Organizational climate, job satisfaction and burnout in the administrative staff at the Daniel Alcides Carrión National University / Clima organizacional, satisfacción laboral y burnout en el personal administrativo en la universidad nacional daniel alcides carrión

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ABSTRACT Objective: To determine the correlation between the organizational climate, job satisfaction and burnout in the administrative staff of the Daniel Alcides Carrión National University. Methodology: The research was designed as a quantitative study applied with a correlational approach. A cross-sectional non-experimental design was used, since the measurements of the variables were made at a single time. The study population corresponded to a total of430 employees of the Daniel Alcides Carrión National University, which is why a simple random sampling was applied, with a confidence level of 95 % and a margin of error of 5 %, which allowed to determine a sample of 157 employees. For data collection, the survey technique was applied, therefore, three questionnaires were designed as instruments, one for each variable, with a Likert-type response scale. In the case of the Organizational Climate variable, this was based on three dimensions, namely: a) Recognition, b) Teamwork and c) Innovation, which helped to configure a total of 15 items to be evaluated. For the Job Satisfaction variable, it was based on three dimensions, which were: a) Job satisfaction, b) Satisfaction with remuneration and c) Satisfaction with the physical environment, constituting in turn 15 items to be evaluated, while for the Burnout variable, three dimensions were considered: a) Personal exhaustion, b) Depersonalization and c) Demotivation, for a total of 15 items to be evaluated. The questionnaires were subjected to a validity process according to the opinion of experts, who considered that they were suitable in their construction for application, in addition a pilot test was applied with a sample of 85participants, who were not part of the one included in the study, which allowed to determine that these instruments had an internal consistency of Cronbachs Alpha of0.97, 0.95 and 0.89 for the organizational climate, job satisfaction and burnout variables respectively. The data were systematized in an Excel spreadsheet to perform the descriptive statistical analysis, using measures of central tendency to check the frequency and behavior of the variables. Then, the SPSS version 22 program was used to perform inferential statistical calculations. the distribution of the normality of the data was statistically verified using the Kolmogorov-Smirnov test, since the number of the sample was greater than fifty. For the determination of the correlation between the variables, the Spearman rank correlation coefficient was used, because the sample presented a non-normal distribution. The significance of the correlation was established by a level of p<0.05 for hypothesis testing. Results: The results showed that between the Organizational climate variable and the Recognition dimension there is an average level of satisfaction (61.14 %), 35.67 % showed a high level of satisfaction and 3.19 % a very high level of satisfaction. Between the Organizational climate and the Teamwork dimension, a result of 2.23 was obtained, which indicates a perception that there is good teamwork. Regarding the Organizational climate and Innovation, it was found that 52.23 % of employees almost alwaysfeel stimulated to innovate, 33.12 % always feel motivated to innovate and 14.6 5 % sometimes feel that motivation. With respect to the variable Job Satisfaction and the dimension satisfaction with work, it was obtained that 60.5 % feel indifferent with respect to job satisfaction and 39.5 % are satisfied. For the Satisfaction with Remuneration dimension, 36.4 % of employees feel indifferent about their remuneration, 39.8 % feel satisfied and 13.1 % feel very satisfied with their remuneration. Regarding the dimension Satisfaction with the physical environment, 38.8 % declared themselves indifferent with respect to this dimension, 23.2 %o feel satisfied and 0.8 % of the samplefeel very satisfied with the physical environment. With respect to the Burnout variable and the Personal exhaustion dimension, 47.13 % of the employees presented a high level of personal burnout, 33.12 % revealed to have an average level of burnout and 19.75% showed a very high level of burnout. As for the aspect of Depersonalization, the results showed that the majority represented by 85.35% has a very high level of depersonalization, only 0.64 % presented a high level of depersonalization and 14.01 % presented an average level of depersonalization. As for the Demotivation dimension, it was obtained that 30.57 % of employees showed an average level of demotivation, while 69.43 % of workers showed a high level. Finally, the results revealed a positive and significant correlation (Spearman's Rho = 0.299) between organizational climate and job satisfaction. Likewise, a weak negative correlation (-0.153) was observed between organizational climate and burnout. In relation to the organizational climate and burnout variables, a weak negative correlation was observed with a coefficient of-0.153. While for the variables job satisfaction and burnout, a correlation coefficient of-0.024 was observed very close to zero. Conclusion: There is a positive and significant correlation between organizational climate and job satisfaction, and a negative and significant correlation between organizational climate and burnout, suggesting that a better organizational climate is associated with higher satisfaction and lower burnout in workers. This relationship highlights the importance of promoting a positive and conducive work environment to improve the job satisfaction of administrative staff. The need to focus on recognition as an essential component to promote greater job satisfaction is highlighted, it is also observed that teamwork and innovation are key aspects that contribute to the favorable organizational climate at the university. These conclusions emphasize the importance of implementing policies and practices that promote recognition, teamwork and the promotion of innovation as strategies to improve job satisfaction and prevent burnout in administrative staff. It is also highlighted that at higher levels of organizational climate, lower levels of administrative staff are observed, which is why it is important to create a healthy work environment and support the emotional well-being of employees to prevent job burnout. Ultimately, the relationship between organizational climate, job satisfaction and burnout are a multidimensional dynamic that requires a holistic approach. By continuing to research and apply effective approaches to improving the work climate, organizations can cultivate an environment where employees feel valued, motivated, and able to contribute meaningfully. Doingso will not only benefit the workers and the organization, but also set a higher standardfor well-being in the overall work environment.

Space Analysis of School Violence in the Educational Setting of Peru, 2019.

BACKGROUND: Schools are increasingly experiencing physical, psychological, and sexual violence, which impacts students' academic achievement and physical and emotional health. Our objective was to identify regional prevalence rates, average prevalence by aggressor type, and provincial spatial conglomerates with higher rates for each type of school violence reported in educational settings in Peru during 2019. METHODS: An analysis was made of 12,132 cases reported through Peru's Specialized School Violence System (SíseVe). The Moran indices were calculated using provincial prevalence rates to identify conglomerates with high prevalence. RESULTS: In the coast region, the Department of Tacna reported the highest prevalence rates for physical (99.7) and psychological (107); the Department of Amazonas, which is in the jungle, reported the highest prevalence rate for sexual violence (74.6), with teachers in public schools accounting for the majority of sexual assaults against students (56%). CONCLUSIONS: Sexual violence predominated in the jungle zone, with a significant percentage of teachers participating in violence with sexual connotations. Physical and psychological violence prevailed in the coastal region.

Emotional State of Teachers and University Administrative Staff in the Return to Face-to-Face Mode.

Social distancing and security measures have contained the spread of the COVID-19 pandemic. Despite this, the return to face-to-face activities is necessary for specific companies, and some higher education institutions have already done so. The various disorders that this new reality could generate have motivated the present study, which aims to analyze the emotional state of teachers and administrative staff. The instrument used was the abbreviated depression, anxiety, and stress scale (DASS-21), with an internal consistency index of 0.87. The methodology was based on applying a survey to 202 participants from Quito, Ecuador. The sample consisted of 97 men and 105 women aged between 23 and 59 years. A quantitative and cross-sectional design was used in this research. The results show that 40.1% of the respondents presented anxiety, 36.63% depression, and 38.61% stress between mild and highly severe categories. Additionally, when analyzing the depression, anxiety, and stress levels compared to productivity variables, we found that five disorders, i.e., fear, anxiety, over reactivity, skeletal muscle effects, and dysphoria, directly affect productivity variables, such as performing simple tasks, performing difficult tasks, the number of products made, and the number of products rejected. Thus, returning to face-to-face mode has affected the emotional state of many people, showing differences according to the job position, with anxiety being the highest self-identified incidence rate.

Relación del estrés laboral con la satisfacción del personal administrativo del Hospital General Riobamba / Relationship between job stress and job satisfaction of the administrative staff of the General Hospital Riobamba

RESUMEN Introducción: el estrés laboral es considerado la enfermedad del siglo XXI. Incide en la satisfacción laboral, que es importante en el desempeño del trabajador. La COVID-19 afecta el ámbito laboral de los trabajadores de la salud -incluido el personal administrativo-, por lo que resulta meritorio estudiar esta población. Objetivo: determinar la relación entre el estrés y la satisfacción laboral del personal administrativo del Hospital General Riobamba, de Ecuador, durante la pandemia de COVID-19. Materiales y métodos: se realizó un estudio transversal, correlacional y descriptivo en el personal administrativo que trabajó durante la pandemia de la COVID-19. Se aplicaron dos cuestionarios: el "Cuestionario sobre estrés laboral de la Organización Internacional del Trabajo y la Organización Mundial de la Salud", y el "Cuestionario de satisfacción laboral S20/23". Resultados: el 76 % de la población estudiada presentó un bajo nivel de estrés, pero se encontró una relación representativa entre los diferentes estresores y la variable nominal del área de trabajo. No hubo relación en el análisis de configuración entre el estrés y la satisfacción laboral; lo que se encontró fueron inferencias entre los diferentes factores de ambos cuestionarios. No existió una relación estadísticamente significativa entre el estrés y la satisfacción laboral. Conclusiones: se evidenció que estresores como el clima organizacional, el territorio organizacional y la influencia del líder, aumentaron la probabilidad de afectar la satisfacción particular y los beneficios recibidos en el personal administrativo.

ABSTRACT Introduction: jobal stress is considered the disease of the 21st century. It strikes on the job satisfaction that is important in the performance of the worker. COVID-19 affects the working environment of the health care workers-including the administrative staff-therefore it is worthy to study this population. Objective: to determine the relationship between stress and jobnal satisfaction of the administrative staff of the General Hospital Riobamba, of Ecuador, during the COVID-19 pandemic. Materials and methods: a cross-sectional, correlational and descriptive study of the administrative staff that worked during the COVID-19 pandemic was carried out. Two questionnaires were applied: ILO-WHO Job stress questionnaire and the Job satisfaction questionnaire S20/23. Results: 76 % of the studied population presented a low stress level, but a representative relationship was found between the different stressors and the nominal variable of the work area. There was no relationship in the configuration analysis between stress and job satisfaction; what was found were inferences between the different factors of both questionnaires. There was no statistically significant relationship between stress and job satisfaction. Conclusion: it was found that stressors such as organizational climate, organizational territory and leader's influence increased the probability of affecting individual satisfaction and benefits received in the administrative staff.

Desenho do trabalho: caracterização do fenômeno e análise de suas relações / Work Design: characterization of the phenomenon and analysis of its relationships / Diseño del trabajo: caracterización del fenómeno y análisis de las relaciones

O objetivo do presente estudo foi caracterizar a organização do trabalho em uma instituição universitária pública de nível superior do Nordeste, explorando-se as relações entre as diferentes dimensões e subdimensões do modelo proposto por Morgeson e Humphrey. Trata-se de um estudo quantitativo de corte transversal no qual participaram 691 servidores públicos. Utilizou-se a versão do Work Design Questionnaire (WDQ) em processo de validação para o contexto brasileiro. Foram conduzidas análises descritivas (média, desvio-padrão e distribuição de frequência) e inferenciais (correlações de Pearson e teste t de Student). Os resultados revelaram um desenho do trabalho que articula níveis ricos de escopo das tarefas e uso do conhecimento com condições contextuais mais precárias. Por se tratar do primeiro estudo utilizando o modelo de Morgenson e Humphrey no Brasil, são necessárias novas pesquisas para ampliar a compreensão de como o trabalho é organizado no País e em ambientes singulares como são as universidades.

The objective of this study was to characterize the organization of work in a public university of higher education in Northeastern Brazil, exploring the relationships between the different dimensions and subdimensions of the model proposed by Morgeson and Humphrey. In total, 691 technical-administrative staff participated in this cross-sectional, quantitative study. The WDQ (Work Design Questionnaire) version in the process of validation in Brazil was used. Descriptive (mean, standard deviation, and frequency distribution) and inferential (Pearson's correlation and Student's t-test) analyses were conducted. The results revealed a work design that links richer levels of task scope and use of knowledge with more precarious contextual conditions. Since this is the first study using the Morgeson and Humphrey model in Brazil and at this institution, further research is needed to broaden the understanding of how work is organized in singular institutions such as universities.

El objetivo del presente estudio es caracterizar la organización del trabajo en una institución universitaria pública del Nordeste, explorando las relaciones entre las diferentes dimensiones y subdimensiones del modelo propuesto por Morgeson y Humphrey. Se trata de un estudio de corte transversal, cuantitativo, en que participaron 691 funcionarios. Se utilizó la versión del Work Design Questionnaire (WDQ), que se encontra en proceso de validación para el contexto brasileño. Se realizaron análisis descriptivos (media, desviación estándar y distribución de frecuencia) e inferenciales (correlaciones de Pearson y Prueba T de Student). Los resultados revelaron un diseño del trabajo que articula niveles ricos de alcance de las tareas y uso del conocimiento con condiciones contextuales más precarias. Por tratarse del primer estudio utilizando el modelo de Morgenson y Humphrey en Brasil-, son necesarias nuevas investigaciones para ampliar la comprensión de cómo el trabajo está organizado en el país y en ambientes singulares como son las universidades.

Impacto da cultura organizacional no desequilíbrio entre esforço-recompensa no trabalho em uma universidade pública federal / Impact of organizational culture on effort-reward imbalance at work at a federal public university / Impacto de la cultura organizacional en el desequilibrio entre esfuerzo-recompensa en el trabajo en una universidad pública federal

Este estudo investigou o papel da cultura organizacional (CO) em relação ao desequilíbrio entre esforço-recompensa no trabalho em servidores públicos do ensino superior. Foi realizado estudo quantitativo em uma amostra de 302 técnico-administrativos de uma universidade federal. Foram utilizados o Instrumento Brasileiro para Avaliação da Cultura Organizacional (IBACO) e o Questionário de Desequilíbrio entre Esforço-Recompensa no Trabalho (Effort-Reward Imbalance - ERI). Fatores da CO (profissionalismo cooperativo, satisfação e bem-estar, integração externa, recompensa e treinamento e promoção do relacionamento interpessoal) apresentaram médias significativamente menores no grupo de servidores expostos ao ERI. Na regressão logística, o modelo preditivo da CO, pelo fator satisfação e bem-estar, explicou 42,9% do ERI. Os resultados encontrados fornecem subsídios empíricos da CO na composição dos riscos à exposição ao estresse ocupacional e indicam sua importância nas ações de promoção, prevenção e intervenção.

This study investigated the role of organizational culture (OC) in relation to effort-reward imbalance at work among public servants in higher education. The study used the quantitative method in a sample of 302 technical-administrative workers at a federal university. The following tools were applied: the Brazilian Instrument for Assessment of Organizational Culture (IBACO), and the Effort-Reward Imbalance (ERI) at Work Questionnaire. OC factors (cooperative professionalism, satisfaction and well-being, external integration, reward and training, and promotion of interpersonal relationship) presented significantly lower averages in the group of workers classified as exposed to ERI. In logistic regression analysis, the predictive model of OC, for the satisfaction and well-being factor, explained 42.9% of ERI. These findings provide empirical support for OC's importance with respect to the risk of exposure to occupational stress, as suggest its importance for future actions of promotion, prevention, and intervention.

Este estudio investigó el papel de la cultura organizacional (CO) con relación al desequilibrio entre esfuerzo-recompensa en el trabajo en servidores públicos de la enseñanza superior. Se utilizó el método cuantitativo con un muestreo de 302 técnico-administrativos de la universidad federal. Los instrumentos utilizados fueron: Instrumento Brasileño para Evaluación de la Cultura Organizacional (IBACO) y Cuestionario de Desequilibrio entre Esfuerzo-Recompensa en el trabajo (Effort-Reward Imbalance - ERI). Factores de la CO (profesionalismo cooperativo, satisfacción y bienestar, integración externa, recompensa y entrenamiento y promoción de la relación interpersonal) presentaron, significativamente, menores porcentajes en el grupo de servidores clasificados como expuestos al ERI. En la regresión logística, el modelo predictivo de la CO, por el factor satisfacción y bienestar, explicó 42,9% del ERI. Los resultados proporcionan subsidios empíricos acerca de la CO sobre el riesgo de exposición al estrés ocupacional y indican su importância em acciones de promoción, prevención e intervención.

Satisfacción laboral y su relación con el clima organizacional en funcionarios de una universidad estatal chilena / Work satisfaction and its relation with the organizational climate in officials of a Chilean state university

OBJETIVO: Determinar la relación entre satisfacción laboral y clima organizacional de docentes y administrativos de una institución de educación superior de la comuna de Chillán-Chile. MÉTODO: Estudio cuantitativo, correlacional, en 166 trabajadores. Se aplicó el Cuestionario de Satisfacción Laboral S20/23, el Instrumento para Clima Organizacional y un cuestionario para identificar antecedentes sociodemográficos y laborales de los participantes. RESULTADOS: Un 95% de los docentes y un 90,6% de los administrativos refirieron sentirse satisfechos labo ralmente. Un 80% de los docentes y un 72,7% de los administrativos manifestaron percibir un alto nivel de clima organizacional o ambiente de trabajo. Los funcionarios más satisfechos y que perciben un más alto nivel de clima organizacional son aquellos que tienen entre 15 a 29 años de antigüedad en la universidad y los que traba jan menos de 40 horas semanales. Los que tienen contrato de titular se encuentran más satisfechos laboralmente y los a contrata perciben un nivel de clima organizacional más alto. La correlación entre los puntajes globales de clima organizacional y satisfacción laboral fue estadísticamente significativa, tanto en docentes (r = 0,523; p < 0,001) y administrativos (r = 0,468; p < 0,001). CONCLUSIÓN: La percepción de un clima organizacional alto se asocia a un mayor nivel de satisfac ción laboral de docentes y administrativos.

OBJECTIVE: To determine the relationship between job satisfaction and the organizational climate of teachers and administrators of an insti tution of higher education in the commune of Chillán-Chile. METHOD: A quantitative, correlational study of 166 workers. The Labor Satisfaction Questionnaire S20 / 23, the Organizational Climate Instrument and a questionnaire were used to identify the sociodemographic and labor background of the participants. RESULTS: 95% of the teachers and 90,6% of the administrators said they felt satisfied with their work. 80% of the teachers and 72,7% of the administrative staff showed a high level of organizational climate or work environment. The most satisfied and highest-perceived employees are those who are between 15 and 29 years of age at university and those who work less than 40 hours a week. Those who have a contract are more satisfied and the contractor perceives a higher level of organizational climate. The correlation between the overall organizational climate and work satisfaction scores was statistically significant in both teachers (r = 0,523, p <0,001) and administrative (r = 0,468, p <0,001). CONCLUSION: The perception of a high organizational climate is associated to a higher level of job sat isfaction of teachers and administrators.

Factores de riesgos psicosociales extralaborales en personal administrativo universitario / Factors of psycho-social extra-work risks in university administrative staff

ResumenIntroducción.La presente investigación tuvo como objetivo caracterizar los factores de riesgo psicosociales extralaborales del personal administrativo de la Corporación Universidad de la Costa - CUC y la determinación de su nivel de estrés.Método. A partir de un censo se determinó la población, formada por 227 trabajadores. Es una investigación de campo, descriptiva, transaccional, de diseño no experimental. En la recolección de información se aplicó los instrumentos para la evaluación de factores de riesgos psicosociales, emitida reglamentariamente por el Ministerio de Protección Social de Colombia.Resultados. Se evidenciaron los principales factores de este tipo de riesgo, así como su nivel de estrés, presentes en los trabajadores administrativos de la institución, que demuestran que 68 trabajadores sumaron los niveles de estrés en las categorías muy alto y alto, 76 sujetos agruparon a los niveles medio y bajo, mientras que los 83 restantes, presentaron riesgo muy bajo.Conclusión. En primer lugar, prevalece el factor de riesgo “desplazamiento vivienda-trabajo-vivienda”, en segundo la “situación económica del grupo familiar” y, en tercer lugar, las “características de la vivienda y su entorno”. Existe una considerable alarma para el sostenimiento de la buena salud laboral del personal administrativo de la universidad, cuando los estamentos nacionales estiman que a partir de la categoría de nivel de estrés bajo, se deben acometer intervenciones especiales y cuando se elevan a partir del nivel medio se comprometen valores epidemiológicos de la salud pública de la nación.

AbstractIntroduction. This study aimed to characterize the psychosocial risk by outside working factors of administrative staff of the University Corporation of the Coast - CUC and the determination of their level of stress.Method. From a census was determined the population, which was formed by 227 workers. It is a research, descriptive, transactional with non-experimental design. The collection of information used instruments for the evaluation of factors of psychosocial risks, that it is regulations of the Ministry of Social protection of Colombia.Results. It showed the main factors of this type of risk, as well as your stress level, present in the administrative employees of the institution, showing that 68 workers joined in the categories high and high stress levels, 76 subjects were grouped by levels the medium and low, while the remaining 83, had very low risk.Conclusion. Firstly, prevailed the risk factor about "transportation of home - work - home", the second factor "Economic situation of the family group", and thirdly the "characteristics of the dwelling and its surroundings". There is a considerable alarm for the maintenance of the good health of the administrative staff of the University, when the levels stress are in the category of stress low and it need should undertake special interventions and with the rising from the middle level undertake epidemiological values of the nation's public health.

ResumoIntrodução. A presente investigação teve como objetivo caracterizar os fatores de risco psicosociais externos ao trabalho do pessoal administrativo da Corporação Universidade da Costa - CUC e a determinação de seu nível de estresse.Método. A partir de um censo se determinou a população, formada por 227 trabalhadores. É uma investigação de campo, descritiva, transacional, de desenho não experimental. Na recoleta de informação se aplicaram os instrumentos para a avaliação de fatores de riscos psicosociais, emitida regulamentariamente pelo Ministério de Proteção Social da Colômbia.Resultado. Foram evidenciados os principais fatores deste tipo de risco, assim como o nível de estresse presentes nos trabalhadores administrativos da instituição, que demonstram que 68 trabalhadores somaram os níveis de estresse nas categorias muito alto e alto, 76 sujeitos agruparam aos níveis médio e baixo, enquanto que os 83 restantes, apresentaram risco muito baixo.Conclusão. Em primeiro lugar, prevalece o fator de risco “deslocamento moradia-trabalho-moradia”, em segundo a “situação econômica do grupo familiar” e, em terceiro lugar, as “características da moradia e seu entorno”. Existe um considerável alarmante para sustentar a boa saúde no trabalho do pessoal administrativo da universidade, quando os estamentos nacionais estimam que a partir da categoria de nível de estresse baixo, se devem realizar intervenções especiais e quando se elevam a partir do nível médio se comprometem valores epidemiológicos da saúde pública da nação.

Efectividad del uso del mate de coca en la reducción del estrés laboral en administrativos de una universidad

Objetivo: Evaluar la efectividad del uso del mate de coca en la reducción del estrés laboral en administrativos de una universidad y determinar sus principales características sociodemográficas. Material y métodos: Se aplicó el cuestionario para la detección del estrés laboral de la OIT /OMS a dos grupos de trabajadores, experimental (10) y control (10), empleando randomización simple. Se hizo un experimento cruzado en 31 días, utilizando mate de coca yagua para cada grupo. Se utilizó el análisis de Wilcoxon para comparar los grupos antes y después, y la prueba U de Mann Whitnney para comparar los grupos experimental y control. Resultados: Se encontró disminución en el puntaje de estrés laboral en el grupo que usó mate de coca (de 71,2 a 68,6), pero no fue estadísticamente significativo (p > 0,05). Las características de los administrativos con estrés laboral fueron: 55%, de sexo femenino; el 60% tuvo un tiempo de servicio mayor o igual a 5 años; el 90% trabajó más de 8 horas al día; el25% realizaba meditación y 60% realizaba actividad física. Conclusiones: El mate de coca no es efectivo en la reducción del estrés laboral. Se necesitan más estudios al respecto. Se recomienda fomentar la salud mental en el trabajo, utilizando intervenciones y desarrollando guías para la reducción del estrés laboral.

Objetive: To evaluate the effectiveness of coca tea to reduce work stress in the administrative staff in a university. Material and methods: The questionnaire for the detection of work stress of the ILO / WHO was applied to two groups of workers, experimental (10) and control (10) using a simple randomization. A cross over experiment was done in 31 days using coca tea and water for each group. Wilcoxon analysis was used to compare groups befo re and after the test, and the U Mann Whitnney test was used to compare the experimental and control groups. Results: Decrease of work stress was found in the score of the group who drank coca tea (from 71,2 to 68,6), but was not statistically significant (p> 0,05). Administrative staff features with job stress were: 55% female; 60% had 5 years or more of service; 90% worked more than 8 hours per day; 25% performed meditation and 60% performed physical activity. Conclusions: Tea coca is not effective to reduce work stress. More studies are needed. To improve mental health at work is recommended to use interventions and making guides to reduce work stress.

¿Cuál es el impacto de contar con un recepcionista al ingreso de un establecimiento de atención primaria sobre la percepción del trato en los usuarios?: síntesis rápida de evidencia / What is the impact of having a receptionist at the entrance of a primary care facility on users' perception of treatment?: rapid evidence synthesis

ANTECEDENTES Considerando a la Atención Primaria de Salud (APS) como el primer contacto que un paciente tiene con el sistema público de salud, la satisfacción y el trato que los usuarios reciban en este nivel es importante para entregar una atención de calidad. Un estudio realizado por el MINSAL el año 2013 muestra que, si bien la evaluación que los usuarios hacen del trato en la APS tiene una puntuación media aceptable, aún es posible mejorar la satisfacción percibida. En este contexto se solicita esta síntesis de evidencia con el objetivo de informar la toma de decisiones respecto del efecto de una política para contar con recepcionistas en el primer contacto del usuario con la atención primaria. METODOLOGÍA Se formuló una estrategia de búsqueda para ser utilizada en las bases de datos PubMed, Cochrane Library y PdQ Evidence con el objetivo de identificar revisiones sistemáticas del tema. Como no se encontraron, se procedió a seleccionar estudios primarios seleccionando preferentemente aquellos que incluían información relevante. RESULTADOS El resumen utiliza no utiliza revisiones sistemáticas -El apoyo que el recepcionista otorga al paciente se relaciona con la satisfacción global del usuario con el servicio entregado. -Los usuarios tienen un alto nivel de satisfacción con la ayuda y amabilidad de los recepcionistas, lo que en algunos casos podría llegar a ser superior a la de otros profesionales de la salud. -Los recepcionistas se involucran exitosamente en el manejo emocional de pacientes, no obstante, son susceptibles de recibir maltrato y violencia al estar en el primer contacto con usuarios. -Los problemas que los pacientes atribuyen a los recepcionistas se centran en labores administrativas que no siempre se relacionan con el comportamiento de éste en el establecimiento de salud.