Quality Saúde – uma adaptação transcultural multicêntrica dos constructos da escala Servqual de satisfação para o SUS, por translação de conhecimento de especialistas e usuários

Abstract

The Federal Council of Medicine (2014, 2015) published research that revealed an alleged dissatisfaction of more than 87% of the Brazilian population with regard to public health and supplementary health. In an integrative bibliographical research on the measurement of quality and satisfaction of the health user in Brazil, the results obtained are timid, besides there are no records of standardization of quality measurement and satisfaction systems in SUS. In turn, a brief analysis of the scale proposed in the Gespública initiative (BRASIL, 2014) reveals much similarity with the five dimensions and with the 22 questions of the original Servqual scale (PARASURAMAN et al., 1991a; BERRY et al., 1994), but there is no evidence of the validity in the construction of the satisfaction scale that makes up the IPPS. Objective: The questions of the Servqual scale were studied aiming at the validation of constructs (ideasforces) representative of the 22 original issues within the SUS. Methods: The results obtained from the replies of 195 professionals and 506 users, in three successive phases (expert panel, Delphi groups and field survey), were objects of descriptive analysis and of statistical significance. Results/conclusions: the 40 constructs, 22 subdimensions and 05 (macro) dimensions emerged and had mean values above level 3 (relevant) were used for inferential analysis with methodological rigor. The reliability and validity analyze resulted in a final model of 38 constructs, 15 subdimensions and four macro dimensions that may, in the future, base the proposition of pertinent questions on a perceptual quality instrument (satisfaction) in SUS.