A study of in-patient oncology satisfaction.

Abstract

205 Background: The European Organization for Research and Treatment in Cancer (EORTC) developed the EORTC-IN-PATSAT32 survey for in-patient satisfaction (use permission granted). Methods: The EORTC-IN-PATSAT32 survey administered after consent, at discharge on an oncology floor at a large university affiliated community hospital. Comparisons were made to Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), which were collected during the same time period. Results: The average age of those completing the 282 surveys was 60.2 ± 12.3. Males made up 50.2% of the population, 96% were Caucasian, 66% were married, and 49% had a high school education or less, 4% were enrolled in a clinical trial and 75% had researched illness on the internet. Physicians and nurses were ranked highest for there technical skill 90 ±16 and 87±17, respectively and lowest for their availability, 85±2 and 81±24, respectively. The services and care organization was ranked highest for other hospital staff interpersonal skills, 80±20 and lowest for hospital access, 70±25. Even though 87% of the population ranked there overall stay as very good or excellent there were differences seen between groups. Males were more satisfied with the information they received about care (p = 0.04), and their overall hospital stay (p = 0.03) than females. Patients treated by a medical oncologist were more satisfied with the information the received (p = 0.03) compared to other specialties. Married patients found access to facilities was better (p = 0.03) than unmarried patients. Those ≥ 65 were more satisfied with the exams, interest, and comfort of the nursing staff (p =.03) than their younger counterparts. HCAHPS (always rank) was higher than EORTC (excellent rank) for information (p <.0001), personnel listening ( p < 0.0001), and hospital cleanliness (p = 0.008), however no difference was seen in overall rating of care (p = 0.45). Conclusions: The majority of patients were satisfied with their care. Patients gender, marital status, age and the specialty of the physician were significant factors in determining satisfaction. Survey administration differences may contribute to difference between EORTC and HCAHPS. Hospital staff need to be cognizant of possible unintended bias towards various groups of patients.