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Patienters syn på sjuksköterskans bemötande
Uppsala University, Disciplinary Domain of Medicine and Pharmacy, Faculty of Medicine, Department of Public Health and Caring Sciences.
Uppsala University, Disciplinary Domain of Medicine and Pharmacy, Faculty of Medicine, Department of Public Health and Caring Sciences.
2016 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Bakgrund: Bemötande är en viktig del av vården och något som sker i varje möte mellan patient och sjuksköterska.

Syfte: Syftet med studien var att undersöka vad som kännetecknar det bra bemötandet respektive det sämre bemötandet av sjuksköterskan på en somatisk vårdavdelning inom Europa, ur patientens perspektiv.

Metod: Litteraturstudie med deskriptiv design, baserad på tio kvalitativa originalartiklar.

Resultat: Resultatet visade att patienter generellt sett var nöjda med bemötandet de fick från sjuksköterskor. Tio kategorier skapades som beskrev det bra respektive det sämre bemötandet. Kategorierna som framkom var; (1) information och kunskap, (2) kommunikation, (3) tekniska aspekter och skicklighet, (4) organisatoriska aspekter, (5) delaktighet, (6) behandlas med respekt, värdighet och trygghet, (7) individanpassad och personcentrerad vård, (8) positiv, glad och uppmuntrar nära relationer, (9) förutse behovet och (10) vårdande attityd. Patienterna värderade sjuksköterskans kommunikation, information, tekniska skicklighet, kompetens, positiva och vårdande attityd, att bli behandlad som individ, att känna sig sedd och få vara delaktig. Patienterna upplevde att sämre bemötande var där sjuksköterskorna var oempatiska, inte visade medkänsla eller respekt, gav otillräcklig information och inte bjöd in patienterna till delaktighet. En orsak till sämre bemötande var olika organisatoriska brister t.ex. brist på personal, vilket ledde till att sjuksköterskorna var upptagna och hade mindre tid för patienterna.

Slutsats: Bemötandet är av stor vikt och påverkar patienter dagligen. Ökad kunskap om bemötande lyfter områden där det finns förbättringspotential. 

Abstract [en]

Background: Encounter is an important aspect of care and something that occurs in every meeting between patient and nurse.

Aim: The aim with this study was to investigate what characterizes the good encounter versus the less good encounter of the nurse on a somatic ward within Europe, through the patient's perspective.

Method: Literature study with descriptive design, based on ten qualitative original articles.

Findings: The results showed that patients were in general satisfied with the encounter received from the nurses. Ten categories were created to describe the good and the less good encounter. The categories that emerged were; (1) information and knowledge, (2) communication, (3) technical aspects and skillfulness, (4) organizational aspects, (5) participation, (6) to be treated with respect, dignity and security, (7) personalized and person- centered care, (8) positive, happy and encourage close relationships, (9) to anticipate the need and (10) caring attitude. Patients valued the nurses communication, information, technical skillfulness, competence, positive and caring attitude, to be treated as an individual, feel noticed and be involved. The patients experienced that less good encounter was were the nurses were non empathic, did not show compassion or respect, gave insufficient information and did not invite patients to participate. One cause for the less good encounter was different organizational deficiencies such as lack of staff, which led to the nurses being busy and therefore having less time for the patients.

Conclusion: The encounter is of great importance and affects patients daily. Increased knowledge of the encounter highlights areas which offers room for improvement. 

Place, publisher, year, edition, pages
2016. , p. 47
Keyword [en]
patient, nurse, encounter, perception
Keyword [sv]
patient, sjuksköterska, bemötande, uppfattning
National Category
Nursing
Identifiers
URN: urn:nbn:se:uu:diva-310239OAI: oai:DiVA.org:uu-310239DiVA, id: diva2:1055909
Educational program
Registered Nurse Programme
Supervisors
Examiners
Available from: 2016-12-16 Created: 2016-12-13 Last updated: 2016-12-16Bibliographically approved

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