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 journalArticle

Abstract

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.

Original languageSpanish
Pages (from-to)440-443
Number of pages4
JournalGaceta sanitaria / S.E.S.P.A.S
Volume23
Issue number5
DOIs
StatePublished - Sep 2009
Externally publishedYes

Fingerprint

Public Health
United States Public Health Service
Spain
Sleep
Safety
Health
Surveys and Questionnaires
Problem Behavior

Keywords

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

ASJC Scopus subject areas

  • Public Health, Environmental and Occupational Health

Cite this

Junyent, I., Villalbí, J. R., Ballestín, M., Durán, J., García-Rodríguez, A., & Peracho, V. (2009). Evaluación de la calidad en salud pública: aplicación a un centro de acogida de animales de compañía. Gaceta sanitaria / S.E.S.P.A.S, 23(5), 440-443. https://doi.org/10.1016/j.gaceta.2009.02.009

Evaluación de la calidad en salud pública : aplicación a un centro de acogida de animales de compañía. / Junyent, Imma; Villalbí, Joan R.; Ballestín, Manuela; Durán, Júlia; García-Rodríguez, Aleix; Peracho, Víctor.

In: Gaceta sanitaria / S.E.S.P.A.S, Vol. 23, No. 5, 09.2009, p. 440-443.

Research output: Contribution to journalArticle

Junyent, I, Villalbí, JR, Ballestín, M, Durán, J, García-Rodríguez, A & Peracho, V 2009, 'Evaluación de la calidad en salud pública: aplicación a un centro de acogida de animales de compañía', Gaceta sanitaria / S.E.S.P.A.S, vol. 23, no. 5, pp. 440-443. https://doi.org/10.1016/j.gaceta.2009.02.009
Junyent, Imma ; Villalbí, Joan R. ; Ballestín, Manuela ; Durán, Júlia ; García-Rodríguez, Aleix ; Peracho, Víctor. / Evaluación de la calidad en salud pública : aplicación a un centro de acogida de animales de compañía. In: Gaceta sanitaria / S.E.S.P.A.S. 2009 ; Vol. 23, No. 5. pp. 440-443.
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