<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0124-0064</journal-id>
<journal-title><![CDATA[Revista de Salud Pública]]></journal-title>
<abbrev-journal-title><![CDATA[Rev. salud pública]]></abbrev-journal-title>
<issn>0124-0064</issn>
<publisher>
<publisher-name><![CDATA[Instituto de Salud Publica, Facultad de Medicina - Universidad Nacional de Colombia]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0124-00642018000500629</article-id>
<article-id pub-id-type="doi">10.15446/rsap.v20n5.61032</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Dimensiones para medición de la satisfacción del paciente en centros de urgencia]]></article-title>
<article-title xml:lang="en"><![CDATA[Dimensions for measuring patient satisfaction in urgent care centers]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Arteta-Poveda]]></surname>
<given-names><![CDATA[Luis E.]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Palacio-Salgar]]></surname>
<given-names><![CDATA[Katherine]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad del Norte  ]]></institution>
<addr-line><![CDATA[Barranquilla ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad del Norte  ]]></institution>
<addr-line><![CDATA[Barranquilla ]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>10</month>
<year>2018</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>10</month>
<year>2018</year>
</pub-date>
<volume>20</volume>
<numero>5</numero>
<fpage>629</fpage>
<lpage>636</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0124-00642018000500629&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0124-00642018000500629&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0124-00642018000500629&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN  Objetivo Identificar las dimensiones significativas para medir la satisfacción del paciente en centros de urgencia. Asimismo, brindar recomendaciones, basados en la literatura, tanto para proveer un mejor servicio, como para la realización de futuras investigaciones.  Método Se realizó una revisión sistemática explorando 5 base de datos: Jstor, Pro-quest, SciELO Public Health, Science Direct Y Redalyc, utilizando como criterios de búsqueda: "Patient Satisfaction", "Quality Of Care", "Satisfaction With Care", "Patients' Perception Of Care", "Emergency Department" y "Emergency Medical Service". Fueron preseleccionados Artículos en inglés y español, de textos completos y publicados entre 1990 y 2015. De 172 artículos, 42 estudios empíricos se incluyeron en el análisis.  Resultados El 39% de los artículos fueron de procedencia norteamericana, el 38% europea, el 11% asiática, el 5% sudamericana, el 3% de Oceanía, el 2% africana y el 2% centroamericana. Once dimensiones para medir satisfacción del paciente en centros de urgencia con sus respectivas subvariables fueron identificadas como usadas frecuentemente y estadísticamente significativas.  Conclusiones La satisfacción del paciente es una variable multidimensional de la calidad de la atención médica. La comunicación, la atención y cortesía y el tiempo de espera percibido son los principales factores que se deben trabajar para incrementar dicha satisfacción. Variables sociodemográficas como la raza, estado de salud y edad del paciente deben ser valoradas ya que influyen en el nivel de satisfacción. Asimismo, la correlación entre la satisfacción y la intención de retornar al centro a futuro evidencian oportunidades de trabajo para administradores e investigadores en el área de la salud.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT  Objectives To identify the most relevant dimensions for measuring patient satisfaction in urgent care centers. Also, to provide recommendations, based on the literature, both to provide a better service and to conduct further research.  Materials and Methods A systematic review was performed in 5 databases: Jstor, Proquest, SciELO Public Health, Science Direct and Redalyc, using as search criteria: "Patient Satisfaction", "Quality Of Care", "Satisfaction With Care", "Patients' Perception Of Care", "Emergency Department" And "Emergency Medical Service". Full-text articles in Spanish and English and published between 1990 and 2015 were pre-selected. Of 172 articles, 42 empirical studies were included in the analysis.  Results 39% of the articles were from North America, 38% from Europe, 11% from Asia, 5% from South America, 3% from Oceania and Australia and 2% from Africa and Central America. Eleven dimensions to measure patient satisfaction in urgent care centers with their respective associated variables were identified as frequently used and statistically significant.  Conclusions Patient satisfaction is a multidimensional variable of quality healthcare. Communication, customer service, courtesy and waiting times are considered the factors that should be adjusted to increase levels of satisfaction. Sociodemographic variables such as race, health status and age of the patient need to be assessed and studied, since they have effects on the level of satisfaction. Likewise, the correlation between satisfaction and intention to return to the medical center provides opportunities for administrators and investigators of the healthcare area for future work.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Satisfacción del paciente]]></kwd>
<kwd lng="es"><![CDATA[calidad de la atención de salud]]></kwd>
<kwd lng="es"><![CDATA[servicios médicos de urgencia (fuente: DeCS, BIREME)]]></kwd>
<kwd lng="en"><![CDATA[Patient satisfaction]]></kwd>
<kwd lng="en"><![CDATA[quality of health care]]></kwd>
<kwd lng="en"><![CDATA[emergency medical services (source: MeSH, NML)]]></kwd>
</kwd-group>
</article-meta>
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