Patient complaints about communication in cancer care settings: Hidden between the lines

Hult, Anna; Lundgren, Ewa; Fröjd, Camilla; Lindam, Anna; Jangland, Eva

doi:10.1016/j.pec.2023.107838

Cited by 8 publications

(4 citation statements)

References 24 publications

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“…Communication may be even more important when navigating the complexities of cancer care, where decisions about treatment, clinical trials, and care management are of utmost importance. While many patients, especially those who are older, report di culties with provider communication [14], patients who are immigrants or from racial and ethnic minority groups report some of the highest levels of communication di culties [15]; reduced quality of communication between language discordant providers and patients has actually been shown to negatively impact cancer outcomes [16]. Because of this, many interventions, including those being proposed by PC3, aim to improve provider communication or patient engagement in health care decisions [17].…”

Section: Discussionmentioning

confidence: 99%

Developing a city-wide, community-engaged cancer disparities research agenda

Leader,

Song,

González

et al. 2024

Preprint

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Introduction: In response to high levels of cancer disparities in Philadelphia, PA, three NCI-designated clincal cancer centers formed Philadelphia Communities Conquering Cancer (PC3) to bring stakeholders together and establish infrastructure for future cancer reducing initiatives. The PC3 coalition aimed to develop a prioritized cancer disparities research agenda in order to align cancer center resources and research interests with the concerns of the community about cancer, and to ensure that initiatives were patient- and community-centered. Methods: Agenda development activities culminated in a city-wide cancer disparities conference. The conference, attended by 55 diverse stakeholders, was the venue for small group discussion sessions about cancer concerns related to prevention, early detection, treatment, survivorship and quality of life. Sessions were guided by a moderator guide and were audiorecorded, transcribed, and analyzed by the PC3 leadership team. Results were reviewed and consensus was achieved with the help of PC3’s Stakeholder Advisory Committee. Results: Stakeholders identified four thematic areas as top priorities for cancer disparities research and action in Philadelphia: communication between patients, providers, and caregivers; education that reaches patients and community members with tailored and targeted information; navigation that assists people in finding and accessing the right cancer screening or treatment option for them; and representation that diversifies the workforce in clinics, cancer centers, and research offices. Conclusion: A community-informed, prioritized research agenda provides a road map for the three cancer centers to collaborate on future initiatives that are important to patients and stakeholders, to ultimately reduce the burden of cancer for all Philadelphians.

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Section: Discussionmentioning

confidence: 99%

Developing a city-wide, community-engaged cancer disparities research agenda

Leader,

Song,

González

et al. 2024

Preprint

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“…More than half of patients diagnosed with cancer reported not receiving adequate information, not being listened to, and being treated with disrespect or impersonality [66]. The use of structured communication strategies has the effect of improving communication and reducing the number of complaints in the outpatient setting [67].…”

Section: Practices For Medical Services Improvementmentioning

confidence: 99%

Assessment of Patient Matters in Healthcare Facilities

Moldovan,

Moldovan

2024

Healthcare

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Background and Objectives: Ensuring the sustainability of healthcare facilities requires the evaluation of patient matters with appropriate methods and tools. The objective of this research is to develop a new tool for assessing patient matters as a component of social responsibility requirements that contribute to the sustainability of healthcare facilities. Materials and Methods: We carried out an analytical observational study in which, starting from the domains of the reference framework for the sustainability of health facilities (economic, environmental, social, provision of sustainable medical care services and management processes), we designed indicators that describe patient matters. To achieve this, we extracted from the scientific literature the most recent data and aspects related to patient matters that have been reported by representative hospitals from all over the world. These were organized into the four sequences of the quality cycle. We designed the method of evaluating the indicators based on the information couple achievement degree-importance of the indicator. In the experimental part of the study, we validated the indicators for the evaluation of patient matters and the evaluation method at an emergency hospital with an orthopedic profile. Results: We developed the patient matters indicator matrix, the content of the 8 indicators that make it up, questions for the evaluation of the indicators, and the evaluation grids of the indicators. They describe five levels for each variable of the achievement degree-importance couple. The practical testing of the indicators at the emergency hospital allowed the calculation of sustainability indicators and the development of a prioritization matrix for improvement measures. Conclusions: Indicators designed in this research cover social responsibility requirements that describe patient matters. They are compatible and can be used by health facilities along with other implemented national and international requirements. Their added value consists in promoting social responsibility and sustainable development of healthcare facilities.

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“…Inovasi Lokal 44 Igniting Innovation, Shaping the Future Marketing is a managerial process that can make individuals or groups get something they need and want by creating, offering and exchanging products of value to other parties or it can be explained that all activities related to the delivery of products or services from producers to consumers are marketing (Muna et al, 2021). As for the way to see marketing performance in a hospital, namely by looking at the achievement of the share indicators each year (Hult et al, 2023). If the achievement of unit performance indicators has exceeded the national quality indicators, the quality of staff performance can be stated as good (Rahmawati et al, 2022).…”

Section: Pemberdayaan Masyarakat Dalam Pembangunan Berkelanjutanmentioning

confidence: 99%

Lean Management as an Innovation to Reduce Complaint Handling Time in Hospital

Munaa,

Faiz,

Vica

et al. 2023

noval

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Customer service is a service product from Hospital X. The better the service at a hospital, the number of complaints will decrease. In the customer service flow for Hospital X there is Complaint Handling and monitoring and evaluation. The purpose of this research is to provide lean management innovation as an effort to reduce the waiting time for complaint handling. In this study the method used was community service with the time period April-July 2023 at Hospital X. The column for patient complaints at the hospital was not clear and detailed. So the added innovation is to cut steps or steps that lack value by creating or adding a complaint menu on the Hospital website. The complaints menu contains information and complaints services

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Patient complaints about communication in cancer care settings: Hidden between the lines

Cited by 8 publications

References 24 publications

Developing a city-wide, community-engaged cancer disparities research agenda

Developing a city-wide, community-engaged cancer disparities research agenda

Assessment of Patient Matters in Healthcare Facilities

Lean Management as an Innovation to Reduce Complaint Handling Time in Hospital

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