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Abstract
Objective. Determine the perceived quality of care and sociodemographic characteristics of users of the clinical laboratory service of the Centro de Salud Pucará, Jaén, Peru, 2023. Material and methods. Non-experimental and correlational study in a representative and probabilistic sample of 197 external users. The quality of care was measured with a SERVQUAL scale validated for the clinical laboratory service; while the sociodemographic variables and provision through a structured interview guide. Results. The sample was characterized by a median age of 37 years, predominance of the female sex (60.4%), married marital status (54.8%), level of secondary education (53.8%), Castilian ethnicity (69.0%) and type of continuing user (73.6%). 37.6% (95%CI=30.8 - 44.4) and 28.4% (22.1 - 34.7) perceived good and poor quality of care, respectively. An association was observed between the type of user and poor quality of care (p=0.012), where the new user was twice as likely to perceive poor quality of care compared to the continuing user (p=0.001; RPa=2, 01; 95%CI=1.33 - 3.05). Conclusions. Two to three out of every 10 external users in the study population expressed poor quality of care, which was related to the type of new user.
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