Commitment and Human Tone: the Difference between Traditional Service and Nursing Care/Compromiso y tono humano: La diferencia entre la asistencia y el cuidado institucional de enfermeria/Compromisso e tom humano: A diferenca entre a assistencia e o cuidado institucional de enfermagem

Objective. To describe the transformation of decisive moments that arise within the nurse-patient and family caregiver interaction to turn them into moments of care capable of favoring adaptation. Methods. In a high complexity hospital in the city of Bogota (Colombia), a "nursing methodological research"-type study was conducted. It was developed in five stages: 1) identification of the institutional route of patients and their caregivers and, within it, the moments of encounter with nursing; 2) typical day of the nurse; 3) analysis of the nurse-patient and family caregiver encounters; 4) literature review on how to strengthen the nurse-patient and family caregiver relationship; and 5) proposal to transform decisive moments into moments of care. Results. Patients and their family caregivers usually experience six moments of encounter with nursing that include admission, assessment, satisfaction of basic needs, administration of medication, shift change, and discharge; all of them cross-cut by education and communication. Recognition of experiences during moments of encounter allowed transforming them into moments of nursing care. Conclusion. The transformation of decisive moments into moments of nursing care to favor adaptation of patients and their family caregivers is consequence of the nursing commitment and human nature expressed in every encounter of the care process. Descriptors: nursing care; adaptation; nursing theory; nursing processes; nursing methodology research. Objetivo. Describir la transformacion de los momentos de verdad que se dan en la interaccion enfermera-paciente y cuidador familiar para convertirlos en momentos de cuidado capaces de favorecer la adaptacion. Metodos. En una institucion hospitalaria de alta complejidad de la ciudad de Bogota (Colombia) se realizo un estudio del tipo "investigacion metodologica en enfermeria", el cual se desarrollo en cinco etapas: 1) identificacion de la ruta institucional del paciente y su cuidador familiar y en ella los momentos de encuentro con enfermeria; 2) Dia tipico de la enfermera; 3) Revision de los encuentros enfermera--paciente y cuidador familiar; 4) Revision de la literatura sobre como fortalecer la relacion enfermera - paciente y cuidador familiar; y 5) Propuesta para la transformacion de los momentos de verdad en momentos de cuidado. Resultados. El paciente y su cuidador familiar tienen generalmente seis momentos de encuentro con enfermeria que incluyen el ingreso, la valoracion, la aten