Qualitysaude: assessing the experience of using SUS by translating knowledge from experts and users

Abstract

Abstract Background Nationally-based opinion polls showed population dissatisfaction ranging from 54 to 93% and increased from 61% in 2011 to 75% in 2018 (1). The user satisfaction is multifaceted and difficult to measure a field of interest for health decision makers. There is no standardization of quality and satisfaction measurement systems in SUS (1). So, what is the value of SERVQUAL questions for the construction of a SUS satisfaction scale? Methods The research is observational, transversal, using a mixed method of evaluation, within the PhD from the University of Coimbra. The Likert scale (1 to 5) was used to valuation of 195 professionals and 506 users that were assessed by descriptive and inferential statistics. Results Have been validated the 20 questions, 13 sub-dimensions and the five original macro-dimensions (Tangibility, Reliability, Responsiveness, Empathy, and Assurance) by high averages - professionals (>3, IC 3.72-4.69) e users (∼ 4, IC 3.8-4.49). There was mediation (p ≤ 0.005) of the variables level of attention and level of complexity (Users). In the inferential analysis, the reliability and validity of the five Servqual macrodimensions with convergent validation were ensured (AVE > 0,40), adequate reliability (A.C. > 0,60 ou C.C. > 0,60), unidimensionality and discriminant validation (VCM < AVE), but only 15 subdimensions (factor load > 0.50) made up the final model Conclusions The collaborative process, which can be expanded to other contexts or countries, validated a SUS quality assessment model with 20 proposed and validated questions, aligned with the five dimensions of the Servqual scale. Moita GF et al - uma adaptação transcultural multicêntrica dos constructos da escala Servqual de satisfação para o SUS... Rev Serv Público. 2019:325-64. Key messages An innovative SUS quality and satisfaction assessment scale was validated and applied to a web prototype (QualitySaúde), referring to the user experience and SUS management items. The collaborative process validated a SUS quality assessment model with 20 proposed and validated questions, aligned with the five dimensions of the Servqual scale.