A pilot project of a cancer patient library in Italy: results of a customer‐satisfaction survey and its products

Abstract

Aims : The purpose of this study is to determine the degree of satisfaction of users of the Cancer Information Point section of the Library for Patients (CIP-LP), active since 1998 at the National Cancer Institute of Aviano, Italy. The CIP-LP is based on a skilled intermediary, adequate informative material and a specific location, within the Scientific Library of the Institute. Patients and methods : A survey was developed to assess service functionality and quality from the users' viewpoint. During a 6-month period, a questionnaire was mailed to 194 patients and relatives who previously used the CIP-LP; 113 (58%) were returned and processed. Results : Of the respondents, 91% were pleased with the CIP-LP and 95% would recommend the service to other people. The information obtained contributed to a clearer understanding of the illness and treatment (45% as first answer) and a better control of the situation (33%). Fifty-one per cent evaluated the information received as 'good', 42% 'excellent' and 4% 'of sufficient quality'. Conclusion : This survey shows the appreciation and usefulness in the users' perception of a specific hospital library for cancer patients and their relatives, providing an information service supplementary to doctor-patient communication.

Making patient centered care a reality: a survey of patient educational programs in Italian Cancer Research and Care Institutes

“…An appropriate literature search was conducted to find a validated questionnaire in the PE field to be administered to the Scientific Board Directors. As no tools matched the purpose of the survey, the Centro di Riferimento Oncologico (CRO) of Aviano, as leader of the project and in collaboration with project partners, developed, an hoc questionnaire on the basis of: a previous OECI-Organization of European Cancer Institutes [ 25 ] questionnaire addressed to survey the ongoing activities of PE in the European cancer organizations; the results of a survey customer satisfaction/information needs assessment regarding the educational activities organized at CRO [ 26 ] the collaboration with the Princess Margaret Cancer Centre and its PE Programme [ 27 , 28 ] and a professional relationship with the Cancer Patient Education Network [ 29 ]. …”

“…the results of a survey customer satisfaction/information needs assessment regarding the educational activities organized at CRO [ 26 ]…”

“…PE activities were defined as follows: 1) Classes: meetings with patients and caregivers on cancer topics held by healthcare personnel [ 31 ]; 2) PE handouts, i.e., “Works consisting of a handout or self-contained informative material used to explain a procedure or condition or the contents of a specific article in a biomedical journal and written in non-technical language for the patient or consumer” (MeSH/Medline definition) [ 32 , 33 ]; 3) Cancer Information Services (CIS) that offer information via free and confidential one-on-one interaction with trained information specialists about cancer and support services to cancer patients, their family and friends, the public and healthcare professionals ( http://icisg.org/ ) (e.g., Patient Library) [ 26 , 34 – 37 ]; 4) educational programs for HCWs on specific issues such as communication, relationship with the patient, narrative medicine, etc. [ 38 ]; 5) wellness classes (e.g., gymnastics, cooking activities, meditation lessons, make-up, etc.…”

Providing patient information and education in practice: the role of the health librarian

“…This occurred as an outcome of the qualified activities of the CRO Patient Library since 1998. The CRO Patient Library is a pilot project in Italy in the cancer patient information field . It was established as a section of the CRO Scientific Library (1984) for supporting the information needs of patients, their families and citizens.…”

Using the results of a satisfaction survey to demonstrate the impact of a new library service model

“…Urquhart assessed satisfaction with an existing service with a view to future improvements for a primary care trust 8 . Truccolo looked at consumer satisfaction with a cancer information service 9 …”