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Revista de la Facultad de Medicina

Print version ISSN 0120-0011

Abstract

NUMPAQUE-PACABAQUE, Adriana  and  ROCHA-BUELVAS, Anderson. SERVQUAL and SERVQHOS models for the evaluation of quality of health services: a literature review. rev.fac.med. [online]. 2016, vol.64, n.4, pp.715-720. ISSN 0120-0011.  https://doi.org/10.15446/revfacmed.v64n4.54839.

Introduction:

The SERVQUAL model is used to evaluate the quality of services and SERVQHOS to evaluate the perceived quality of hospital care.

Objective:

To review the most relevant papers related to SERVQUAL and SERVQHOS models during the period 2010-2015.

Materials and methods:

An exploratory literature review of PubMed, ScienceDirect, SciELO, LILACS and Cochrane data is presented.

Results:

Most studies were published between 2012 and 2014, and the most assessed services were hospitalization, nursing care and hemodialysis.

Conclusion:

The SERVQHOS model is the most popular in Colombia.

Keywords : Patient satisfaction; Quality Assurance, Health Care; Quality control; Health Services, Hospital Administration (MeSH)..

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