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| Format: | Artículo científico |
| Language: | es |
| Published: |
Universidad Nacional de Colombia
2013
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| Online Access: | https://www.redalyc.org/articulo.oa?id=582364225002 |
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Table of Contents:
- Índice de satisfacción multidimensional. Una propuesta para la evaluación de la calidad de los servicios de salud desde la perspectiva de los usuarios Norma Constanza Jiménez Holguín Cristina Elena Vélez Wilson Giovanni Jiménez Medicina Health surveys population satisfaction quality control 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. 2013 otro 2027-7822 https://www.redalyc.org/articulo.oa?id=582364225002 es http://www.redalyc.org/revista.oa?id=5823 Acta Odontológica Colombiana application/pdf Universidad Nacional de Colombia Acta Odontológica Colombiana (Colombia) Num.1 Vol.3