Resumen

BARRAGAN BECERRA, JULIÁN ANDRÉS  y  MANRIQUE ABRIL, FRED GUSTAVO. Validez e confiabilidade do SERVQHOS para enfermagem em Boyacá, Colombia. av.enferm. [online]. 2010, vol.28, n.2, pp.48-61. ISSN 0121-4500.

Objective: determine the validity and reliability of the SERVQHOS questionnaire on how users perceive quality concerning the health care provided by the nursing services in a public hospital. Methodology: methodological, descriptive and cross- sectional study with a multivariate data analysis that involved content, construct and reliability tests and a breakdown analysis. The sample (n= 350) was collected in chirurgical services of two public hospitals of Boyacá, with similar figures in terms of services, nursing staff and patients handled. Results: A version of the SERVQHOS questionnaire based on the content validity test was drafted. Reliability tests yielded a Cronbach Alpha of 0.96. A breakdown analysis of the perception and expectation items (Likert scale) was used to determine the prediction of users regarding the global level of satisfaction with the health care provided by the nursing staff, and the recommendation of the hospital. The factorial analysis demonstrated the one-dimensionality of the scale and the existence of a factor that allows for explaining 64% of the variance. The communal relations of the items allowed us to formulate two factors: tangible aspects and health care quality. Discussion: The SERVQHOS version for nursing is valid in Colombia and reliably measures health care quality as perceived by the user. Conclusions. This study confirms again the one-dimensionality of the scale. The questionnaire is applied to assess the health care quality provided by the nursing staff, measuring corporate aspects but leaving aside technic2al or care-related aspects.

Palabras clave : quality of health care; patient satisfaction; reproducibility of results.

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