Perceptions of quality of care from the perspective of family planning service usersat the Infantas Health Center, Lima, Peru, 2022

Abstract

Objective. This study, entitled “Perceptions of the Quality of Care from the Perspective of Users of the Family Planning
Service at the Infantas Health Center, Lima, Peru, 2022,” aimed to determine users’ perceptions of the quality of care
in order to identify shortcomings in the care provided and contribute to its improvement. Method.  The study was a
mixed-methods (qualitative and quantitative), observational, descriptive, and cross-sectional study. It was divided into
three stages: the first quantitative, the second qualitative, and the third a quantitative-qualitative triangulation. The
quantitative study population consisted of 658 users, while the qualitative study population consisted of 10 users. The
modified SERVQUAL survey was used as the measurement instrument for the quantitative stage, and the in-depth
interview was used for the qualitative stage. Results. Was established that patients have a positive perception of the
quality of care. Specifically, 61.2% reported a positive perception of reliability, 70% of patients reported a positive
perception of responsiveness, 78% reported a positive perception of safety, 82% reported a positive perception
of empathy, and 72% reported a positive perception of tangible aspects. The qualitative study also confirmed that
patients have a positive perception of the quality of care. Conclusion. The patients expressed favorable attitudes and 
recognized the importance of receiving quality care.