Quality of nursing care perceived by emergency patients in a first level institution

Abstract

Customer perception and satisfaction are important in measuring the quality of the services provided. This review article seeks to analyze the quality of health care of nursing personnel, in the last 10 years, and perform an approach from the Theory of Comfort by Katharine Kolcaba. Bibliographic search in MEDLINE, SCIELO and ELSEVIER was made, obtaining 49 descriptive and analytical articles in 2009 and 2016. The average of patient satisfaction refers to nursing care in 77%, representing average rating. Professional performance in the provision of health services is highly valued, where the nursing staff plays a key role in measuring the overall satisfaction of health institutions.