Metodologia de medição da qualidade em laboratórios clínicos

Autores

  • María de Lourdes Cárcamo Solís Universidad de Guanajuato, México
  • María del Pilar Arroyo López Instituto Tecnológico de Estudios Superiores de Monterrey, México
  • Ramón Navarrete Reynoso Universidad de Guanajuato, México
  • Erika Lourdes González Rosas Universidad de Guanajuato, México

DOI:

https://doi.org/10.15665/dem.v19i3.2758

Palavras-chave:

ensaio de perceção, qualidade, serviço e análise clínica

Resumo

O objetivo da investigação foi desenvolver um modelo teórico-metodológico de perceção de qualidade nos utilizadores do serviço laboratorial privado de estudos clínicos em Moroleón, Guanajuato, México. A qualidade do serviço é a prestação de serviços aos clientes, enquanto a satisfação do cliente é a experiência do cliente com os serviços. O modelo de Equações Estruturais é sólido na sua explicação e significado porque mostra a relação positiva e significativa que os elementos tangíveis têm, com capacidade de resposta, com a acessibilidade e fiabilidade dos utilizadores e os seus efeitos diretos - indiretos

Referências

Amin, M. y Siti, Z. N. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance, 18(3): 238-254.https:// doi.org/ CGIJ-05-2012-0016

Asparouhov, T., Hamaker, E.L. & Muthen, B. (2018). Dynamic structural equation models. Structural Equation Modeling: A Multidisciplinary Journal, 25:3, 359-388, DOI: 10.1080/10705511.2017.1406803

Barbakus, E. y Mangold, G. (1992). Adapting the SERVQUAL scale to hospital services: an empirical investigation, HSR: Health Services Research, 26 (6), 7767-7786. PMID: 1737708 PMCID: PMC1069855

Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30 (1), 8-32. ISSN: 0309-0566

Cabello. M.E. (2001). Calidad de la Atención Medica: ¿Paciente o cliente?. Rev Med Hered [online]12 (3), 96-99. DOI: https://doi.org/10.20453/rmh.v12i3.2391

Constitución Política de los Estados Unidos Mexicanos (8 de mayo de 2020). http://www.diputados.gob.mx/LeyesBiblio/pdf/1_080520.pdf

Cronbach, L. (1951). Coefficient alpha and internal structure of test. Psychometrica. 16. Pp. 297-335. Doi: 10.1007/BF02310555

Dagger, T.C. Jillian C. Sweeney, J.C., . Johnson, L.W. (2007). A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model. Journal of Service Research, 10 (2), 123-142. https://doi.org/10.1177/1094670507309594

Diario Oficial de la Federación (2020). http://www.diputados.gob.mx/LeyesBiblio/pdf_mov/Constitucion_Politica.pdf

Diario Oficial. (2012). NORMA Oficial Mexicana NOM-007-SSA3-2011, Para la organización y funcionamiento de los laboratorios clínicos. http://www.salud.gob.mx/cdi/nom/compi/NOM-007-SSA3-2011.pdf

Estadísticas de personas fallecidas a causa del coronavirus (COVID-19) en América Latina y el Caribe al 16 de noviembre de 2020.https://es.statista.com/estadisticas/1105336/covid-19-numero-fallecidos-america-latina-caribe/

Goel P., Malik G., Prasad S., Rani I., Manhas S. & Goel K. (2020) Analysis of performance of clinical biochemistry laboratory using Sigma metrics and Quality Goal Index. Practical Laboratory Medicine 23. https://doi.org/10.1016/j.plabm.2020.e00195

Hailu, H. A., Desale, A., Yalew,A., Asrat,H., Kebede,S., Dejene, D., Abebe, H., Gashu, A., Yenealem, D., Moges,B., Yemanebrhane, N., Melese, D.,Gurmessa, A., Mohammed,A., Getu, Z., Ayana, G., Kebede, A., y Abate, E. (2020). Patients´satisfaction with clinical Laboratory Sevices in Public Hospitals in Ethiopia. BMC Health Services Research. https://doi.org/10.1186/s12913-019-4880-9.

Hair, j. Hult, G., Ringle,C. & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS SEM). SAGE Publications. USA Second Edition, CA: SAGE Publications.

Harrison J.P. y McDowell, G.M. (2008). The role of laboratory information systems in healthcare quality improvement. Laboratory information systems, 21(7), 679-691.https://doi.org/ 10.1108/09526860810910159

Hovenga, J.S.E. y Lowe, CH. (2020). Chapter 11 - Measuring health service quality, pp. 355-388 In Havana, J.S.E. y Lowe, CH. Measuring Capacity to Care Using Nursing Data. Australia: Academic Press, ISBN: 9780128169773. https://doi.org/10.1016/B978-0-12-816977-3.00011-3

International Organization for Standardization, ISO (2005). General Requirements for the Competence of Testing and Calibration of Laboratories. ISO/IEC 17025.

Jöreskog K. y Sörbom D. (1981). LISREL: Analysis of linear structural relationships by maximum likelihood and least squares methods. Chicago, IL: National Educational Resources.

Lee N.Y. (2019) Reduction of pre-analytical errors in the clinical laboratory at the University Hospital of Korea through quality improvement activities. Clinical Biochemistry 70, pp. 24-29. https://doi.org/10.1016/j.clinbiochem.2019.05.016

Malagón, L.G., Galán, M.R., Pontón, L. G. (2008). Administración hospitalaria Tercera edición, Bogotá, Colombia: Editorial Medica Panamericana. ISBN: 978 958 9181 980. Consulta 11/marzo/ 2021 en https://books.google.es/books?hl=es&lr&id=lrMCVNsvX70C&oi=fnd&pg=PA5&dq=Malag%C3%B3n,+Gal%C3%A1n+y+Pont%C3%B3n,+2008+&ots=Jr2tZONDcA&sig=84vSg8JvEn4omnUCAoZ-gc7j2b4&pli=1#v=onepage&q=Malag%C3%B3n%2C%20Gal%C3%A1n%20y%20Pont%C3%B3n%2C%202008&f=false

Molero, T., Panunzio, A., Cruz, S., Núñez, M., Zambrano, M., Parra, I. & Sánchez, J. (2010). Gestión de la calidad de atención en laboratorios clínicos de hospitales públicos en Maracaibo, Venezuela. Revista de Salud Pública. 12(4). Pp. 658-668.

Muthén, B. & Muthén, L. (1998-2007). Mplus Version 5.0 statistical analysis with latent variables: User's Guide (Fourth ed.). Los Angeles, CA: Muthen & Muthen.

Ndungu S., Wanjau K., Gichira R., Mwangi W. (2017). Moderating Role of Entrepreneurial Orientation on the Relationship Between Information Technology Competence and Firm Performance in Kenya. International Journal of Professional Business Review 2 (2), pp. 1-22.

Nyeck, S., Ladhari, M.M.R. and Pons, F. (2002). 10 years of service quality measurement: reviewing hospital laboratory: use of satisfaction surveys. Scandinavian Journal of Primary Health Care, 28 (1), 24-28. ISNN 2218-0648 (on line) ISSN: 2077-1886 (printed)

Organización Mundial de la Salud (OMS). (2016). Manual del Sistema de Gestión de la Calidad en el Laboratorio (LQMS). https://apps.who.int/iris/bitstream/handle/10665/252631/9789243548272spa.pdf;jsessionid=01BDB806E683480E477DC307E9D1B20E?sequence=1

Parasuraman, A. Zeithaml, V.A. y Berry, L.L. (1985). A conceptual model services quality and its implications for future research. Journal Of Marketing, 49 (4), 41-50. URL: http://www.jstor.org/stable/1251430.

Parasuraman, A. Zeithaml, V.A. y Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40. https://www.researchgate.net/profile/Valarie_Zeithaml/publication/225083802_SERVQUAL_A_multiple-_Item_Scale_for_measuring_consumer_perceptions_of_service_quality/links/5429a4540cf27e39fa8e6531/SERVQUAL-A-multiple-Item-Scale-for-measuring-consumer-perceptions-of-service-quality.pdf

Parasuraman, A. Zeithaml, V.A. y Berry, L.L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing, 58 (1), 111-124. https://www.researchgate.net/profile/Valarie_Zeithaml/publication/238383276_Reassessment_of_Expectations_as_a_Comparison_Standard_in_Measuring_Service_Quality_Implications_for_Further_Research/links/02e7e53cd16b214f37000000/Reassessment-of-Expectations-as-a-Comparison-Standard-in-Measuring-Service-Quality-Implications-for-Further-Research.pdf

Parasuraman, A. Zeithaml, V.A. y Berry, L.L. (2001). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201-230. https://www.researchgate.net/profile/Valarie_Zeithaml/publication/2224 Alternative_Scales_for_Measuring_Service_Quality-A_ComparativeAssessment_Based_on_Psychometric_and_Diagnostic_Criteria/links/59f0e53ba6fdcc1dc7b8f28c/Alternative-Scales-for-Measuring-Service-Quality-A-Comparative-Assessment-Based-on-Psychometric-and-Diagnostic-Criteria.pdf

Prayag, G. (2007). Assessing international tourists´perceptions of service quality at air Mauritius. International Journal of Quality & Realibility Management, 24 (5), 492-514. https://doi.org/10.1108/02656710710748367

Qureshi M. S., Aziz N. & Mian, S. A. (2017). How Marketing Capabilities Shape Entrepreneurial Firm´s Performance? Evidence from New Technology Based Firms in Turkey. Journal of Global Entrepreneurship Research 7 (15).

Ramessur, V., Hurreeram, D.K., y Maistry, K. (2015). Service quality framework for clinical laboratories.International Journal of Health Care Quality Assurance, 28 (4), 367-381. https://doi.org/ DOI: 10.1108/ijhcqa-07-2014-0077

Rashid, W.E.W. and Jusoff, K. (2009). Service quality in healthcare setting. International Journal of Health Care Quality Assurance, 22 (5), 471-482. https://doi.org/10.1108/09526860910975580

Rigdon, E. (1996). CFI versus RMSEA: A comparison of two fit indexes for structural equation modeling. Structural Equation Modeling: A Multidisciplinary Journal. 3(4), 369-379. DOI: 10.1080/10705519609540052.

Rigdon, E. (2016). Choosing PLS path modeling as analytical method in European management research: A realist perspective. European Management Journal. 34. pp. 598-605. Doi: 10.1016/j.emj.2016.05.006

Rohilla R., Bathia M., Paul M. Ji Omar B., Gupta P. (2020) Analysis of trends of post-analytical quality indicators in Clinical Bacteriology laboratory: A pilot study from a tertiary care teaching hospital in Uttarakhand. India. Indian Journal of Medical Microbiology (In Press). https://doi.org/10.1016/j.ijmmb.2020.10.001

Hovenga, J.S.E. y Lowe, R.N.CH. (2020). Chapter 11 Measuring health service quality in Measuring

https://doi.org/10.1016/B978-0-12-816977-3.00011-3

Meybodi, A.R. (2012). Measuring service quality using SERVQUAL model: a case study of brokerage offices in Iran. International Journal of Quality Research, 6 (1), 55-61.

Molero, Tania; Panunzio, Amelia; Cruz, Solbellys; Núñez, Milagros; Zambrano, Mariana; Parra, Irene; Sánchez, Jesús (2010). Gestión de la calidad de atención en laboratorios clínicos de hospitales públicos en Maracaibo, Venezuela Revista de Salud Pública, vol. 12, núm. 4, 2010, pp. 658-668 Universidad Nacional de Colombia Bogotá, Colombia. https://www.redalyc.org/articulo.oa?id=42217796012

Nouri, F., Pourreza, a.. Azami, S.R., Shaarbafchi, N., Azadi, F., and Pakdaman, A. (2013). Comparative study of service quality in selected hospitals of Tehran university of medical sciences,te private hospital and social security dimension SIX SERVQUAL model. International Journal of Applied and Basic Sciencies, 7 (10),661-666. Available at: www.irjabs.com, ISSN 2251-838X.

Ramessur, V., Hurreeram, D.K. y Maistry, K. (2015). Service quality framework for clinical laboratories. Quality framework for clinical laboratories. International Journal of Health Care Quality Assurance, 28 (4), 367-381. . https://doi.org/10.1108/IJHCQA-07-2014-0077

Salud e Industria Farmacéutica, (2020).https://es.statista.com/estadisticas/1091192/paises-afectados-por-el-coronavirus-de-wuhan-segun-los-casos-confirmados/

Woodside, A.G. (1990). Linking service quality, customer satisfaction, and behavioral intention. Journal of health care marketing 9(4), 5-17 https://www.researchgate.net/profile/Arch-Woodside/publication/12994830_Linking_service_quality_customer_satisfaction_and_behavioral_intention/links/02bfe511d22fc27ffc000000/Linking-service-quality-customer-satisfaction-and-behavioral-intention.pdf

Yesilada, F. and Direktor, E. (2010). Health care service quality: a comparison of public and private hospitals. African Journal of Business Management, 4 (6), 962-971.

Zeithaml VA, Parasuraman A, Berry LL (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing.; 64(1):12-40. https://books.google.es/books?hl=es&lr=&id=pGIPEAAAQBAJ&oi=fnd&pg=PA30&dq=Zeithaml+VA,+Parasuraman+A,+Berry+LL+(1988).+SERVQUAL:+a+multipleitem+scale+for+measuring+consumer+perceptions+of+service+quality.+Journal+of+Retailing.%3B+64(1):1240.&ots=whfSIrFTDZ&sig=3rpZVD2ukAMfPx68GqpHdJtfjhw#v=onepage&q&f=false

##submission.downloads##

Publicado

2021-10-18

Como Citar

Cárcamo Solís, M. de L., Arroyo López, M. del P., Navarrete Reynoso, R., & González Rosas, E. L. (2021). Metodologia de medição da qualidade em laboratórios clínicos. Dimensión Empresarial, 19(3). https://doi.org/10.15665/dem.v19i3.2758

Edição

Secção

ARTIGOS RESULTADOS DA PESQUISA