title: [Personalizing the reference level: gold standard to evaluate the quality of service perceived].
abstract: OBJECTIVE
  To know the cutoff point at which in-house Nuclear Medicine Department (MND) customers consider that the quality of service is good (personalized cutoff).
  
  
  METHODS
  We conducted a survey of the professionals who had requested at least 5 tests to the Nuclear Medicine Department. A total of 71 doctors responded (response rate: 30%). A question was added to the questionnaire for the user to establish a cutoff point for which they would consider the quality of service as good. The quality non-conformities, areas of improvement and strong points of the six questions measuring the quality of service (Likert scale 0 to 10) were compared with two different thresholds: personalized cutoff and one proposed by the service itself a priori. Test statistics: binomial and Student's t-test for paired data.
  
  
  RESULTS
  A cutoff value of 7 was proposed by the service as a reference while 68.1% of respondents suggested a cutoff above 7 points (mean 7.9 points). The 6 elements of perceived quality were considered strong points with the cutoff proposed by the MND, while there were 3 detected with the personalized threshold. Thirteen percent of the answers were nonconformities with the service cutoff versus 19.2% with the personalized one, the differences being statistically significant (difference 95% CI 6.44%:0,83-12.06).
  
  
  CONCLUSIONS
  The final image of the perceived quality of an in-house customer is different when using the cutoff established by the Department versus the personalized cutoff given by the respondent.
authors.affiliation: Investigación y Gestión del Conocimiento, Departamento de Salud del Gobierno de Navarra, Red de Investigación en Servicios de Salud en Enfermedades Crónicas (REDISSEC), España. Electronic address: mi.rodrigo.rincon@cfnavarra.es.
authors.forename: I
authors.initials: I
authors.lastname: Rodrigo-Rincón
authors.affiliation: Servicio de Medicina Preventiva y Gestión de la Calidad, Complejo Hospitalario de Navarra, Pamplona, España.
authors.forename: M
authors.initials: M
authors.lastname: Reyes-Pérez
authors.affiliation: Servicio de Medicina Nuclear, Complejo Hospitalario de Navarra, Pamplona, España.
authors.forename: M E
authors.initials: ME
authors.lastname: Martínez-Lozano
mesh_terms: D006801:Humans; D009684:Nuclear Medicine Department, Hospital / Q000592:standards*; D017060:Patient Satisfaction; D019984:Quality Indicators, Health Care; D012016:Reference Values; D011795:Surveys and Questionnaires
keywords: Calidad percibida; Encuestas; Gold standard; Patrón oro; Punto de corte; Service quality; Survey; Threshold