Inteligencia emocional y calidad del servicio de enfermería

Abstract

This feasibility study aimed to design an emotional intelligence (EI) training program for the nursing staff of the Valentina Canabal Clinical Center (Barquisimeto, Venezuela) to strengthen the quality of service. The research was based on a positivist paradigm, with a quantitative approach, a descriptive level, and a field design. The methodology employed a mixed sampling method for a population of 96 nursing professionals and 100 patients, resulting in a sample of 30 subjects per group. Systematic probability sampling was used for the nursing staff, and non-probability convenience sampling for the patients. Data collection was carried out using two Likert-type questionnaires. The results showed favorable levels of EI among the staff: more than 75% recognized their emotions, between 80% and 83.3% demonstrated adequate self-regulation, 83.3% showed empathy, and more than 80% demonstrated effective social skills. In parallel, 93.3% of patients rated the emotional support they received as adequate, highlighting the quality of the human touch. Despite these strengths, areas for improvement were identified: 26,7% in emotional self-regulation, 16.7% in empathy, and 20% in social skills. As a technical response to these findings, a training program focused on developing these competencies was designed. The implementation of this program constitutes a strategic tool for the continuous improvement of the quality of care and the well-being of nursing staff, positively impacting the experience of hospitalized patients.