Resumen

KU HERNANDEZ, Karent Fiorella  y  CAMPOS VELASQUEZ, William Jesús. QUALITY OF HEALTH CARE: A SYSTEMATIC REVIEW. Aula Virtual [online]. 2025, vol.6, n.13, e513.  Epub 15-Sep-2025. ISSN 2665-0398.  https://doi.org/10.5281/zenodo.16934244.

The study carries out a systematic review of the quality of health care, highlighting its nature as a fundamental right and pillar for sustainable development since it was framed in Peruvian regulations such as Article 25 of the Regulation of Law N.º 27657 and in the public management instruments (PESEM, PEI and POI) that guide strategic planning in the Ministry of Health, as well as in the SERVQUAL model to evaluate gaps between expectations and experiences of patients, the methodology is based in PRISMA criteria, with searches in different databases and 3.812 records were identified, which after eliminating duplicates and applying inclusion/exclusion criteria were reduced to 21 final studies, the inclusion criteria covered publications between 2019 and 2025, in English, Spanish or Portuguese, and of rigorous scientific design, the results show a diversity of methodological approaches (mainly descriptive and transversal) and cover different Latin American countries (Peru, Ecuador, Chile, Colombia, Mexico, Cuba). The systematic review concludes that improving the appropriateness of health care requires integrating user-centered strategic management models to optimize patient satisfaction and safety.

Palabras clave : Quality of health care; user satisfaction; strategic planning; SERVQUAL model; quality management.

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