Modelos de medición de la calidad de servicio : propuesta de implementación en los establecimientos de sanidad militar-Colombia

Abstract

The Health Institutions and therefore the Military Health Establishments (ESM) as an exceptional regime, have the challenge of ensuring quality in the provision of the service, which is why the objective of this article is to make an exploratory descriptive review of the models most used in the measurement of quality of service from the Nordic and North American School, also addressing the conceptualization of quality and health legislation in Colombia. We started with the problem question: What is the model for measuring quality in health care, more relevant to implement in the ESM-Colombia? The Servqual Model is proposed, as it is a flexible model, validated for Latin America, whose approach is oriented to the integral evaluation of quality. The importance of always providing a quality service and evaluating it is reiterated not only from the user's satisfaction but also from what precedes it: the organization, administration and management of the processes. The expected impact is the assurance of quality in health care; contribute to auditing and accreditation processes in health and characterize the dynamics of health care; generating improvement plans articulated to the general plan of the General Directorate of Military Health.