Resumo

LLANOS ZAVALAGA, Fernando; ROSAS AGUIRRE, Angel; MENDOZA REQUENA, Daniel  e  CONTRERAS RIOS, Carlos. Comparación de las escalas de Likert y Vigesimal para la evaluación de satisfacción de atención en un hospital del Perú. Rev Med Hered [online]. 2001, vol.12, n.2, pp.52-57. ISSN 1018-130X.

Objectives: To compare patient satisfaction using the Likert and twenty-point scales in patients that were attended in a Peruvian hospital. Material and Methods: In this cross-sectional study, we included 2445 patients of the "Instituto Nacional de Salud del Niño" during March 1998. Patients were asked about their satisfaction with a questionnaire that was performed through the two scales. Results: The two scales had weak association (rho=0.48 p<0.001), and a determinant coefficient of 0.23. According the definition of the satisfaction, the percent of patients "not insatisfied" was higher in the vigesimal scale than the Likert scale (37.9% vs 21.4%, x²=160.8 p<0.001). The twenty-point scale had 70.9% of sensitivity and 71.0% of specifity, with the Likert scale as a gold standard. Conclusions: Measurement of patient satisfaction is different according the scale utilized. The election of a scale must consider the objectives of investigation. ( Rev Med Hered 2001; 12: 52-57 ).

Palavras-chave : Patient satisfaction; Likert scale; scale measurement.

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