Introduction:

Hospitalization constitutes a complex process for people and their families of any age group and they are the main leading roles to identify successes and failures of the services.

Objective:

To explore the experiences of patients in their stay through the hospitalization process at "Frank País" International Orthopedic Scientific Complex.

Methods:

Qualitative study of a phenomenological type was carried out from January to May 2021, with eight patients who went through the pre-surgical, surgical and post-surgical processes, since these are the three key sub-processes comprised within the hospitalization at the hospital institution. The data were obtained using the Creative Sensitive Method with the dynamics of the spoken map; the narratives were processed through content analysis.

Results:

Four categories emerged, two where failures were identified in the processes related to comfort and organization of service activities and two of satisfaction related to comfort and the service received.

Conclusion:

The exploration of the patient’s experiences in the stay through the hospitalization process was positive from several points of view, since it allowed identifying failures of the service processes and activities, as well as satisfactions. Comfort is a basic element to consider for future interventions.

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