VALIDATION OF AN INSTRUMENT FOR PERCEIVED QUALITY OF HEALTH SERVICES IN COLOMBIA
Main Article Content
Keywords
Quality, Consensus, Instrument, Health Services, Validation
Abstract
The quality perceived by health service users is vital for hospital institutions, which is why they require instruments to measure variables such as timeliness, accessibility, and user satisfaction. Most instruments used in Colombia are international scales created for all types of companies and adapted to the health area, which measures quality globally. Consequently, the present study aimed to provide a validated instrument to measure timeliness, accessibility, and satisfaction with health services perceived by users in hospital institutions.
Methods. The study was carried out in phases: design of the instrument, integrative review of the literature using indexed databases and gray literature, organization of the variables, and construction of the items. Qualitative and content validity, through a consensus of experts with four people with extensive experience and studies in the area of management and quality of health services, health auditing and research, who evaluated criteria of sufficiency, clarity, coherence and relevance of the instrument; the consensus was calculated with the V Aiken test. Finally, the reliability was calculated using a pilot test applied to 100 third-level hospital institution users. For internal consistency, Cronbach's Alpha and McDonald's Omega were calculated using SPSS version 27.
Results. An instrument called “Opportunity and accessibility to hospital services” was created with 20 items distributed across three variables. The instrument showed content validity by expert consensus (V Aiken 0.924), specifically opportunity 0.949, accessibility 0.898, and general satisfaction 0.98. Additionally, it showed good internal consistency (Cronbach’s alpha 0.855) and McDonald's omega (0.869).
Conclusions. A valid and easy-to-understand instrument that can be used in hospital institutions can contribute to the quality of health services.
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Frank De Hoyos Castro
Faculty of Health Sciences, Universidad de Sucre, Sincelejo, 700001, Colombia.
Eustorgio Amed Salazar
Faculty of Health Sciences, Universidad de Sucre, Sincelejo, 700001, Colombia.
Jhon Jairo Feria Díaz
Faculty of Engineering, Universidad de Sucre, Sincelejo 700001, Colombia.