Development of a quality service indicator for measuring technical efficiency of Family Healthcare Centers Volumen 33, n.o 2 Julio-diciembre, 2015 ISSN: 0122-3461 (impreso) 2145-9371

Abstract

Using indicators to evaluate the quality of primary healthcare provided

by family healthcare centers plays an important role in improving the

service and evaluating its performance. The objective of this work is to

develop and validate an indicator for primary healthcare quality service

in Chile which is also consistent with the Integrated Healthcare Model

with Emphasis on the Family and the Community; it also provides a new

variable to evaluate Technical Efficiency. It is developed based upon a

detailed literature review, gathering of primary and secondary data,

survey applications, focus groups and expert opinions. It is made of two

elements: structure and process, divided into four weighted dimensions

which outcome is one quality indicator. We present the results of the

calculation for the designed indicator based on 259 Chilean Familiy

Healthcare Centers, which is validated through four centers, obtaining

values of 0.461, 0.876, 0.640, and 0.880, respectively. The CESFAM with the

highest value has a better relative quality since there is no standard CESFAM

to compare. It is concluded the indicator is valid, useful and consistent;

the Pearson Correlation Coefficient analysis and Cronbach’s Alpha values

confirm these results. Further studies require estimating the value of the

indicator at national level.