Proposal of a scale to measure the quality of service in secondary healthcare centers

Detalhes bibliográficos
Autor(a) principal: Moraga, Eduardo Torres
Data de Publicação: 2008
Outros Autores: Torres, Jorge Lastra
Tipo de documento: Artigo
Idioma: spa
Título da fonte: Revista de Administração Pública
Texto Completo: https://periodicos.fgv.br/rap/article/view/6652
Resumo: Chile¿s Ministry of Health has made it one of its main objectives to provide services that meet the expectations of the population. To achieve this, it is necessary to know what the quality of service offered by healthcare centers is like. In Chile, secondary healthcare centers have not developed quality of service scales that have a good level of validity, dependability, and dimensionality. This article proposes a scale that fulfills these conditions so as to measure in an optimal way the quality of service that secondary healthcare centers offer their patients. To achieve this objective, a structured survey was applied, followed by an exhaustive psychometric analysis of the facts through exploratory and confirmatory analysis that included structural equations. This study allowed for the construction and proposal of a scale that is valid, dependable and has a good level of dimensionality composed of five subscales that are clearly related and integrated in one single construct. These are: reliability, empathy, response capacity, accessibility, and tangibility
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spelling Proposal of a scale to measure the quality of service in secondary healthcare centersPropuesta de una escala para medir la calidad del servicio de los centros de atención secundaria de saludProposta de uma escala para medir a qualidade do serviço dos centros de cuidados de saúde secundáriosservice qualitypublic healthpatient satisfactionreliabilityvalidity of scales.calidad del serviciosalud públicasatisfacción del pacientefiabilidadvalidez de escalas.Chile¿s Ministry of Health has made it one of its main objectives to provide services that meet the expectations of the population. To achieve this, it is necessary to know what the quality of service offered by healthcare centers is like. In Chile, secondary healthcare centers have not developed quality of service scales that have a good level of validity, dependability, and dimensionality. This article proposes a scale that fulfills these conditions so as to measure in an optimal way the quality of service that secondary healthcare centers offer their patients. To achieve this objective, a structured survey was applied, followed by an exhaustive psychometric analysis of the facts through exploratory and confirmatory analysis that included structural equations. This study allowed for the construction and proposal of a scale that is valid, dependable and has a good level of dimensionality composed of five subscales that are clearly related and integrated in one single construct. These are: reliability, empathy, response capacity, accessibility, and tangibilityEl Ministerio de Salud en Chile se ha planteado como uno de sus principales objetivos, proveer servicios acorde a las expectativas de la población. Para lograrlo, se requiere necesariamente, conocer cuál es la calidad del servicio ofrecida por los centros de salud. En Chile, los centros de atención secundaria, no han desarrollado escalas de calidad del servicio que tengan un buen grado de validez, fiabilidad y dimensiona- lidad. Este artículo, propone una escala que cumpla estas condiciones, para medir de manera óptima la calidad del servicio que los Centros de Atención Secundaria ofrecen a sus pacientes. Para lograr este objetivo, se aplicó una encuesta estructu- rada y posteriormente se realizó un exhaustivo análisis psicométrico de los datos, a través de una serie de análisis exploratorios y confirmatorios que incluyó ecuaciones estructurales. Este estudio permitió construir y proponer una escala fiable, válida y con buen grado de dimensionalidad, compuesta por cinco subescalas claramente relacionadas e integradas en un único constructo. Estas son: confiabilidad, empatía, capacidad de respuesta, accesibilidad y tangiblesEl Ministerio de Salud en Chile se ha planteado como uno de sus principales objetivos, proveer servicios acorde a las expectativas de la población. Para lograrlo, se requiere necesariamente, conocer cuál es la calidad del servicio ofrecida por los centros de salud. En Chile, los centros de atención secundaria, no han desarrollado escalas de calidad del servicio que tengan un buen grado de validez, fiabilidad y dimensiona- lidad. Este artículo, propone una escala que cumpla estas condiciones, para medir de manera óptima la calidad del servicio que los Centros de Atención Secundaria ofrecen a sus pacientes. Para lograr este objetivo, se aplicó una encuesta estructu- rada y posteriormente se realizó un exhaustivo análisis psicométrico de los datos, a través de una serie de análisis exploratorios y confirmatorios que incluyó ecuaciones estructurales. Este estudio permitió construir y proponer una escala fiable, válida y con buen grado de dimensionalidad, compuesta por cinco subescalas claramente relacionadas e integradas en un único constructo. Estas son: confiabilidad, empatía, capacidad de respuesta, accesibilidad y tangiblesFundação Getulio Vargas (FGV EBAPE)2008-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.fgv.br/rap/article/view/6652Brazilian Journal of Public Administration; Vol. 42 No. 4 (2008); 719 a 734Revista de Administração Pública; Vol. 42 Núm. 4 (2008); 719 a 734Revista de Administração Pública; v. 42 n. 4 (2008); 719 a 7341982-31340034-7612reponame:Revista de Administração Públicainstname:Fundação Getulio Vargas (FGV)instacron:FGVspahttps://periodicos.fgv.br/rap/article/view/6652/5236Moraga, Eduardo TorresTorres, Jorge Lastrainfo:eu-repo/semantics/openAccess2021-11-17T20:53:05Zoai:ojs.periodicos.fgv.br:article/6652Revistahttps://ebape.fgv.br/publicacoes/rapONGhttps://old.scielo.br/oai/scielo-oai.php||rap@fgv.br1982-31340034-7612opendoar:2021-11-17T20:53:05Revista de Administração Pública - Fundação Getulio Vargas (FGV)false
dc.title.none.fl_str_mv Proposal of a scale to measure the quality of service in secondary healthcare centers
Propuesta de una escala para medir la calidad del servicio de los centros de atención secundaria de salud
Proposta de uma escala para medir a qualidade do serviço dos centros de cuidados de saúde secundários
title Proposal of a scale to measure the quality of service in secondary healthcare centers
spellingShingle Proposal of a scale to measure the quality of service in secondary healthcare centers
Moraga, Eduardo Torres
service quality
public health
patient satisfaction
reliability
validity of scales.
calidad del servicio
salud pública
satisfacción del paciente
fiabilidad
validez de escalas.
title_short Proposal of a scale to measure the quality of service in secondary healthcare centers
title_full Proposal of a scale to measure the quality of service in secondary healthcare centers
title_fullStr Proposal of a scale to measure the quality of service in secondary healthcare centers
title_full_unstemmed Proposal of a scale to measure the quality of service in secondary healthcare centers
title_sort Proposal of a scale to measure the quality of service in secondary healthcare centers
author Moraga, Eduardo Torres
author_facet Moraga, Eduardo Torres
Torres, Jorge Lastra
author_role author
author2 Torres, Jorge Lastra
author2_role author
dc.contributor.author.fl_str_mv Moraga, Eduardo Torres
Torres, Jorge Lastra
dc.subject.por.fl_str_mv service quality
public health
patient satisfaction
reliability
validity of scales.
calidad del servicio
salud pública
satisfacción del paciente
fiabilidad
validez de escalas.
topic service quality
public health
patient satisfaction
reliability
validity of scales.
calidad del servicio
salud pública
satisfacción del paciente
fiabilidad
validez de escalas.
description Chile¿s Ministry of Health has made it one of its main objectives to provide services that meet the expectations of the population. To achieve this, it is necessary to know what the quality of service offered by healthcare centers is like. In Chile, secondary healthcare centers have not developed quality of service scales that have a good level of validity, dependability, and dimensionality. This article proposes a scale that fulfills these conditions so as to measure in an optimal way the quality of service that secondary healthcare centers offer their patients. To achieve this objective, a structured survey was applied, followed by an exhaustive psychometric analysis of the facts through exploratory and confirmatory analysis that included structural equations. This study allowed for the construction and proposal of a scale that is valid, dependable and has a good level of dimensionality composed of five subscales that are clearly related and integrated in one single construct. These are: reliability, empathy, response capacity, accessibility, and tangibility
publishDate 2008
dc.date.none.fl_str_mv 2008-01-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.fgv.br/rap/article/view/6652
url https://periodicos.fgv.br/rap/article/view/6652
dc.language.iso.fl_str_mv spa
language spa
dc.relation.none.fl_str_mv https://periodicos.fgv.br/rap/article/view/6652/5236
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Fundação Getulio Vargas (FGV EBAPE)
publisher.none.fl_str_mv Fundação Getulio Vargas (FGV EBAPE)
dc.source.none.fl_str_mv Brazilian Journal of Public Administration; Vol. 42 No. 4 (2008); 719 a 734
Revista de Administração Pública; Vol. 42 Núm. 4 (2008); 719 a 734
Revista de Administração Pública; v. 42 n. 4 (2008); 719 a 734
1982-3134
0034-7612
reponame:Revista de Administração Pública
instname:Fundação Getulio Vargas (FGV)
instacron:FGV
instname_str Fundação Getulio Vargas (FGV)
instacron_str FGV
institution FGV
reponame_str Revista de Administração Pública
collection Revista de Administração Pública
repository.name.fl_str_mv Revista de Administração Pública - Fundação Getulio Vargas (FGV)
repository.mail.fl_str_mv ||rap@fgv.br
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