Validation of a rapid scale of satisfaction for imaging service users
Arturo García-Galicia 1 
, Maricarmen Tapia-Venancio 2 , Eduardo Ortiz-Álvarez 3 , Erika Alonso-Blancas 3 , Diana López-García 4 , Edgar Bautista-Soto 2 , Álvaro J. Montiel-Jarquín 2 , Nancy R. Bertado-Ramírez 1 , Jorge Loría-Castellanos 5
1 Dirección de Educación e Investigación en Salud. Hospital de Especialidades de Puebla, Instituto Mexicano del Seguro Social, Puebla, Pue., México; 2 Dirección de Educación e Investigación en Salud, Centro Médico Nacional Gral. de Div. Manuel Ávila Camacho, Hospital de Especialidades de Puebla, Instituto Mexicano del Seguro Social (IMSS) Puebla, México; 3 Servicio de Imagenología. Centro Médico Nacional, Hospital de Especialidades General de División Manuel Ávila Camacho, Instituto Mexicano del Seguro Social (IMSS), Puebla, Puebla, México; 4 Directorate of Education and Research in Health, High Speciality Medical Unit, Specialties Hospital of Puebla,Centro Médico Nacional Gral. de Div. Manuel Ávila Camacho, Instituto Mexicano del Seguro Social, Puebla of Zaragoza, Puebla, Mexico; 5 Coordinación de Proyectos Especiales en Salud, Instituto Mexicano del Seguro Social, Ciudad de México, México
*Correspondence: Arturo García-Galicia. Email: neurogarciagalicia@yahoo.com.mx
Abstract
Background: The quality of medical care has satisfaction as its main indicator, so having validated and practical instruments take utmost importance for its evaluation.
Objective: To design, validate and test the consistency of a new rapid user satisfaction scale for imaging service users.
Material and methods: Comparative, longitudinal study in imaging service patients. It consisted of two phases. Phase 1: design and development of a quick scale to evaluate satisfaction in the imaging service; it was submitted to pilot rounds to evaluate wording until two consecutive satisfactory rounds were achieved. Phase 2: the designed instrument (ERSARAD) and the control survey (SERVQUAL) were applied to the patients after the completion of their study. Cronbach’s alpha was used for internal consistency and Spearman’s rho for concurrent validity.
Results: 323 patients were surveyed and a predominant degree of “satisfied” was obtained in both surveys (52.6% in SERVQUAL and 48.3% in ERSARAD). Internal consistency (Cronbach’s alpha) was 0.949 and concurrent validity (Spearman correlation) was 0.621 (p < 0.001).
Conclusions: The new scale is consistent and valid for assessing patient satisfaction in imaging, besides being a simple, fast and effective scale.
