Improvements in patient satisfaction at an outpatient clinic for patients with breast cancer.
The present study prospectively investigated changes in patient satisfaction at an outpatient clinic for patients with breast cancer. Consecutive patients were asked to anonymously complete a questionnaire after their medical examination. The questionnaire consisted of 12 multiple-choice items concerning waiting time, interpersonal skills of physician and nurse, continuity of care, length of medical visit, communication and expectations. Finally, patients were asked for suggestions for improvements at the clinic in an open-ended question. The first measurement was conducted in 2000/2001 and the last in 2004, and between the two points of assessments efforts to develop care were introduced. Statistically significant improvements were found in eight of the 12 items: waiting time, length of medical visit, information, expectations and continuity of care. In conclusion, the questionnaire captured positive changes in patient satisfaction between the two measurements. Further changes for the better were still requested concerning continuity of care despite reported improvement.
Bergenmar
Mia
M
Department of Oncology-Pathology, Karolinska Institute, Karolinska University Hospital, Stockholm, Sweden. Mia.Bergenmar@ki.se
Nylén
Urban
U
Lidbrink
Elisabet
E
Bergh
Jonas
J
Brandberg
Yvonne
Y
D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D001943:Breast Neoplasms / Q000175:diagnosis / Q000523:psychology* / Q000628:therapy; D003142:Communication; D005260:Female; D019538:Health Care Surveys; D006801:Humans; D008875:Middle Aged; D010044:Outpatient Clinics, Hospital / Q000592:standards*; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010817:Physician-Patient Relations; D011446:Prospective Studies; D011785:Quality Assurance, Health Care; D011795:Surveys and Questionnaires; D013548:Sweden