This study aimed to evaluate the satisfaction of patients on chronic hemodialysis with the service provided in dialysis units. This cross-sectional study was developed in a nationally representative sample of patients with terminal renal disease (N = 3,036) treated at dialysis units and transplant centers in Brazil. Patients in hemodialysis (HD) answered a satisfaction questionnaire designed for this modality, whose issues comprised satisfaction with staff, environment and health care management, and impact of dialysis in daily activities. The item response theory was applied in the analysis of the 22 questions of the satisfaction questionnaire to obtain a score of satisfaction. Linear regression was used to evaluate the association between socio-economic, demographic, clinical and structural characteristics of dialysis services and satisfaction scores. Of the patients interviewed, 1,621 were in HD at the time of interview. All of them answered the questionnaire of satisfaction; most were male, non-white skin color, < 11 years of education, and did not report depression. The mean age was 49 years. Data analysis showed that younger patients younger, reporting depression, with longer time of dialysis and who spent more time from home to the dialysis services were associated with lower satisfaction. It is suggested that, to assess user's satisfaction, it is important to consider, beyond individual factors, the attributes related to health services which reinforce its multidimensional nature.
user's satisfaction; kidney failure; item response theory; health evaluation
