Evaluación de la calidad en salud pública: aplicación a un centro de acogida de animales de compañía

Translated title of the contribution: Quality evaluation in public health: the case of an animal shelter

Imma Junyent, Joan R. Villalbí, Manuela Ballestín, Júlia Durán, Aleix García-Rodríguez, Víctor Peracho

Research output: Contribution to journalArticlepeer-review

1 Scopus citations


Objective: There is growing interest in integrating quality approaches to the management of public services. The aim of the present study was to develop a comprehensive evaluation of service quality in the animal shelter managed by the public health services of the city of Barcelona (Catalonia, Spain). Methods: An evaluation study with three components was performed. Trends in the shelter's activity indicators (2000-2006) were analyzed, compliance with current regulations and protocols was assessed with an internal audit (2006), and user-customer satisfaction was measured with a survey based on the SERVPERF model (2006). Results: The number of animals put to sleep was reduced by almost 70% and the number of adoptions increased. The audit detected 10 non-conformities (3.2% of items), none of which was related to customer service. In the satisfaction survey, the quality dimensions with the highest scores were safety (94.2%) and empathy (81.8%). The emergence of behavioral problems (p=0.039) or health problems (p=0.068) in the adopted animals had a negative influence on quality perception among adopters. Conclusions: A comprehensive scheme for the evaluation of this service is feasible. There is compliance with established protocols and regulations. The results of the survey show a high degree of user satisfaction.

Translated title of the contributionQuality evaluation in public health: the case of an animal shelter
Original languageSpanish
Pages (from-to)440-443
Number of pages4
JournalGaceta Sanitaria
Issue number5
StatePublished - Sep 2009


  • Domestic animals
  • Evaluation studies
  • Organization and administration
  • Public health
  • Quality indicators

ASJC Scopus subject areas

  • Public Health, Environmental and Occupational Health


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