Un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de Chile

Background: One of the main determinants of quality in the public health care services is the perceived user satisfaction. Aim: To analyze the relationship between supply (User Orientation of Management) (UO), demand (User Satisfaction with service components) (US) and subjective indicators of effec...

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Autores principales:	Riveros S,Jorge, Berné M,Carmen, García-Uceda,Esperanza
Lenguaje:	Spanish / Castilian
Publicado:	Sociedad Médica de Santiago 2012
Materias:	Health Services accessibility Hospitals, public Management audit Patient satisfaction
Acceso en línea:	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0034-98872012000500004
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spelling	oai:scielo:S0034-988720120005000042013-11-06Un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de ChileRiveros S,JorgeBerné M,CarmenGarcía-Uceda,Esperanza Health Services accessibility Hospitals, public Management audit Patient satisfaction Background: One of the main determinants of quality in the public health care services is the perceived user satisfaction. Aim: To analyze the relationship between supply (User Orientation of Management) (UO), demand (User Satisfaction with service components) (US) and subjective indicators of effectiveness, such as Perceived Global Quality (PGQ) and Global Satisfaction (GS) among hospital service users. Material and Methods: A survey was applied to users of hospital services, asking about management and quality of hospital services and satisfaction with the service provided. Data was analyzed with exploratory and confirmatory factorial analyses. Structural Equation Models were used to test the hypotheses implied in the theoretical model of effectiveness. Results: The cause-effect relationship between UO and US was confirmed. There was also a direct relationship between PGQ and GS. Conclusions: Efficient nursing and administrative personnel are of highest importance to improve user satisfaction. The hospital management must pay extreme attention to this kind of staff in order to be effective from the point of view of their patients.info:eu-repo/semantics/openAccessSociedad Médica de SantiagoRevista médica de Chile v.140 n.5 20122012-05-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0034-98872012000500004es10.4067/S0034-98872012000500004
institution	Scielo Chile
collection	Scielo Chile
language	Spanish / Castilian
topic	Health Services accessibility Hospitals, public Management audit Patient satisfaction
spellingShingle	Health Services accessibility Hospitals, public Management audit Patient satisfaction Riveros S,Jorge Berné M,Carmen García-Uceda,Esperanza Un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de Chile
description	Background: One of the main determinants of quality in the public health care services is the perceived user satisfaction. Aim: To analyze the relationship between supply (User Orientation of Management) (UO), demand (User Satisfaction with service components) (US) and subjective indicators of effectiveness, such as Perceived Global Quality (PGQ) and Global Satisfaction (GS) among hospital service users. Material and Methods: A survey was applied to users of hospital services, asking about management and quality of hospital services and satisfaction with the service provided. Data was analyzed with exploratory and confirmatory factorial analyses. Structural Equation Models were used to test the hypotheses implied in the theoretical model of effectiveness. Results: The cause-effect relationship between UO and US was confirmed. There was also a direct relationship between PGQ and GS. Conclusions: Efficient nursing and administrative personnel are of highest importance to improve user satisfaction. The hospital management must pay extreme attention to this kind of staff in order to be effective from the point of view of their patients.
author	Riveros S,Jorge Berné M,Carmen García-Uceda,Esperanza
author_facet	Riveros S,Jorge Berné M,Carmen García-Uceda,Esperanza
author_sort	Riveros S,Jorge
title	Un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de Chile
title_short	Un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de Chile
title_full	Un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de Chile
title_fullStr	Un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de Chile
title_full_unstemmed	Un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de Chile
title_sort	un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de chile
publisher	Sociedad Médica de Santiago
publishDate	2012
url	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0034-98872012000500004
work_keys_str_mv	AT riverossjorge unmodeloestructuralparamedirlaefectividaddelosservicioshospitalariosaplicacionenhospitalespublicosdelsurdechile AT bernemcarmen unmodeloestructuralparamedirlaefectividaddelosservicioshospitalariosaplicacionenhospitalespublicosdelsurdechile AT garciaucedaesperanza unmodeloestructuralparamedirlaefectividaddelosservicioshospitalariosaplicacionenhospitalespublicosdelsurdechile
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Un modelo estructural para medir la efectividad de los servicios hospitalarios: aplicación en hospitales públicos del sur de Chile

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