Resumen

BARRAGAN B, Julián A.; PEDRAZA A, Yeni D.  y  RINCON R, Magda R.. Perceived quality of nursing care hospital by users, Tunja 2011. Rev. Fac. Nac. Salud Pública [online]. 2013, vol.31, n.2, pp.187-193. ISSN 0120-386X.

OBJECTIVE: to evaluate the quality perceived by users in regard to inpatient nursing care received. METHODOLOGY: quantitative, cross-sectional descriptive. Univariate and bivariate. The sample n= 183 was collected in Tunja Hospital in Internal Medicine and Surgical, through SERVQHOS-E instrument. RESULTS:the measurement of the quality objective, subjective and the level of satisfaction of users of hospital services, reported scores with mean of 4.08 to 3.98 for kindness and nursing staff training and overall satisfaction 92.9%. DISCUSSION: measuring the quality perceived by users through the instrument SERVQHOS-E, to evaluate from the user perception of the quality of care provided by nursing professionals in objective and subjective aspects, which are predictors of satisfaction, the highest scores are subjective variables, however, the user expectations are not exceeded.

Palabras clave : quality of health care; nursing; patient satisfaction.

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