Resumo

JARAIZ GULIAS, Erika  e  RIVERA OTERO, José Manuel. The management of intangibles on the perception of public health services. Index Enferm [online]. 2017, vol.26, n.3, pp.200-204. ISSN 1699-5988.

Aware of the importance of the orientation of health management towards the satisfaction of its users, this article aims to identify what are the aspects that most influence the satisfaction of the Spaniards with the public health system, and how they do so. With the identification of these elements, it is possible to guide the public policies in health towards the maximization of the objectives of efficiency and effectiveness which we understand, lie not only in improving the state of health of the citizens, but also on building confidence in the system, contributing to legitimize public health institutions and the Welfare State that sustains them. To do this, we build a model of explanation of the citizen satisfaction with the public healthcare system that we test through Structural Equation Models.

Palavras-chave : Public management; Health system; Health; Satisfaction.