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El siguiente trabajo pretende evaluar el grado de satisfacción de los pacientes de diálisis sobre la atención sanitaria recibida y conocer los problemas relacionados con los cuidados recibidos durante su proceso asistencial. Para ello se realizó un estudio cuali-cuantitativo. La población de estudio fueron los pacientes que reciben tratamiento renal sustitutivo en el Hospital Universitario Nuestra Señora de la Candelaria (HUNSC). Los datos cuantitativos se recogieron mediante la utilización de un cuestionario (SERVQHOS) al 71% de la población total. Cada ítem se puntuó en una escala Likert según el grado de satisfacción (de 1 a 5). Para el análisis de datos se utilizó el programa estadístico SPSS 13.0. Para recoger los datos cualitativos, se realizó una pregunta abierta y a la que respondieron algunos de estos pacientes en diarios personales. La satisfacción media global obtenida fue de 4. La profesionalidad del personal sanitario está entre los aspectos mejor valorados (4,2) y los medios de transportes entre los peor valorados (2,1). No se halló relación estadísticamente significativa entre las variables analizadas y el grado de satisfacción de los pacientes. En cuanto a los resultados del análisis cualitativo nos aportó información muy útil para identificar aspectos susceptibles de mejoras relacionados con la atención médica y de enfermería, medios de transportes, ambiente y otros recursos. Abstract: The following work tries to evaluate the satisfaction degree of the dialysis patients regarding the health attention received, and to identify the problems related to the health care services. To achieve this goal a qualitative-quantitative study was designed. The study population were patients who receive renal substitutive treatment in the Nuestra Señora de la Candelaria University Hospital (HUNSC). Quantitative data were collected by using the questionnaire (SERVQHOS) to 71% of the total population. Each item was punctuated in a Likert scale according to the degree of satisfaction (from 1 to 5). The SPSS 13.0 statistical program was used for the data analysis. Qualitative data were collected by formulating an open question which was answered on personal diaries written by some of these patients. The average global satisfaction obtained was 4. The professionalism of the sanitary personnel is among the better aspects valued (4.2) and the transport services among the worse valued (2.1). It was not found statistical significant relation between the analyzed variables and the patients satisfaction degree. Regarding the outcomes of the qualitative analysis, it contributes us very useful information to identify susceptible aspects to improve related to the medical and nursing attention, transport services, ward environment and other resources. Centro de Trabajo: (1) D.U.E. Supervisora Despertar-Reanimación; (2) D.U.E. Técnico Unidad de Calidad (3) Médico Especialista en Medicina Familiar y Comunitaria. Hospital Universitario Ntra. Sra. de la Candelaria (Santa Cruz de Tenerife, Islas Canarias, España) Fecha del Trabajo: 15/05/2007 Palabra Clave: Calidad de los cuidados, satisfacción del paciente, diálisis, investigación cualitativa, cuestionario. Key Words: Care quality, patient satisfaction, dialysis, qualitative research, questionnaire.

The following work tries to evaluate the satisfaction degree of the dialysis patients regarding the health attention received, and to identify the problems related to the health care services. To achieve this goal a qualitative-quantitative study was designed. The study population were patients who receive renal substitutive treatment in the Nuestra Señora de la Candelaria University Hospital (HUNSC). Quantitative data were collected by using the questionnaire (SERVQHOS) to 71% of the total population. Each item was punctuated in a Likert scale according to the degree of satisfaction (from 1 to 5). The SPSS 13.0 statistical program was used for the data analysis. Qualitative data were collected by formulating an open question which was answered on personal diaries written by some of these patients. The average global satisfaction obtained was 4. The professionalism of the sanitary personnel is among the better aspects valued (4.2) and the transport services among the worse valued (2.1). It was not found statistical significant relation between the analyzed variables and the patients satisfaction degree. Regarding the outcomes of the qualitative analysis, it contributes us very useful information to identify susceptible aspects to improve related to the medical and nursing attention, transport services, ward environment and other resources.