[Communication around the cancer diagnosis: patient satisfaction and process quality in French Comprehensive Cancer Centers].
BACKGROUND
Our survey was designed to evaluate the satisfaction of patients treated in French Comprehensive Cancer Centers (CCC) with the communication of their cancer diagnosis and treatments, and to use the data obtained to optimize current practices.


METHODS
One thousand six hundred (and) six CCC patients participated in a telephone survey. Eligible patients were attending a visit to a CCC for initial care of their disease (i.e. not a relapse). The questionnaire assessed patient satisfaction with the communication of diagnosis and treatment options, globally and with respect to potential individual determinants of satisfaction.


RESULTS
Complete satisfaction was recorded by 77% of patients with their overall care at the CCC and by 63% of patients with the initial consultation when diagnosis was communicated and/or treatment discussed. Overall, 90% of patients were satisfied with the level of their implication in discussions about their care. A model established by Partial Least Squares (PLS) regression analysis, identified four major areas and their relative contributions to patient satisfaction: patient's relationship with their physician (64%); nature of the information provided (14%; influenced strongly by information on type, duration and practical organization of planned treatment); agenda/diary issues (14%; influenced strongly by waiting room delay); accompaniment (8%; influenced equally by support from close family and patient association/self-help groups).


CONCLUSIONS
Overall satisfaction was high in cancer patients attending visits for initial care in French CCC. The model we devised to understand components of satisfaction could serve as a benchmark for evolution of outcomes in this field.
Département qualité-indicateurs, Fédération nationale de Centres de lutte contre le cancer (FNCLCC), 101, rue de Tolbiac, 75654 Paris cedex 13, France. c-grenier@fnclcc.fr
C
C
Grenier
A
A
De Jésus
F
F
Farsi
G
G
Marx
A
A
Brédart
O
O
Peixoto
S
S
Gameroff
T
T
Tursz
D002173:Cancer Care Facilities; D003142:Communication; D030881:Disclosure; D005260:Female; D005602:France; D006306:Health Surveys; D006801:Humans; D008297:Male; D008875:Middle Aged; D009369:Neoplasms / Q000175:diagnosis* / Q000523:psychology / Q000628:therapy*; D017060:Patient Satisfaction; D010817:Physician-Patient Relations; D012044:Regression Analysis; D012657:Self-Help Groups; D011795:Surveys and Questionnaires / Q000706:statistics & numerical data