La calidad asistencial en cuidados intensivos evaluada por los pacientes mediante la escala SERVQUAL / Care quality in intensive care evaluated by the patients using a service quality scale (SERVQUAL)

Introducción La evaluación realizada por los pacientes de la calidad del servicio que han recibido es importante para introducir estrategias de mejora en la calidad asistencial.Objetivos1. Evaluar la calidad asistencial mediante el análisis de las diferencias obtenidas entre las expectativas y las percepciones que los pacientes tienen del servicio recibido en la UCI.2. Analizar si existe relación entre la calidad asistencial evaluada por los pacientes y las variables sociodemográficas.MétodoSe estudió prospectivamente a 86 pacientes que durante su estancia en la UCI estuvieron conscientes y orientados. A las 24h del alta de la UCI se les pasó la escala SERVQUAL (Service Quality), adaptada para el ámbito hospitalario por Babakus y Mangold (1992); esta escala mide la calidad asistencial basada en la diferencia de puntuaciones obtenidas entre las expectativas y las percepciones de los pacientes; las puntuaciones positivas indican que las percepciones de los pacientes superan sus expectativas. La escala tiene 5 dimensiones: tangibilidad, fiabilidad, capacidad de respuesta, seguridad y empatía. Incluye 15 ítems para las percepciones y los mismos para las expectativas, con 5 grados de respuesta (1: totalmente en desacuerdo-5: totalmente de acuerdo).ResultadosLa puntuación media de las percepciones (66,92) superó la de las expectativas (62,30). La puntuación media de la diferencia entre percepciones y expectativas para el total de la escala SERVQUAL fue de (..) (AU)

Introduction The evaluation made by the patients on the quality of service received is important to introduce improvement strategies in the care quality.Objectives1. To evaluate the care quality through the analysis of the differences obtained between expectations and perceptions, that the patients have of the service received in the ICU2. To analyze if there is any relationship between care quality evaluated by the patients and the sociodemographic variables.MethodA total of 86 patients who were conscious and oriented during their stay in the ICU were studied prospectively. At 24h of the discharge from the ICU, the SERVQUAL (Service Quality) scale, adapted for the hospital setting by Babakus and Mangold (1992), was applied. This scale measures the care quality based on the difference in scores obtained between expectations and perceptions of the patients. The positive scores indicate that the perceptions of the patients exceed their expectations. The scale has 5 dimensions: Tangibility, Reliability, Responsiveness, Assurances and Empathy. It includes 15 items for perceptions and the same for expectations, with 5 grades of response (1 totally disagree – 5 totally agree).ResultsThe mean score of perceptions 66.92) exceeded that of the expectations (62.30). The mean score of the difference between perceptions and expectations for the total of the SERVQUAL scale was 4.62. It was also positive for each one of the dimensions: Tangibility=1.44, Reliability=0.53, Responsiveness=0.95, Assurances=0.99, Empathy=0.71. No statistically significant associations were found between care quality evaluated by the patients and the sociodemographic variables.ConclusionThe care quality perceived by the patients in the ICU exceeds their expectations, and had no relationship with the sociodemographic characteristics(AU)

[Care quality in intensive care evaluated by the patients using a service quality scale (SERVQUAL)]. / La calidad asistencial en cuidados intensivos evaluada por los pacientes mediante la escala SERVQUAL.

INTRODUCTION: The evaluation made by the patients on the quality of service received is important to introduce improvement strategies in the care quality. OBJECTIVES: 1. To evaluate the care quality through the analysis of the differences obtained between expectations and perceptions, that the patients have of the service received in the ICU. 2. To analyze if there is any relationship between care quality evaluated by the patients and the sociodemographic variables. METHOD: A total of 86 patients who were conscious and oriented during their stay in the ICU were studied prospectively. At 24h of the discharge from the ICU, the SERVQUAL (Service Quality) scale, adapted for the hospital setting by Babakus and Mangold (1992), was applied. This scale measures the care quality based on the difference in scores obtained between expectations and perceptions of the patients. The positive scores indicate that the perceptions of the patients exceed their expectations. The scale has 5 dimensions: Tangibility, Reliability, Responsiveness, Assurances and Empathy. It includes 15 items for perceptions and the same for expectations, with 5 grades of response (1 totally disagree - 5 totally agree). RESULTS: The mean score of perceptions 66.92) exceeded that of the expectations (62.30). The mean score of the difference between perceptions and expectations for the total of the SERVQUAL scale was 4.62. It was also positive for each one of the dimensions: Tangibility=1.44, Reliability=0.53, Responsiveness=0.95, Assurances=0.99, Empathy=0.71. No statistically significant associations were found between care quality evaluated by the patients and the sociodemographic variables. CONCLUSION: The care quality perceived by the patients in the ICU exceeds their expectations, and had no relationship with the sociodemographic characteristics.