Resumo

CESPEDES QUIROS, Yehudi; CORTES ANGEL, Rafael  e  MADRIGAL MENESES, Mariela. Validation of an instrument to measure quality perception of the pharmaceutical services in the Costa Rican Public Health System. Rev. costarric. salud pública [online]. 2011, vol.20, n.2, pp.75-82. ISSN 1409-1429.

Objective: To develop a valid and reliable instrument to assess the perceived quality by the users of pharmaceutical services in the Costa Rican Public Health System.   Methods: It was developed an instrument conformed of three dimensions: technical, interpersonal, and environmental, with 53 Likert scale items. It was evaluated by four pharmacy professionals with extensive experience in investigative, administrative and clinical areas, from which turned out in a questionnaire of 49 questions applied to 115 users of the Pharmacy from the San Rafael de Alajuela Hospital. To analyze unidimensionality was applied factor analysis, for reliability the item-total correlation, and for internal consistency Cronbach’s alpha. The statistical package used was SPSS, version 17.   Results: Factor analysis determined unidimensionality in the instrument, the first factor accumulated 30,1% of the total variance and the second 8,1%, which means that all the items that comprise the actual indicator is measuring a single construct theoretical, that means that forms a scale. Reliability analysis suggested the elimination of five items and another by aspects of internal consistency, for a final Cronbach’s alpha of 0,951.   Conclusions: This is the first valid and reliable instrument for measuring perceived quality in pharmacy units of Costa Rican’s Social Security

Palavras-chave : perception; pharmaceutical services; health care; Costa Rica.

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