This qualitative study aims to analyze the perception of professionals, direct-care assistants, and managers on quality of life of residential users in Chile. Information was gathered by means of focus groups. The results indicate differences in perceptions of quality of life of people with intellectual or developmental disabilities by type of informant. Comments on the quality of life of the residents reflect overly protective attitudes that reduce the chances of being the main actors of their lives. This qualitative approach also allowed the identification of dimensions of the quality of life model which are hampered by institutionalization, such as emotional and material wellbeing. This study emphasizes the importance of mental models supported by professionals and its reflection on the practices that promote quality of life.