Instrumentos para evaluar la calidad percibida por los usuarios en los servicios de salud

Quality is considered as a key factor for the differentiation and excellence of the health ser vices. The way patients perceive the health care ser vice determines conclusively the ser vice quality levels. This work describes some indicators that help to assess the health ser vice quality including effectiveness, opportunity, and adherence indicators. However, the comprehensive evaluation of the quality as perceived in the health ser vices is still a complex matter. A search was conducted in the databases Medline, Embase, OVID, Lilacs, Ebsco, Scielo and the Cochrane Library in order to identif y those instruments, either qualitative or quantitative, allowing to measure the health ser vice quality as perceived by the patients. Studies were found that validated and applied the scales Ser vqual and Ser vqhos in the hospital environment. Finally, there were some attempts to validate some scales different to these ones, but they were not applied with a signicant statistic rigorousness.