Evaluación de la calidad de atención en salud mediante instrumentos utilizados en instituciones de primer nivel en Colombia, 2024
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Fecha
2024
Autores
Castro Jiménez, Andrea Carolina
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Ediciones Universidad Simón Bolívar
Facultad Administración y Negocios
Facultad Administración y Negocios
Resumen
El análisis de los instrumentos para medir la satisfacción del usuario en salud revela su gran utilidad para mejorar la calidad del servicio. Entre los más destacados está el SERVQUAL, ampliamente utilizado en el sector salud por su capacidad para evaluar tanto percepciones como expectativas de los usuarios, facilitando acciones de mejora y seguimiento. El PECASUSS, diseñado para medir la Percepción de Calidad Según Usuarios de Servicios de Salud, también es relevante, permitiendo un análisis profundo de sus fortalezas y limitaciones. La medición de la calidad de los servicios de salud es de interés global, ya que la participación del usuario es crucial para establecer procesos de mejora continua. Sin embargo, la evaluación de la calidad es un concepto complejo debido a sus múltiples atributos y enfoques, lo que genera desafíos conceptuales, metodológicos e instrumentales. Los estudios revisados muestran que las escalas SERVQUAL y SERVQHOS han sido validadas en el ámbito hospitalario con una validez interna adecuada, pero en Colombia, los intentos de validar otras escalas no han alcanzado un rigor estadístico significativo. A pesar de los desafíos, las instituciones de primer nivel, que ofrecen servicios básicos y enfrentan problemas como la accesibilidad limitada en zonas rurales, deben cumplir con estándares de calidad. Este documento explora cómo se han utilizado los instrumentos de medición en instituciones de primer nivel en Colombia y los resultados obtenidos. La calidad de los servicios de salud es esencial y requiere que las instituciones brinden servicios que satisfagan a los usuarios. Internacionalmente, se han desarrollado instrumentos como SERVQUAL, SERVPERF, SERVQHOS y PECASUSS para evaluar la calidad, y en Colombia se utilizan diversos instrumentos validados en todos los niveles de atención, fundamentales para mejorar la calidad y satisfacer las necesidades de los usuarios.
The analysis of tools used to measure user satisfaction in healthcare highlights their significant utility in improving service quality. Among the most notable is SERVQUAL, widely used in the healthcare sector for its ability to assess both user perceptions and expectations, facilitating improvement actions and follow-up. PECASUSS, designed to measure Perception of Quality According to Healthcare Service Users, is also relevant, allowing for an-in-depth analysis of its strengths and limitations. Measuring the quality of healthcare services is of global interest, as user involvement is crucial for establishing continuous improvement processes. However, evaluating quality is a complex concept due to its multiple attributes and approaches, which poses conceptual, methodological, and instrumental challenges. Reviewed studies show that SERVQUAL and SERVQHOS scales have been validated in the hospital setting with adequate internal validity, but in Colombia, attempts to validate other scales have not achieved significant statistical rigor. Despite these challenges, first-level institutions, which provide basic services and face issues such as limited access in rural areas, must meet quality standards. This document explores how measurement tools have been used in first-level institutions in Colombia and the results obtained. Quality in healthcare services is essential and requires institutions to offer services that meet user needs. Internationally, instruments like SERVQUAL, SERVPERF, SERVQHOS, and PECASUSS have been developed to assess quality, and in Colombia, various validated instruments are used at all levels of care, crucial for improving quality and meeting user needs.
The analysis of tools used to measure user satisfaction in healthcare highlights their significant utility in improving service quality. Among the most notable is SERVQUAL, widely used in the healthcare sector for its ability to assess both user perceptions and expectations, facilitating improvement actions and follow-up. PECASUSS, designed to measure Perception of Quality According to Healthcare Service Users, is also relevant, allowing for an-in-depth analysis of its strengths and limitations. Measuring the quality of healthcare services is of global interest, as user involvement is crucial for establishing continuous improvement processes. However, evaluating quality is a complex concept due to its multiple attributes and approaches, which poses conceptual, methodological, and instrumental challenges. Reviewed studies show that SERVQUAL and SERVQHOS scales have been validated in the hospital setting with adequate internal validity, but in Colombia, attempts to validate other scales have not achieved significant statistical rigor. Despite these challenges, first-level institutions, which provide basic services and face issues such as limited access in rural areas, must meet quality standards. This document explores how measurement tools have been used in first-level institutions in Colombia and the results obtained. Quality in healthcare services is essential and requires institutions to offer services that meet user needs. Internationally, instruments like SERVQUAL, SERVPERF, SERVQHOS, and PECASUSS have been developed to assess quality, and in Colombia, various validated instruments are used at all levels of care, crucial for improving quality and meeting user needs.
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Calidad, Servicios de salud, Primer nivel de atención, Instrumentos