Oncology Patients’ Satisfaction Towards Quality Health Care Services at Accredited University Hospital
American Journal of Nursing Science
Volume 5, Issue 4, August 2016, Pages: 162-168
Received: May 26, 2016; Accepted: Jun. 12, 2016; Published: Aug. 6, 2016
Views 3724      Downloads 141
Sabah Mahmoud Mahran, Nursing Administration Department, Faculty of Nursing, Port Said University, Port Said, Egypt
Elham Al Nagshabandi, Medical–Surgical Nursing Department, Nursing College, King Abdulaziz University, Jeddah, Saudi Arabia
Article Tools
Follow on us
Background: Patients’ satisfaction has become an important tool to assess the quality health care services, which is progressively required by accreditation agencies in the checking of quality of hospital care. Aim: evaluate oncology patient satisfaction towards health care services at University Hospital after accreditation. Methods: Quantitative, descriptive study was used. This study was conducted in five units as the medical; surgical (male and female) and gynecology wards at King Abdulaziz University Hospital. It is one of the first Hospitals in the eastern Mediterranean region implement health care accreditation standards. Sample: Total number of non-randomized convenience sample was 123 oncology patients who admitted to the above-mentioned setting. Patients were selected for their oncology diagnosis from each department and who is oriented and conscious included in the study. Data was collected by structured interview questionnaire for measuring patient satisfaction level towards health care services. Results: Studied sample was satisfied by the knowledge and an experience they give about illness; information about medical tests; and information is given about treatment at (mean = 4.67); highly statistically, significant difference's relationship was observed in the total level of patient's satisfaction, and care received from nurses to the oncology patient during his hospital staying and regarding to services care organization at p = .000. Conclusion: there was satisfaction with the information provided by the medical staff about the patient's illness and the course of treatment. This is followed by the time spent with the physician and the interpersonal skills of the physician and nurses. The implication of study: develop the training program for health care providers about effective documentation; guidelines for providers in care for similar patients, and different formal monitoring systems are used by health care providers or regulators.
Patient Satisfaction, Patient-Centered Care, Quality of Patient Care, Oncology Nurse
To cite this article
Sabah Mahmoud Mahran, Elham Al Nagshabandi, Oncology Patients’ Satisfaction Towards Quality Health Care Services at Accredited University Hospital, American Journal of Nursing Science. Vol. 5, No. 4, 2016, pp. 162-168. doi: 10.11648/j.ajns.20160504.17
Copyright © 2016 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Thanh Vân France Nguyen, Amélie Anota, Anne Brédart, Alain Monnier, Jean-François Bosset and Mariette Mercier (2014): A longitudinal analysis of patient satisfaction with care and quality of life in ambulatory oncology based on the OUT-PATSAT35 questionnaire. BMC Cancer 2014, 14: 42 http://www.biomedcentral.com/1471-2407/14/42.
Al-Qadir M, & Al Khalaileh M (2014): Jordanian nurses’ knowledge and attitude regarding pain management. Pain Management Nursing; 15 (1): 220-228.
Hasselaar J, Engels Y, Menten J et al. (2012): The burden of non-acute dying on society: dying of cancer and chronic disease in the European Union. BMJ Supportive & Palliative Care. 2012; 2: 334-338.
Mohsen Asadi-Lari, Chris Packham and David Gray: Patients' satisfaction and quality of life in coronary artery disease 2000: 31: 57. DOI: 10.1186/1477-7525-1-57.
Heckkert KD, Cihangir S, Kleefstra SM, van den Berg B, Kool RB. (2009): Patient satisfaction revisited: a multilevel approach. Social Sci Med. 2009; 69 (1): 68–75. doi: 10.1016/j.socscimed.2009.04.016. Epub 2009 May 14.
Lis Chr. G; Rodeghier M; Gupta D: Distribution and determinants of patient satisfaction in oncology: A review of the literature. Patient Prefer Adherence. 2009, 3: 287-304. DOI: https://www.dovepress.com/distribution-and-determinants-of-patient-satisfaction-in-oncology-a-re-peer-reviewed-article-PPA#.
Pepra, a. and Atarah, b., 2014. ''Assessing Patient’s Satisfaction Using SERVQUAL Model: A Case of Sunyani Regional Hospital, Ghana''. International Journal of Business and Social Research (IJBSR), 4 (2): 133-143. Parasuraman, A. Zeithaml, VA. and Berry, LL., 1988. ''SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality''. Journal of Retailing, 64 (1): 12-40.
Miaskowski, Ch.; West, Cl; Hammer, M & Lee K, (2014): Disease and Treatment Characteristics Do Not Predict Symptom Occurrence Profiles in Oncology Outpatients Receiving Chemotherapy, DOI: 10.1002/cncr.28699: February 19, 2014, Published online May 2, 2014, in Wiley Online Library (wileyonlinelibrary.com): 2371- 2378.
Upali W. Jayasinghe, Mark Fort Harris, Sharon M. Parker, John Litt, Mieke van Driel, Danielle Mazza, Chris Del Mar, Jane Lloyd, Jane Smith, Nicholas Zwar, Richard Taylor (2016): The impact of health literacy and life style risk factors on health-related quality of life of Australian patients: Jayasinghe et al. Health and Quality of Life Outcomes (2016) 14: 68 DOI 10.1186/s12955-016-0471-1http://www.hqlo.com/content/11/1/11.
Zamil, A. M; Areiqat, A. Y. & Tailakh, W The Impact of Health Service Quality on Patients’ Satisfaction over Private and Public Hospitals in Jordan: A Comparative Study Published by Canadian Center of Science and Education International Journal of Marketing Studies Vol. 4, No. 1; February 2012. www.ccsenet.org/ijms.
Mosadeghrad AM. (2014): Factors influencing healthcare service quality. International J Health Policy Manag 2014; 3: 77–89. doi: 10.15171/ijhpm.2014.65
Binsalih S. A., Waness A. O., Tamim H. M., Harakati M. S. & AlSayyari A. A. (2011) Inpatients’ care experience and satisfaction study. Journal of Family and Community Medicine 18 (3), 111–117.
WHO World Health Report 2000. The World Health Organization’s ranking of the world’s health systems. 2000 [cited Oct 15, 2007]; Available from: http://www.photius.com/rankings/health ranks.
Al-Sakkak MA, Al-Nowaiser NA, Al-Khashan HI, Al-Abdrabulnabi AA, Jaber RM (2008): Patient satisfaction with primary health care services. Saudi Med J.; 29 (3): 432–6.
Brédart A, Bottomley A, Blazeby JM, Conroy T, Coens C, D'Haese S, Chie WC, Hammerlid E, Arraras JI, Efficace F, Rodary C, Schraub S, Costantini M, Costantini A, Joly F, Sezer O, Razavi D, Mehlitz M, Bielska-Lasota M, Aaronson NK; European. (2005): An international prospective study of the EORTC cancer in-patient satisfaction with care measure (EORTC IN-PATSAT32). European Journal of Cancer. 2005 Sep; 41 (14): 2120-31.
Akin S, Can G, Aydin A, et al. Quality of life, symptom experience, and distress of lung cancer patients undergoing chemotherapy. Eur J Oncol Nurse 2010; 14: 40.
Claessen, S J J; Francke, A. L; Sixma, J. H.; de Veer, A. J E; Deliens, L. (2014): Measuring patients’ experiences with palliative care: The Consumer Quality Index Palliative Care. On February 4, 2014 - Published by group.bmj.com.
Pita-Fernández. S. Díaz. S. P.; Calviño. B. L.; Pillado. T. S., García, E. G.; (2013): Impact of “Killer Immunoglobulin- Like Receptor /Ligand” Genotypes on Outcome following Surgery among Patients with Colorectal Cancer: Activating KIRs Are Associated with Long-Term Disease Free Survival 201.
Almoajel A, Fetohi E, Alshamrani A (2014): Patient satisfaction with primary health care in Jubail City, Saudi Arabia. World Journal of Medical Sciences. 11 (2): 255–264. © IDOSI Publications, 2014 DOI: 10.5829/idosi.wjms.2014.11.2.84172
Alshammari F. (2014): Patient satisfaction in primary health care centers in Hail City, Saudi Arabia. American Journal of Applied Sciences; 11 (8): 1234–1240. DOI: 10.3844/ajassp.2014.1234.1240.
Bianca W, Dolf de Boer and Diana Delnoij (2016): Patient involvement in the development of patient-reported outcome measures: a scoping review. 2016 The Authors. Health Expectations Published by John Wiley & Sons Ltd. published online: 18 FEB 2016 DOI: 10.1111/hex.12442.
Gupta D, Rodeghier M, Lis CG. Patient satisfaction with service quality in an oncology setting: implications for prognosis in non-small cell lung cancer. Int J Qual Health Care. 2013 Dec; 25 (6): 696-703. doi: 10.1093/intqhc/mzt070. Epub 2013 Oct 11.
Science Publishing Group
1 Rockefeller Plaza,
10th and 11th Floors,
New York, NY 10020
Tel: (001)347-983-5186