Publicación:

Evaluación de la calidad de los servicios médicos según las dimensiones del Servqual en un hospital de Colombia

Resumen

Introduction: The measurement of the quality perceived by the user is one of the criteria of the mandatory system of guaranteeing the quality of health care in Colombia. The SERVQUAL is the most used instrument in the world for this purpose. Objective: To analyze the quality of the attention of the health services according to the dimensions of SERVQUAL and its associated factors.Methods: Longitudinal study and psychometric evaluation, with application of the SERVQUAL scale to 59 users of a health services institution. Reproducibility and validity of SERVQUAL were evaluated and factors associated with hypothesis testing were explored. Results: The majority of patients were adults (74.6%), women (67.8%), with low socioeconomic status (86.5%), low schooling (93%), the subsidized regime (72.9%) and the hospitalization service (54.2%). The scale presented an excellent reproducibility and validity. The emergency department was the best evaluated in the dimensions of Response Capacity, Empathy and Overall Quality. No association was found between quality and sociodemographic variables. Conclusion: SERVQUAL can be applied in Colombian population given its excellent psychometric performance. The quality assessment was unsatisfactory, except in emergencies, which is relevant for research and improvement actions. Keywords: Quality of health care; Quality control; Patient satisfaction; Health services