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abstract
Purpose
The purpose of this
study is to compare patients' and professionals' evaluations of the
quality of care in oncology outpatient clinics.
Methods
The data were drawn
from a 2011 survey of 1,379 patients and 155 professionals conducted in
15 % of oncology outpatient clinics in Quebec, Canada. Respondents
completed self-administered questionnaires that addressed the aspects of
timeliness (TIM), patient-centred care (PCC), communication (COM),
quality of the physical environment (QPE), and continuity (CONT).
Patients’ and professionals’ mean scores (maximum = 4) for each aspect
were compared using mixed model analysis.
Results
Patients’ and
professionals’ perceptions of quality of care were largely positive,
with mean scores for all items of 3.66 and 3.37, respectively. However,
for the majority of aspects of quality, the professionals' scores were
lower than those of patients. The aspects rated most positively by both
groups were PCC, COM and CONT. Timeliness was the least positively
evaluated, with mean scores of 3.34 for patients and 3.16 for
professionals.
Conclusions
In many respects,
cancer patients and professionals share relatively common views about
the most and least positive aspects of the quality of care, although
professionals tend to be more critical. Aspects evaluated less
favourably by both groups and those on which opinions differ are good
candidates for improvements. Some ideas for solutions are proposed.
Positive patient feedback is especially important in cancer care, where
attraction and retention of professionals is a key concern.
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