Abstract
BackgroundThe Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach. This instrument was specifically created for measuring health service quality based on marketing and health care concepts. The aim of this study was to translate and culturally adapt the Health Service Quality Scale into Brazilian Portuguese and to assess the validity and reliability of the Brazilian Portuguese version of the instrument.MethodsWe conducted a cross-sectional, observational study, with public health system patients in a Brazilian university hospital. Validity was assessed using Pearson’s correlation coefficient to measure the strength of the association between the Brazilian Portuguese version of the instrument and the SERVQUAL scale. Internal consistency was evaluated using Cronbach’s alpha coefficient; the intraclass (ICC) and Pearson’s correlation coefficients were used for test-retest reliability.ResultsOne hundred and sixteen consecutive postoperative patients completed the questionnaire. Pearson’s correlation coefficient for validity was 0.20. Cronbach's alpha for the first and second administrations of the final version of the instrument were 0.982 and 0.986, respectively. For test-retest reliability, Pearson’s correlation coefficient was 0.89 and ICC was 0.90.ConclusionsThe culturally adapted, Brazilian Portuguese version of the Health Service Quality Scale is a valid and reliable instrument to measure health service quality.
Highlights
The Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach
The Health Service Quality Scale is a multidimensional hierarchical scale based on interdisciplinary approach. This instrument was created for measuring health service quality based on marketing and health care concepts; its primary dimensions are interpersonal quality, technical quality, environment quality, and administrative quality [11]
From a management point of view, health service quality is seen as a means of gaining competitive advantage and long-term profitability [21,22]
Summary
The Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach. This instrument was created for measuring health service quality based on marketing and health care concepts. It is important to understand that the quality of health services should be evaluated not in general terms, but rather in relation to specific dimensions, such as structure, process and outcome. These are fundamental approaches to quality assessment [3,4]. Patient satisfaction may be defined as a personal evaluation of health services that
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