<?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>1657-7027</journal-id>
<journal-title><![CDATA[Revista Gerencia y Políticas de Salud]]></journal-title>
<abbrev-journal-title><![CDATA[Rev. Gerenc. Polit. Salud]]></abbrev-journal-title>
<issn>1657-7027</issn>
<publisher>
<publisher-name><![CDATA[Pontificia Universidad Javeriana]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1657-70272018000100069</article-id>
<article-id pub-id-type="doi">10.11144/javeriana.rgps17-34.iecp</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Instrumentos para evaluar la calidad percibida por los usuarios en los servicios de salud]]></article-title>
<article-title xml:lang="en"><![CDATA[Instruments to Evaluate Quality Perceived by Health Service Users]]></article-title>
<article-title xml:lang="pt"><![CDATA[Instrumentos para avaliar a qualidade percebida pelos usuários dos serviços de saúde]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Henao Nieto]]></surname>
<given-names><![CDATA[Daniel Eduardo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Giraldo Villa]]></surname>
<given-names><![CDATA[Adriana]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Yepes Delgado]]></surname>
<given-names><![CDATA[Carlos Enrique]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
<xref ref-type="aff" rid="Aaf"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Antioquia  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Clínica del Hospital Pablo Tobón Uribe  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad de Antioquia  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Clínica del Hospital Pablo Tobón Uribe  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2018</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2018</year>
</pub-date>
<volume>17</volume>
<numero>34</numero>
<fpage>69</fpage>
<lpage>80</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S1657-70272018000100069&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S1657-70272018000100069&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S1657-70272018000100069&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen  La calidad es considerada un factor clave en la diferenciación y en la excelencia de los servicios de salud, y la percepción de un paciente sobre la prestación del servicio determina en forma definitiva su nivel de calidad. Se han descrito indicadores que ayudan a evaluar la calidad de los servicios de salud, entre estos, indicadores de efectividad, de oportunidad y de adhesión. Sin embargo, la evaluación integral de la calidad percibida en los servicios de salud es aún compleja. Se realizó una búsqueda en Medline, Embase, OVID, Lilacs, Ebsco, Scielo y The Cochrane Library para identificar instrumentos de tipo cualitativo o cuantitativo que permitieran medir la calidad de los servicios de salud percibida por los pacientes. Se encontraron estudios que validaron y aplicaron la escala Servqual y Servqhos en el ámbito hospitalario. Adicionalmente, en nuestro país se intentó validar escalas diferentes a estas, pero no contaron con un rigor estadístico importante.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract  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.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo  A qualidade é considerada fator chave na diferenciação e excelência dos serviços de saúde e a percepção de um paciente sobre a prestação do serviço determina em forma definitiva seu nível de qualidade. Indicadores que ajudam a avaliar a qualidade dos serviços de saúde já foram descritos, entre estes, indicadores de efetividade, de oportunidade e de adesão. No entanto, a avaliação integral da qualidade percebida nos serviços de saúde é ainda complexa. Realizou-se uma busca em Medline, Embase, OVID, Lilacs, Ebsco, Scielo e The Cochrane Library para identificar instrumentos de tipo qualitativo ou quantitativo que permitiram medir a qualidade dos serviços de saúde percebida pelos pacientes. Encontraram-se estudos que validaram e aplicaram a escala Servqual e Servqhos no âmbito hospitalar. Além disso, em nosso país tentou-se validar escalas diferentes a estas, mas não contamos com rigor estatístico importante.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[calidad de la atención de salud]]></kwd>
<kwd lng="es"><![CDATA[indicadores de calidad de la atención de salud]]></kwd>
<kwd lng="es"><![CDATA[evaluación de la calidad de atención de salud]]></kwd>
<kwd lng="es"><![CDATA[evaluación de servicios de salud]]></kwd>
<kwd lng="es"><![CDATA[evaluación de los servicios]]></kwd>
<kwd lng="es"><![CDATA[estudios de validación]]></kwd>
<kwd lng="en"><![CDATA[health care quality]]></kwd>
<kwd lng="en"><![CDATA[quality indicators in health care]]></kwd>
<kwd lng="en"><![CDATA[quality evaluation of health care]]></kwd>
<kwd lng="en"><![CDATA[health service evaluation]]></kwd>
<kwd lng="en"><![CDATA[service evaluation]]></kwd>
<kwd lng="en"><![CDATA[validation studies]]></kwd>
<kwd lng="pt"><![CDATA[qualidade da atenção de saúde]]></kwd>
<kwd lng="pt"><![CDATA[indicadores de qualidade da atenção de saúde]]></kwd>
<kwd lng="pt"><![CDATA[avaliação da qualidade de atenção de saúde]]></kwd>
<kwd lng="pt"><![CDATA[avaliação de serviços de saúde]]></kwd>
<kwd lng="pt"><![CDATA[avaliação dos serviços]]></kwd>
<kwd lng="pt"><![CDATA[estudos de validação]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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