RESUMO
The quality of care has always been a subject of interest to the Instituto Nacional de la Nutrición "Salvador Zubirán", in order to improve its services. This interest led to the present survey which aims to evaluate the patient's global satisfaction and to identify specific problems susceptible of improvement. One hundred and seventy-one patients or relatives attending eight different services of the Institute were interviewed. Opinions about the following aspects were explored by means of service-specific questionnaires: sociodemographic characteristics, satisfaction with care, waiting periods, patient-personnel relationship, hospital environment, food quality, drug availability and costs. Results of the survey show a high level of satisfaction with the services provided, i.e. 33% of the patients considered it good, and 64% excellent. However, and in agreement with other reports, this high level of satisfaction does not necessarily reflect an absence of problems, i.e. long waiting periods, insufficient restrooms, failures in getting information about their health status, and occasional absence of drugs in the pharmacy were identified. Continuation of this kind of surveys in our setting leads not only to the identification of problems, but also to the evaluation of the impact that resulting measures may have on the patient's satisfaction.