HIV patients are a vulnerable population to COVID-19, being an infectious disease, even sharing drugs for its treatment. At present, this population has been affected in its care, personal and social dimensions. The COVID-19 health crisis has impacted the regular surveillance and medical supplies needed to keep the deadly disease under control. The objective was: To relate the experiences of patients with HIV who are treated at the Leon Becerra Camacho Hospital of the canton Milagro (Ecuador), during the COVID-19 pandemic. The case study follows the qualitative methodology with a phenomenological approach, with a population of 10 patients diagnosed with HIV who are treated at the Leon Becerra Camacho Hospital. The qualitative data collected was analyzed using the Atlas ti V.9 software. It was known that patients with HIV felt affected at the care level because they did not receive periodic control, likewise anxiety and fear of a possible contagion has generated preventive isolation as a self-care measure. Regarding the information needs, the reports indicated that there is a lack of knowledge in aspects related to the preventive biosafety measures applicable to patients with HIV. In conclusion, there is a significant difference in the quality of care offered to patients before the pandemic and during the pandemic.