Beyond satisfaction: a reflective analysis of the experience as a route to humanize the evaluation of the health services

Abstract

Introduction: user satisfaction is the patient’s evaluation of the service’s quality that they receive; In health, this is specifically related to three areas: the structure and staff, the care process and its results. The measurement of these parameters is key to making continuous improvements in services, however, there is still a way to go for these organizational strategies to be truly participatory and people-centered. The objective of this article is to reflexively analyze the knowledge of the user experience as a rute to humanize the health service’s evaluation. Method: reflective analysis based on the documentary review regarding the quality evaluation process of health services in Latin America, a critical reflection is proposed on the use of user experience apply to health as a rute to humanize the health service’s evaluation. Development: the authors suggest applying the user experience paradigm to the evaluation of quality in health services framed in a humanized and person-centered approach through a mixed evaluation design to access the real subjectivity of the experience. Conclusions: three strategies are proposed to achieve the transition from satisfaction to experience from a more holistic and human approach to the evaluation of health services focused on people and oriented to their well-being