Introduction:

Currently, quality of service is fundamental in healthcare systems, since it allows external users to be guaranteed a set of minimum conditions in health services.

Objective:

To evaluate the perceptions and expectations of the external user regarding the quality of the service of the Community Health Family Hospital of Quirihue.

Material and Method:

Cross-sectional descriptive study, based on the SERVQUAL model. The sociodemographic variables were analyzed by means of descriptive statistics, the gaps were calculated by means of the difference between perceptions and expectations, and those were tested with paired T and Wilcoxon.

Results:

The variable with the greatest dissatisfaction in Open Care (OC) it was "difficult access to medical or other profesional appointment "; in Closed Care (CC) "personnel without orientation or explanation in a clear and adequate manner during hospitalization"; and in Emergency Care (EC) "delay in attention in the admission box".

Conclusion:

The type of care with the lowest quality of service was OC, followed by EC and finally CC. In the OC, the greatest problems arise in obtaining an appointment to be seen by the doctor and also in the NO fulfillment with the scheduled appointments. In the EC, users refer to great discontent with the immediate attention to their arrival at the service. In the CC, the patients pointed out that the staff DO NOT provide the necessary time to answer the questions or clarify doubts about the health problem for which they are hospitalized.

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