Modelos SERVQUAL y SERVQHOS para la evaluación de calidad de los servicios de salud

Universidad Nacional de Colombia. Facultad de Medicina. Revista

Rocha-Buelvas, Anderson¹  Numpaque-Pacabaque, Adriana² 

[1] Fundación Universitaria del Área Andina, Bogotá, Colombia;Universidad de Boyacá, Tunja, Colombia

关键词: Patient satisfaction;    Quality Assurance;    Health Care;    Quality control;    Health Services;    Hospital Administration (MeSH)..;   

DOI  :  10.15446/revfacmed.v64n4.54839

学科分类：医学（综合）

来源: Universidad Nacional de Colombia * Facultad de Medicina

【 摘 要 】

Introduction: The SERVQUAL model is used to evaluate the quality of services and SERVQHOS to evaluate the perceived quality of hospital care.Objective: To review the most relevant papers related to SERVQUAL and SERVQHOS models during the period 2010-2015.Materials and methods: An exploratory literature review of PubMed, ScienceDirect, SciELO, LILACS and Cochrane data is presented.Results: Most studies were published between 2012 and 2014, and the most assessed services were hospitalization, nursing care and hemodialysis.Conclusion: The SERVQHOS model is the most popular in Colombia.

【 授权许可】

CC BY