Measurement of hospitalized patient satisfaction: validation of a scale in a public hospital in Peru

Flores-Valdez N.; Herrera Herrera-Gómez C.; Gonzales-Vargas M.; Avalos-Cueva A.; Mamani-Choque N.; Sosa-Joaquín V.; Flores-Palacios R.J. · Acta Medica Peruana (2025) · DOI: 10.35663/amp.2025.424.3990

Resumen

Objective: To determine the psychometric validity and reliability of the SERVQHOS instrument in patients from the Medicine Service of Hospital III Daniel Alcides Carrión, EsSalud Tacna, Peru. Materials and methods: A cross-sectional study was conducted with a sample of 1,080 patients. Content validity was analyzed through expert judgment and Aiken's V index. To evaluate construct validity, exploratory and confirmatory factor analyses (EFA and CFA) were conducted. Results: The appropriateness of factor analysis was supported by a Kaiser-Meyer-Olkin (KMO) index of 0.961 and a statistically significant Bartlett's test of sphericity (p < 0.001). The CFA showed satisfactory fit indices, including absolute indices (RMSEA = 0.10; SRMR = 0.041) and incremental indices (TLI = 0.971; CFI = 0.981). Reliability was estimated using a global Cronbach's alpha coefficient (α = 0.950) and a global McDonald's omega coefficient (ω = 0.950), both indicative of high reliability. Conclusions: The instrument, comprising two dimensions and 14 items, is adequate for measuring hospitalized patient satisfaction, given its adequate evidence of psychometric validity and high internal consistency. This model constitutes a valid, reliable, and efficient tool for evaluating the perceived quality of care in the hospitalization area of EsSalud.

Instituciones: Universidad Privada de Tacna; Universidad Nacional Jorge Basadre Grohmann