Patient Satisfaction-Dissatisfaction Regarding the Medical Care Received in Medium Complexity Hospitals in Antioquia: a Dialectical Relationship

Abstract

Introduction. The satisfaction-dissatisfaction construct has been insufficiently studied. Objective. Explore the tension categories within the construct “satisfactiondissatisfaction” regarding services of medical care from the perspective of patients. Method. Hermeneutical research that used Grounded Theory. Users of outpatient medical services, hospitalization and emergencies, in medium complexity hospitals in Antioquia. There were 21 semi-structured interviews, with open questions that were modified according to progress of the systematic, interactive and iterative analysis of the methodology that included open, axial coding and selective. Results. Four categories emerged that coexist and interact within the framework of the act medical and through the law of unity, identity and the struggle of opposites explains the existing tension between satisfaction-dissatisfaction: the affective aspect referred to treatment offered by the doctor; the cognitive related with the explanatory capacity of the professional; the ethical religious referring to respect for the beliefs of the patient, and the final result of the treatment and attention. Discussion. Once the patients confronted previous expectations with the care received, a concept was constructed that expresses confusing nuances, both positive and negative, and can both sensations being present in the same moment as a result of attention. Conclusion. The service satisfaction-dissatisfaction construct health is understood in its complexity and depth scope in dialectical perspective, since it is not about two opposite and exclusive points, but they can be express simultaneously after attention.