Resumo

RAMIREZ-VALDIVIA, Martha Teresa; MENDOZA-ALONZO, Jennifer Lorena  e  MORAGA-PUMARINO, Ana Fabiola. Development of a quality service indicator for measuring technical efficiency of Family Healthcare Centers. Ing. Desarro. [online]. 2015, vol.33, n.2, pp.238-259. ISSN 0122-3461.  https://doi.org/10.14482/inde.33.2.6451.

Using indicators to evaluate the quality of primary healthcare provided by family healthcare centers plays an important role in improving the service and evaluating its performance. The objective of this work is to develop and validate an indicator for primary healthcare quality service in Chile which is also consistent with the Integrated Healthcare Model with Emphasis on the Family and the Community; it also provides a new variable to evaluate Technical Efficiency. It is developed based upon a detailed literature review, gathering of primary and secondary data, survey applications, focus groups and expert opinions. It is made of two elements: structure and process, divided into four weighted dimensions which outcome is one quality indicator. We present the results of the calculation for the designed indicator based on 259 Chilean Familiy Healthcare Centers, which is validated through four centers, obtaining values of 0.461, 0.876, 0.640, and 0.880, respectively. The CESFAM with the highest value has a better relative quality since there is no standard CESFAM to compare. It is concluded the indicator is valid, useful and consistent; the Pearson Correlation Coefficient analysis and Cronbach's Alpha values confirm these results. Further studies require estimating the value of the indicator at national level.

Palavras-chave : efficiency; indicator; primary healthcare provided; quality service.

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