Validation of instruments for measuring user satisfaction for quality of care

Abstract

Introduction: health institutions face a great challenge when it comes to quality of care, because users currently have a greater awareness of their rights to quality care. And, they attend the establishments in search of an adequate attitude that satisfies the permanence in the institutions, regardless of whether their problem was solved or not. It is here when the personnel who work in health institutions play a fundamental role regardless of the area in which they carry out their activities. Objective: Validate the L2RV instrument, such as the L2RT instrument, and determine the user's satisfaction with respect to the quality of care offered by the nursing staff and thus analyze the user's perception of the care provided by the nursing staff. Materials and methods: The research is field, cross-sectional and exploratory, descriptive, associative and correlational. The design is non-experimental and in the validation of the instruments expert judgment and a pilot test were used. In the pilot test, the L2RV instrument was applied to the finite population that was taken as a census sample of 15 individuals, who were selected in a non-random, non-probabilistic way, while for the L2RT instrument, a population and census sample was used. family of 3 members who were interviewed. Results: the results obtained for each of the instruments are the following: the L2RV instrument has 81.53% reliability, the user's perception of the care provided by the nursing staff is regular and the treatment given by nursing professionals is good to regular, because the staff do not communicate using simple and easily understood terms. The L2RT instrument has 96.22% reliability. Conclusion: Both the L2RV instrument and the L2RT instrument to measure satisfaction and quality of care have been designed and validated incorporating the patient's perspectives. Due to their reliability and validity, they can be used both in research and in practice.