Resumo

HENAO NIETO, Daniel Eduardo; GIRALDO VILLA, Adriana  e  YEPES DELGADO, Carlos Enrique. Instruments to Evaluate Quality Perceived by Health Service Users. Rev. Gerenc. Polit. Salud [online]. 2018, vol.17, n.34, pp.69-80. ISSN 1657-7027.  https://doi.org/10.11144/javeriana.rgps17-34.iecp.

Quality is considered as a key factor for the differentiation and excellence of the health services. The way patients perceive the health care service determines conclusively the service quality levels. This work describes some indicators that help to assess the health service quality including effectiveness, opportunity, and adherence indicators. However, the comprehensive evaluation of the quality as perceived in the health services is still a complex matter. A search was conducted in the databases Medline, Embase, OVID, Lilacs, Ebsco, Scielo and The Cochrane Library in order to identify those instruments, either qualitative or quantitative, allowing to measure the health service quality as perceived by the patients. Studies were found that validated and applied the scales Servqual and Servqhos in the hospital environment. Finally, there were some attempts to validate some scales different to these ones, but they were not applied with a significant statistic rigorousness.

Palavras-chave : health care quality; quality indicators in health care; quality evaluation of health care; health service evaluation; service evaluation; validation studies.

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