A proposed model of user satisfaction with medical emergency services by using the SERVQUAL model

Context: Health care quality has been widely discussed for over 40 years. However, it is still complex to define, understand, and assess it due to the multiple factors it involves, especially in the emergency services. Aims: To identify the main factors that influence the quality of the medical emergency services provided across the health care network of one of the Health Promoting Entities (abbreviated EPS in Spanish) in Medellín, Colombia. Methods: An exploratory qualitative study was conducted based on the foundations of the SERVQUAL model. A total of 511 people, selected by means of criterion-based nonprobability sampling, participated in this study. Results: Three key factors were found to influence users’ perceived quality of emergency services in Medellín. The first factor corresponds to assurance and trust; the second, to institutional infrastructure; and the third, to responsiveness and its impact on expected and experienced service. This latter proves that patient follow-up is important to enhance user perception of such services. Conclusions: Service quality measurement models are a fundamental tool to identify the real variables that affect patients’ perception of a service. In addition, they help to improve the value chain processes involved in providing a service that fully satisfies user expectations.