Índice de satisfacción multidimensional. una propuesta para la evaluación de la calidad de los servicios de salud desde la perspectiva de los usuarios
Autores
Jiménez Holguín, Norma Constanza
Vélez, Cristina Elena
Jiménez, Wilson Giovanni
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EspañolFecha de publicación
2013-07-01
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Resumen
Este artículo propone un índice multidimensional como herramienta para evaluar el grado de satisfacción de los usuarios desde diferentes perspectivas. Se realizó inicialmente una revisión y análisis de varios estudios como el IPM (Índice de Pobreza Multidimensional), que sirvió como herramienta básica para diseñar el índice de satisfacción multidimensional que se propone, el cual abarca tres dimensiones: Técnica, Humana y del Entorno, evaluadas con 5 indicadores para cada una de las dos primeras y 8 para la tercera dimensión. Las posibles respuestas se ajustaron a un puntaje de satisfacción entre 2 y 0. El índice de satisfacción global se calculó a partir de las medianas del puntaje y se consideró aceptable si era igual o mayor al 70%.Los resultados del estudio indican que el modelo es adecuado y que en la institución estudiada, el nivel de satisfacción para dimensiones técnica y del entorno es similar, pero es más bajo el porcentaje de satisfacción para la dimensión de relaciones humanas. El nivel de satisfacción global es de 64%.
The present article contains a proposal for a multidimensional satisfaction index as a tool to assess the degree of user satisfaction, analyzed from various perspectives. It was conducted a review and analysis of several studies as IPM (Multidimensional Poverty Index), which served as a basic tool to create a multidimensional satisfaction rating for health institutions. The multidisciplinary survey has three dimensions: technical, human and background, with 5 indicators for the first two dimensions and 8 for the last one. To the possible answer alternatives it was assigned weight in ordinal scale ranging from 2 to 0. The survey was applied to a random sample of 100 patients and the results are expressed as percentage of satisfaction calculated from the median for each dimension or from the frequency of satisfactory answers. The acceptable limit of satisfaction of the index was 70%. The results indicate that the evaluation model is adequate to measure user´s satisfaction and for the Health Service Coomeva 80th street the level of satisfaction is similar for the technical and background dimensions but lower for the human relations dimension. The global percentage of satisfaction is 64%, therefore non acceptable
The present article contains a proposal for a multidimensional satisfaction index as a tool to assess the degree of user satisfaction, analyzed from various perspectives. It was conducted a review and analysis of several studies as IPM (Multidimensional Poverty Index), which served as a basic tool to create a multidimensional satisfaction rating for health institutions. The multidisciplinary survey has three dimensions: technical, human and background, with 5 indicators for the first two dimensions and 8 for the last one. To the possible answer alternatives it was assigned weight in ordinal scale ranging from 2 to 0. The survey was applied to a random sample of 100 patients and the results are expressed as percentage of satisfaction calculated from the median for each dimension or from the frequency of satisfactory answers. The acceptable limit of satisfaction of the index was 70%. The results indicate that the evaluation model is adequate to measure user´s satisfaction and for the Health Service Coomeva 80th street the level of satisfaction is similar for the technical and background dimensions but lower for the human relations dimension. The global percentage of satisfaction is 64%, therefore non acceptable