Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.12494/34076
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dc.coverage.temporal21 (39)es
dc.creatorLezcano Tobón, Leidy Alexandra-
dc.creatorCardona-Arias, Jaiberth Antonio-
dc.date.accessioned2021-04-28T00:03:10Z-
dc.date.available2021-04-28T00:03:10Z-
dc.date.issued2019-07-
dc.identifier.issn0124-8146es
dc.identifier.uri10.33132/01248146.1560es
dc.identifier.urihttp://hdl.handle.net/20.500.12494/34076-
dc.descriptionIntroducción: La calidad de los servicios de salud es determinante para minimizar riesgos y maximizar la satisfacción de los pacientes. El Servqual es una escala con buena validez y reproducibilidad para medir la calidad. Objetivo: Meta-analizar la calidad de los servicios médicos según las dimensiones del Servqual. Métodos: Revisión sistemática de la literatura científica relacionada con Servqual en MedLine-PubMed, ScienceDirect, Lilacs, Redalyc y Scielo. Se aplicó la guía Prisma para la selección de estudios y Strobe para evaluar la calidad editorial y metodológica. El análisis se realizó con Galbraith, Dersimonian Laird´s, Begg, Funnel y Forest Plot, para cada dimensión de calidad. Se realizó una meta-regresión según el tipo de servicio evaluado, institución y calidad metodológica. Resultados: Las áreas más estudiadas son consulta externa y hospitalización. El resultado global evidenció buena calidad con una diferencia de medias de 0,93 (IC de 95% = 0,53 - 1,33); en la dimensión de tangibilidad fue de 1,39 (IC de 95% = 0,84 - 1,94); en confiabilidad fue de 1,16 (IC de 95% = 0,64 - 1,67); en capacidad de respuesta fue de 1,03 (IC de 95% = 0,50 - 1,57), en seguridad fue de 0,91 (IC de 95% = 0,49 - 1,34) y en empatía fue de 0,94 (0,40 - 1,49). El mejor perfil de calidad se halló en consulta externa y en las instituciones públicas. Conclusión: La investigación sobre evaluación de la calidad en salud, según las dimensiones del Servqual, resulta exigua en América. Se evidenció un buen perfil de calidad en los servicios médicos sistematizados, al identificar los de mejor desempeño e información relevante para mejorar los esfuerzos por la evaluación de la calidad como un desenlace clave en la atención en salud.es
dc.description.abstractIntroduction: The quality of health services is a determining factor to minimize any risk and increase patient satisfaction. Servqual is a scale with good validity and reproducibility to rate quality. Objective: To meta-analyze the quality of medical services according to the dimensions of Servqual. Method: Systematic revision of scientific literature related to Servqual in Medline-PubMed, ScienceDirect, Lilacs, Redalyc and Scielo. The guide prisma was used to select studies, and the guide Strobe was used to evaluate editorial and methodological quality. The analysis was made with Galbraith, Dersimonian Laird’s, Begg, Funnel and Forest Plot for each dimension of quality. We carried out a meta regression according to the type of evaluated service, institution and methodological quality. Results: The most studied areas are consultation and hospitalization. A global result showed good quality with a mean difference of 0.93 (CI of 95% = 0,53 - 1,33); in tangibility, it was 1.39 (IC of 95% = 0.84 - 1.94), in reliability it was 1.16 (CI of 95% = 0.64 - 1.67), in responsiveness, it was 1.03 (CI of 95% = 0,50 - 1,57), in safety it was 0.91 (CI of 95% = 0.490 - 1,57), in safety it was 0.91 (CI of 95% = 0.49 - 1.34) and in empathy it was 0.94 (0.40 - 1.49).The best quality profile was found in consultation and in public institutions. Conclusion: research about evaluation of quality in health, according to the dimensions of Servqual, results meager in America. There was a good profile in quality of systematic services, since they have the best performance and most relevant information to improve the efforts of evaluation of quality as a key ending of health assistance.es
dc.format.extent133-151es
dc.publisherUniversidad Cooperativa de Colombia, Facultad de Ciencias de la Salud, Medicina, Medellín y Envigadoes
dc.relation.ispartofInvestigaciones Andinaes
dc.relation.isversionofhttps://revia.areandina.edu.co/index.php/IA/article/view/1560es
dc.subjectcalidad de la atención en saludes
dc.subjectmedicinaes
dc.subjectServquales
dc.titleMeta-análisis de la calidad de los servicios médicos según las dimensiones del servquales
dc.typeArtículos Científicoses
dc.rights.licenseAtribuciónes
dc.publisher.departmentMedellínes
dc.publisher.programMedicinaes
dc.creator.mailleidy.lezcanot@campusucc.edu.coes
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