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      Patient satisfaction in the outpatients' chemotherapy unit of Marmara University, Istanbul, Turkey: a staff survey

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          Abstract

          Background

          We conducted a survey to find out how patients feel about the care they receive in the outpatient chemotherapy unit of Marmara University Hospital.

          Methods

          The American College of Physicians Patient Satisfaction survey translated into Turkish was used. A meeting was held with all involved staff, before conducting the survey, to review the purpose and determine the process. The study was conducted with 100 random patients.

          Results

          Consistent with cancer frequency, most patients had either lung, colorectal or breast cancer. Their insurance was government sponsored in close to 90%. The educational levels were above Turkish median but consistent with the area the hospital is serving. They were coming to the unit on average 8.5 months. The responses were not influenced by the surveyed diagnosis, age, sex or educational status (p > 0,05). Particularly health care team's attention, trust and courtesy came forward as strong points. The weaknesses noted as difficulties in booking an outpatient doctor visit appointment because the phone line was busy or the secretary was not courteous, the excessive amount of time and effort it required to get laboratory and radiology results.

          Conclusion

          The health care system is basically a service based industry and customer satisfaction is at utmost importance just as in other service-oriented sectors. We hope this study will shed light in that area and Turkish health care providers will pay closer attention to how their patients feel about the services that they are getting.

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          Most cited references9

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          Validity and reliability testing of the FAMCARE Scale: measuring family satisfaction with advanced cancer care.

          The purpose of the study was to test the validity and reliability of the FAMCARE Scale which was developed to measure family satisfaction with advanced cancer care. The FAMCARE Scale was developed based upon earlier qualitative research which identified indicators of family care satisfaction and a subsequent Q-sort study that reduced those items to the most salient indicators of satisfaction according to a larger, representative sample (N = 210). A pilot test of the FAMCARE Scale using a convenience sample of 30 family members of advanced cancer patients was conducted. The scale achieved internal consistency estimates of 0.93 at two testing times, a test-retest correlation of 0.91, and estimates of criterion validity using the McCusker Scale of 0.80 and 0.77. Cluster analysis of the scale suggested 4 subdimensions. Although the scale requires further testing to establish its reliability and validity, these preliminary results indicate that the scale may be a psychometrically sound instrument useful for measurement of family satisfaction with advanced cancer care.
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            A comprehensive assessment of satisfaction with care for cancer patients.

            The present paper reports on the initial development of a comprehensive questionnaire for assessing cancer patients' perception of the quality of care received in the oncology hospital. This questionnaire is primarily intended to evaluate interventions aimed at improving quality of life and focuses on patients' interactions with doctors and nurses. The current questionnaire includes 61 items assessing doctors' and nurses' technical competence, communication skills, interpersonal qualities, and availability; aspects of the hospital environment and treatment planning; and general satisfaction. Most items refer to an aspect of care rated on a five-point Likert scale from "Poor" to "Excellent". Additionally, each aspect of care is also evaluated by a dichotomous (yes/no) question on the patient's wish (or not) for its improvement. This questionnaire is the result of consecutive pilot tests (from April 1994 to September 1995). Analysis of patients' comments, items that patients omitted to respond to and score distributions have identified items needing to be rephrased, reworded, eliminated or placed in specific sections. Items showing low scores or acceptable score distributions have been stressed as appropriate for inclusion in the final questionnaire version.
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              Patient satisfaction with nursing care: a measurement conundrum.

              Patient satisfaction is a major indicator of quality care. There are several theories on the types of concepts that should be measured concerning patient satisfaction with nursing care. Given the different theories of patient satisfaction, the issue of accurate measurement of this concept presents nurse researchers, clinicians and leaders with a challenge. This paper will discuss the findings of a patient satisfaction survey that was conducted in two acute care surgical wards, using the revised 28-item La Monica-Oberst patient satisfaction scale and telephone interviews. Data were analysed using descriptive statistics. Textual data were managed using NUD*IST and analysed for common emerging themes and categories. The findings of the quantitative and qualitative data were compared in order to determine similarities and differences. The survey results revealed very high levels of patient satisfaction; however, the qualitative data revealed some anomalies. Specifically, due to the numbers of nurses involved in the care, some patients had difficulties answering the questionnaire. Moreover, they were unable to discriminate nursing care from the rest of their overall patient experience. Within this study, it seemed that patients' perceptions of nurses influenced the way patients rated quality nursing care. Based on this information, the authors question the accuracy of the measurement of patient satisfaction and raise issues that need to be considered in order to further clarify the measurement of this concept.
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                Author and article information

                Journal
                BMC Cancer
                BMC Cancer
                BioMed Central (London )
                1471-2407
                2002
                20 November 2002
                : 2
                : 30
                Affiliations
                [1 ]Marmara University, Department of Internal Medicine, Division of Oncology, Istanbul, Turkey
                Article
                1471-2407-2-30
                10.1186/1471-2407-2-30
                139986
                12443536
                f181310d-0856-4c8e-8830-ec135ca1e495
                Copyright © 2002 Turhal et al; licensee BioMed Central Ltd. This is an Open Access article: verbatim copying and redistribution of this article are permitted in all media for any purpose, provided this notice is preserved along with the article's original URL.
                History
                : 12 May 2002
                : 20 November 2002
                Categories
                Hypothesis

                Oncology & Radiotherapy
                patient satisfaction,chemotherapy,patient centered care,turkey,cancer care units

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