Resumen

NAVA CARPIO, F.. Evaluation of external user satisfaction psicopedagógico institute: a challenge to the quality. Arch.Boliv.Med. [online]. 2015, vol.23, n.91, pp. 75-78. ISSN 0004-0525.

SUMMARY With the development of society and in particular, the advances in the medical field, it is re-quired 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, considering the available resources, 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 rep-resents the subjective experience derived from the met or unmet expectations of an individual. The evaluation of satisfaction does not only al-low obtaining an excellence indicator but also an excellence tool.

Palabras llave : Evaluation; quality; satisfaction; expectations.