Abstract

KU HERNANDEZ, Karent Fiorella  and  CAMPOS VELASQUEZ, William Jesús. PUBLIC POLICY PLANNING FOR QUALITY OF CARE: A SYSTEMATIC REVIEW. Aula Virtual [online]. 2025, vol.6, n.13, e556.  Epub Dec 27, 2025. ISSN 2665-0398.  https://doi.org/10.5281/zenodo.17750684.

This article offers an analysis of scientific literature about health care and quality, the purpose of which is to search for key factors that affect the client's assessment and the resolution of health services, for which 21 articles rigorously selected from recognized academic journals were analyzed, applying inclusion parameters based on the language and the period of publication and type of document, the results showed that institutional management models, such as SERVQUAL, are fundamental to evaluate and improve the perception of the service, given that variables such as Staff empathy, infrastructure and strategic planning are crucial to achieving effective care. Finally, it is concluded that user perception and care management should guide administrative decisions to strengthen the quality and sustainability of the health system.

Keywords : Quality of care; health management; customer assessment; SERVQUAL model; strategic planning..

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