Introduction:

User satisfaction is considered an important component of quality in the provision of medical services. The SERVQHOS model allows assessing user's perception on different services.

Objective:

To identify the user's perception regarding the quality of the outpatient surgical service of a healthcare institution in Boyacá, Colombia.

Materials and methods:

A descriptive cross-sectional study was conducted using a quantitative approach to analyze the objective and subjective dimensions of quality in outpatient surgical service delivery.

Results:

Sociodemographic variables include: female predominance, average age of 47.5 years, and high school educational attainment. According to the SERVQHOS Scale assessment, the aspects of subjective quality that are better rated by users are staff friendliness, personalized treatment and confidence, while objective quality emphasizes staff appearance, signposting, technology and infrastructure condition.

Conclusion:

The patient's perception of the quality of services has become a determining factor for establishing improvement plans within the framework of administrative activities in health care institutions.

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