Services on Demand
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Revista da Escola de Enfermagem da USP
Print version ISSN 0080-6234
RODRIGUES, Ana Vanessa Deffaccio et al. The development of an instrument to assess nursing care responsiveness at a university hospital. Rev. esc. enferm. USP [online]. 2012, vol.46, n.1, pp.167-174. ISSN 0080-6234. http://dx.doi.org/10.1590/S0080-62342012000100023.
Responsiveness is a quality indicator presented by the World Health Organization in the field of health evaluation. Therefore, the objective of this study was to develop an instrument to evaluate the clients' opinions regarding the responsiveness of the nursing service of a public university hospital. The research was developed in the following stages: developing the instrument based on a literature review, apparent validation, applicability test and pilot test. The instrument allows the identification of the clients' expectations and perceptions, subdivided into aspects related to the Structure Process and Outcomes, measured using a 7-point Likert scale. Based on the results of the pilot test it was possible to establish a numerical indication of the Relative Satisfaction Rate and its interval. The study promoted the development of an acceptability percentage scale for the interval, which indicates the extent to which the nursing service meets the clients' expectations.
Keywords : Nursing services; Quality of health care; Quality indicators; Evaluation; Validation studies.