Diseño De Un Instrumento Bajo Criterios De Confiabilidad Y Validez Para Medir La Satisfacción Del Cliente Frente A La Atención En Salud, Recibida Por Usuarios Hospitalizados Próximos A Dar De Alta, En Una Institución Con Acreditación Internacional “Joint Commission International” En El Departamento De Santander – Colombia

Abstract

The purpose of this research work was designed an instrument which, under reliability and validity criteria, can measure customer satisfaction with the health care received by hospitalized users who are about to be discharged from an institution with international accreditation "Joint Commission International" in the department of Santander-Colombia. The type of research was mixed, of evaluative, exploratory, and cross-sectional scope. The data collection technique was the review and research of documentary and scientific sources, associated to the dimensions, standards, and criteria to evaluate customer satisfaction in a health institution accredited by the JCI. The sample selected for the research is the Hospital Internacional de Colombia (HIC), and the instrument designed is intended to be applied to patients of this institution who are about to be discharged. The result of the research shows that the items formulated in the experts' opinion indicate that according to the values established in the calculation of Aiken's V coefficient, the scores ranged between 0. 7 and 1, which allows assert that there is sufficient agreement between the ranges given by the judges, therefore, it complies with the required validity parameters, likewise in the calculation of reliability by Cronbach's coefficient, the questionnaire was applied exclusively in a sample selected at the convenience of the researcher, which gave a score of 0.77, which indicates that it has excellent reliability. In conclusion, the objective was achieved, i.e., an instrument was designed that considers the patient leaving the health center, how they perceived the care received and how, in terms of quality, the accreditation of the center is completely in tune with the type of care received by all hospitalized patients.