Validez y consistencia de una escala rápida de satisfacción del paciente de consulta externa

espanolAntecedentes: La satisfaccion del usuario es clave para definir y valorar la calidad de la atencion, sin embargo, no existe una escala rapida de satisfaccion del paciente en Mexico. El objetivo fue determinar la validez y consistencia de la Escala Rapida de Satisfaccion del Paciente de Consulta Externa (ERSaPaCE). Metodo: Estudio comparativo, observacional, transversal, pro- lectivo. En la fase 1 se elaboro un modelo de escala rapida, que se sometio a la valoracion de expertos en atencion medica; se realizaron pruebas piloto con 10 pacientes por ronda, tantas veces como fuera necesario hasta lograr 20 aprobaciones. En la fase 2 se aplico el cuestionario resultante y la escala de Satisfaccion del Usuario de Consultas Externas (SUCE) a usuarios de consulta externa; la ERSaPaCE se reaplico telefonicamente siete a 10 dias despues. Se utilizo estadistica descriptiva, α de Cronbach, Spearman y coeficiente de correlacion intraclase (CCI). Resultados: Se reclutaron 200 pacientes, 53 % con edad de 31 a 60 anos, 51.5 % mujeres y 48.5 % hombres de la consulta externa de 13 especialidades; α de Cronbach de ERSaPaCE = 0.608, CCI = 0.98 (p = 0.000) y validez convergente = 0.681 (p = 0.000) por rho de Spearman. Conclusiones: ERSaPaCE fue un instrumento valido y consistente para evaluar la satisfaccion del usuario de consulta externa. EnglishBackground: User satisfaction is key to define and assess the quality of care; however, there is no patient satisfaction rapid scale in Mexico. Our objective was to determine the validity and consistency of an outpatient department user satisfaction rapid scale (ERSaPaCE). Method: Comparative, observational, cross-sectional, prolective study. In phase 1, a rapid scale model was developed, which was submitted to experts in medical care for assessment; the instrument was pilot-tested in 10-patient groups, using as many rounds as required until it obtained 20 approvals. In phase 2, the resulting questionnaire and the Outpatient Service User Satisfaction (SUCE) scale were applied to outpatient department users. ERSaPaCE was reapplied by telephone 10 days later. Descriptive statistics, Cronbach’s α, Spearman’s correlation and intra-class correlation coefficient (ICC) were used. Results: Two-hundred patients were recruited, out of which 53 % were aged 31-60 years; 51.5 % were women and 48.5 % men, all of them users of the outpatient services from 13 specialties. Cronbach’s α for ER- SaPaCE was 0.608, whereas ICC was 0.98 (p = 0.000). Convergent validity was 0.681 (p = 0.000) using Spearman’s rho. Conclusion: ERSaPaCE was a valid and consistent instrument for the assessment of outpatient department user satisfaction.