In public health services, user experience plays a decisive role in their well-being, although it remains insufficiently explored in academic research. This study proposes an innovative theoretical framework aimed at identifying ways of improving this experience. It postulates that users’ experience is conditioned by their capabilities, particularly accessibility and equity, and that it is influenced by the quality of the services offered by public establishments. This model uses the S-O-R (Stimulus-Organism-Response) approach to analyze the impact of these factors on users’ subjective well-being. The stimulus is shown by Ruger’s (2010) health capability model, which explains the actual chances for fair access to care; the organization relates to how users view the quality of the service, which is measured using the SERVQUAL model (Parasuraman et al., 1988) and the response is reflected in the subjective well-being of users, focusing on life satisfaction and positive emotions (Diener et al., 1999). By examining these components, we can better understand how healthcare services shape individuals’ overall happiness and satisfaction with their lives, ultimately guiding improvements in service delivery and policy-making. This comprehensive analysis not only highlights the importance of accessible care but also underscores the need for high-quality interactions between providers and patients (1985). This conceptual framework provides a robust theoretical basis for future empirical studies and a starting point for designing digital solutions tailored to users’ specific needs. These solutions can help to promote equity in access to care while taking into account different socio-economic contexts.