Introduction:

The COVID-19 pandemic has brought daunting challenges to the delivery of healthcare services globally in a variety of ways. So, the quality of care during the pandemic could have been affected.

Objective:

To determine the satisfaction of the external user regarding the quality of care at the Pampas Hospital (Huancavelica, Peru) in the context of a pandemic from January to March 2021.

Materials and methods:

Single group pretest-posttest design study. The sample studied was 114 users of the Pampas Hospital in the context of the COVID-19 pandemic. To assess satisfaction, the SERVQUAL questionnaire was used, made up of 22 questions on expectations, given to the user minutes before entering the consultation and 22 questions on perceptions, evaluated after the patient was seen.

Results:

The largest number of patients was female (66.67%), the predominant age range was 30 to 59 years (53.51%), most (92.98%) have Comprehensive Health Insurance. and the most frequent type of user are continuers (76.32%). An overall satisfaction of 56.20% was obtained, which basically depends on the dimensions of quality: security (60.75%), empathy (61.58%) and tangible aspects (63.38%).

Conclusion:

The percentage of satisfaction with the quality of the external user was 56.20%.You must continue to improve in the dimensions with good satisfaction and implement strategies for the levels of dissatisfaction.