Resumen

MASSIP PEREZ, Coralia et al. The evaluation of health satisfaction: a challenge for quality. Rev Cubana Salud Pública [online]. 2008, vol.34, n.4. ISSN 0864-3466.

With the development of mankind and in particular, the advances in the medical field, it is required to make an appeal to humanize health care and to render higher quality services. Medical care quality must be based on activities that assure accessible and equitable health services offered by skilled professionals, taking the available resources into account, and make the user be satisfied with the medical care provided. The present paper was aimed at reflecting on the need of integration of technical elements and objective and subjective processes involved in quality and at putting emphasis on its subjective element, that is, the satisfaction that represents the subjective experience derived from the met or unmet expectations of an individual. The evaluation of satisfaction does not only allow obtaining an excellence indicator but also an excellence tool.

Palabras clave : Evaluation; quality; satisfaction; expectations.