Hospital differences in patient satisfaction with care for breast, colorectal, lung and prostate cancers

Sherlaw-Johnson, C; Datta, Preeti; McCarthy, Mark

doi:10.1016/j.ejca.2008.03.023

Cited by 26 publications

(31 citation statements)

References 23 publications

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“…There are several studies in the literature that have evaluated service quality in cancers like gastroesophageal [13], breast [10, 14], colorectal [15], lung [16], prostate [16] and gynecological [17, 18]. Collectively, these studies have found that satisfaction with the information provided by medical staff about a patient's illness and the course of treatment is important.…”

Section: Introductionmentioning

confidence: 99%

Patient satisfaction with service quality in an oncology setting: implications for prognosis in non-small cell lung cancer

Gupta

Rodeghier

Lis

2013

International Journal for Quality in Health Care

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ObjectiveTo evaluate the relationship between self-reported satisfaction with service quality and overall survival in non-small cell lung cancer (NSCLC).DesignA prospective cohort study.SettingCancer Treatment Centers of America® from July 2007 and December 2010.ParticipantsNine hundred and eighty-six returning NSCLC patients.InterventionOverall patient experience ‘considering everything, how satisfied are you with your overall experience’ was measured on a 7-point Likert scale ranging from ‘completely dissatisfied’ to ‘completely satisfied.’.Main Outcome MeasurePatient survival was the primary end point.ResultsThe response rate for this study was 69%. Six hundred patients were newly diagnosed, while 386 were previously treated. Four hundred sixty-nine were males, while 517 were females. 101, 59, 288 and 538 patients had stage I, II, III and IV disease, respectively. Mean age was 58.9 years. Six hundred and thirty (63.9%) patients had expired at the time of this analysis. Seven hundred and sixty-two (77.3%) patients were ‘completely satisfied’. Median overall survival was 12.1 months (95% confidence interval (CI): 10.9–13.2 months). On univariate analysis, ‘completely satisfied’ patients had a significantly lower risk of mortality compared with those not ‘completely satisfied’ [hazard ratio (HR) = 0.70; 95% CI: 0.59–0.84; P < 0.001]. On multivariate analysis controlling for stage at diagnosis, prior treatment history, age and gender, ‘completely satisfied’ patients demonstrated significantly lower mortality (HR = 0.71; 95% CI: 0.60–0.85; P < 0.001) compared with those not ‘completely satisfied’.ConclusionsSelf-reported experience with service quality was an independent predictor of survival in NSCLC patients undergoing oncologic treatment, a novel finding in the literature. Based on these provocative findings, further exploration of this relationship is warranted in well-designed prospective studies.

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Section: Introductionmentioning

confidence: 99%

Patient satisfaction with service quality in an oncology setting: implications for prognosis in non-small cell lung cancer

Gupta

Rodeghier

Lis

2013

International Journal for Quality in Health Care

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“…This is especially important in many countries where service quality data are not readily published and recommendations from family or friends becomes an important source of information for selecting a provider [9,10]. There are several studies in the literature that have evaluated service quality in cancers like gastro esophageal [11], breast [5,12], colorectal [13], lung, prostate [14] and gynecological [15,16]. Collectively, these studies have found that satisfaction with the information provided by medical staff about a patient's illness and the course of treatment is important.…”

Section: Introductionmentioning

confidence: 99%

The relationship between perceived service quality and patient willingness to recommend at a national oncology hospital network

Lis

Rodeghier

Gupta

2011

BMC Health Serv Res

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Background"Willingness to recommend" questions are being increasingly used to measure and manage patient loyalty. Yet, there is little data in the literature correlating the "willingness to recommend" question with commonly used perceived service quality items in surveys to identify the key drivers of the optimal patient experience. We therefore evaluated the relationship between perceived service quality and subsequent single top box "willingness to recommend" scores among oncology patients.MethodsA total of 2018 returning cancer patients treated at Cancer Treatment Centers of America® (CTCA) responded to an internally developed service quality questionnaire, which covered the following dimensions: operations and services, treatment and care with a multidisciplinary team and patient endorsements. Items were measured on a 7-point Likert-type scale ranging from "completely dissatisfied" to "completely satisfied." Patient willingness to, "recommend this facility to friends and associates" was measured on an 11-point scale ranging from "not at all likely" to "extremely likely", which was subsequently dichotomized into two categories: top box response (10) versus all others (0-9). The relationship between perceived service quality and "willingness to recommend" was assessed via Kendall's tau b correlation and univariate and multivariate logistic regression.ResultsOf the 2018 patients, 959 were newly diagnosed while 1059 were previously treated. 902 were males and 1116 females. The mean age was 54.2 years and the most frequent diagnoses were breast (412), lung (294), prostate (260), colorectal (179) and pancreas (169). 1553 patients said they were "extremely likely" to recommend CTCA to friends and associates, resulting in 77% "top box" responses while 465 (23%) responded in all other categories. The key service quality drivers that were statistically significant in the final logistic model were "team helping you understand your medical condition", "staff genuinely caring for you as an individual", "whole person approach to patient care" and "CTCA medical oncologist."ConclusionsIn this multi-center study, we demonstrate the predictive significance of perceived service quality as it relates to patient willingness to recommend an oncology service provider. This study is unique in reporting on the role of perceived service quality as a predictor of patient willingness to recommend in a large sample of cancer patients.

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“…Surveys suggest that high percentages of cancer patients experience problems in their care. A British survey of over 65 000 NHS cancer patients found frequent difficulties with outpatient care (48–63%), coordination of care (18–33%) and understanding their treatment (15–23%) 9. Similarly, a large American survey of colorectal cancer patients found high percentages (28–47%) reporting difficulties in receiving information, psychosocial support and care coordination 10…”

Section: Introductionmentioning

confidence: 99%

The quality of cancer patient experience: perspectives of patients, family members, providers and experts

Wagner

Bowles

Greene

et al. 2010

BMJ Quality & Safety

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Hospital differences in patient satisfaction with care for breast, colorectal, lung and prostate cancers

Cited by 26 publications

References 23 publications

Patient satisfaction with service quality in an oncology setting: implications for prognosis in non-small cell lung cancer

Patient satisfaction with service quality in an oncology setting: implications for prognosis in non-small cell lung cancer

The relationship between perceived service quality and patient willingness to recommend at a national oncology hospital network

The quality of cancer patient experience: perspectives of patients, family members, providers and experts

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