Introduction:

Patient and healthcare provider satisfaction is a multidimensional variable of healthcare quality. Communication, care and politeness, the perceived waiting time, the application of advanced technology, as well as an adequate infrastructure, are the factors that should be worked on to increase such satisfaction.

Objective:

To identify the level of satisfaction of patients, family members and service providers at the Institute of Hematology and Immunology.

Methods:

A descriptive and cross-sectional study was carried out during five years (2017-2021). The universe consisted of 1004 people, selected by simple random sampling. The survey and interview techniques were used to evaluate satisfaction.

Results:

The level of satisfaction of the people was identified, with respect to the evaluated dimensions; received treatment, efficiency of provided services and privacy in medical care rooms stood out in more than 90 %. The commitment and dedication of the service providers was 93 %, while more than 70 % of the personnel received training. Several indicators were analyzed based on closed or open-ended surveys and interviews.

Conclusions:

The identification of the level of satisfaction among patients, family members and service providers allows mitigating or eliminating most of the nonconformities, contributing to the improvement in care, teaching and research services, which confirms the achievements attained by the institute nowadays.