURA INSTITUCIONAL QUE VELE POR LA PREVENCIÓN DE LOS PROBLEMAS DE COMUNICACIÓN ENTRE LAS PERSONAS QUE INTERACTÚAN DURANTE LA ATENCIÓN A LOS PACIENTES. .................................................................................................................. 377. CONCLUSIONES .......................................................................................................... 438. RECOMENDACIONES ................................................................................................ 45REFERENCIAS BIBLIOGRÁFICAS ................................................................................. 46ANEXOS ................................................................................................................................... 48application/pdfspaCopyright Universidad de Córdoba, 2022Trabajo de grado - Pregradoinfo:eu-repo/semantics/openAccessAtribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)ProtocoloComunicación,CuidadoresEnfoque diferencialUsuariosProtocolCommunicationCaregiversDifferential approachUsers