Patient Experience Drivers of Overall Satisfaction With Care in Cancer Patients: Evidence From Responders to the English Cancer Patient Experience Survey

Abstract

Background: Surveys collecting patient experience data often contain a large number of items covering a wide range of experiences. Knowing which areas to prioritize for improvements efforts can be difficult. Objective: To examine which aspects of care experience are the key drivers of overall satisfaction with cancer care. Methods: Secondary analysis of the National Cancer Patient Experience Survey. Logistic regression was used to examine the relationship between overall satisfaction and 10 core questions covering aspects of experience applicable to all patients. Supplementary analyses examined a further 16 questions applying only to patients in certain groups or on specific treatment pathways. Results: Of 68 340 included patients, 58 697 (86%) rated overall satisfaction highly (8 or more out of 10). The strongest predictors of overall satisfaction across all models were responses to 2 questions on experience of care administration and care coordination (odds ratio [OR] = 2.11, 95% confidence interval [95% CI = 2.05-2.17, P < .0001; OR = 2.03, 95% CI = 1.97-2.09, P < .0001, respectively, per 1 standard deviation change). Conclusion: Focusing improvement efforts on care administration and coordination has potential to improve overall satisfaction with oncological care across diverse patient groups/care pathways.

Factors influencing cancer patients’ experiences of care in the USA, United Kingdom, and Canada: A systematic review

“…Respondents reported that being treated as a person with respect and dignity, clear communication with staff, access to relevant and timely information, and care that takes their needs into account are important aspects of their experiences. Gomez-Cano et al., 2019 6 Patient experience drivers of overall satisfaction with care in cancer patients: Evidence from responders to the English Cancer Patient Experience Survey A cross-sectional study using 2015 data CPES in England for all cancer patients included in CPES To examine which aspects of care experience are the key drivers of overall satisfaction with cancer care. 2 Overall, out of 68,340 English patients who responded to CPES in 2015, 86% were highly satisfied with their cancer care.…”

“…Emerging research has documented variations in patients’ experiences by either one or a combination of their demographic and disease progression factors. 4 , 5 , 6 , 7 , 8 , 9 , 10 The extent to which various factors influence cancer patients’ experiences of care in different populations has not been assessed systematically due to the very recent development of this field.…”

The underlying structure of the English Cancer Patient Experience Survey: Factor analysis to support survey reporting and design

“…A third option is to employ a key drivers analysis which empirically examines the importance of survey items to survey responders using their associations with a global evaluation item. Such a key drivers analysis has been carried out for a number of surveys, including CPES 28,35–37 . Many of these use a selection of individual questions, but others use domain scores, which can be based on factor analyses.…”

“…Such a key drivers analysis has been carried out for a number of surveys, including CPES. 28 , 35 , 36 , 37 Many of these use a selection of individual questions, but others use domain scores, which can be based on factor analyses.…”

“…Following previous work examining key drivers of satisfaction, 28 we classified questions into 10 sets representing a specific patient group or care pathway, plus a further set including the question about access to clinical nurse specialists which was left out of the core set for analytic reasons (Appendix 1 , Table A1 ). The above analysis for the core questions was repeated a further 11 times including responses to the core questions and responses to the questions applicable to the particular patient group/care pathway.…”