Resumo

BARRAGAN BECERRA, Julián Andrés  e  MORENO M., Claudia María. Quality perceived by users of nursing services at three public hospitals. Enferm. glob. [online]. 2013, vol.12, n.29, pp.217-230. ISSN 1695-6141.

The nursing service in the hospital sector as a process of providing professional and technical level must be oriented in a context of quality and meet the guidelines established in discipline and welfare legislation. The quality of nursing services provided in the clinical area, must respond to human needs, establish management, guide practice and meet the personal and social expectations as they constitute a user's right which is the subject of improvement institutional level. Objective: To analyze the evaluation of the quality perceived by users of nursing services at three public hospitals in Boyacá during the years 2008 and 2011. Methods: A quantitative and retrospective study, based on measurements made with the instrument SERVQHOS-E from 2008 to 2011 in the Hospitals of Duitama, Sogamoso and Tunja, which was validated in Colombia. Results: 1093 instruments were applied at different times, with two measurements per hospital, we have obtained the average score of the items that objective and subjective quality was 3.62, which are predictors of satisfaction. Conclusions: The study identified areas for improvement in hospitals and to determine the delay of care, as one of the decisive factors affecting the perceived quality and satisfaction.

Palavras-chave : Quality of Health Care; Perceived Quality; Nursing; SERVQHOS.

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