A prospective study assessing patient satisfaction at a large tertiary gynecologic oncology/dysplasia unit

Patient Relat Outcome Meas. 2010 Jul;1:149-52. doi: 10.2147/PROM.S13624. Epub 2010 Oct 11.

Abstract

Background: Patient satisfaction is an important quality assurance measure in the delivery of health care. We conducted a prospective study to assess patient satisfaction at a large tertiary oncology/dysplasia unit.

Aims: To assess current patient satisfaction at a large tertiary oncology/dysplasia unit and identify potential areas for improvement.

Methods: This was a prospective study of patients attending a tertiary oncology/dysplasia unit. Patients were invited to participate and, if they agreed, were given a validated questionnaire to complete at the end of their consultation. Descriptive statistics were then used to analyze the data and identify potential areas of improvement.

Results: One hundred eighty-seven patients were recruited, and 96% of patients were satisfied with the overall level of care received. Significant positive features of the service included helpfulness of the staff, cleanliness of the facility, and measures implemented to respect patient privacy. Lack of patient parking, waiting times in the clinic, difficulties in contacting the service, and locating the building were identified as areas for improvement.

Conclusion: Patients attending our facility were largely satisfied with the overall level of care received. Nonclinical factors including parking, waiting times, and access to the service were identified as areas for improvement.

Keywords: dysplasia; oncology; outpatient; satisfaction.