Predictors of Patient Satisfaction in Pediatric Oncology. (November 2017)

• Record Type: Journal Article
• Authors: Davis, Josh; Burrows, James F.; Ben Khallouq, Bertha; Rosen, Paul
• Is Part Of: Journal of pediatric oncology nursing. Volume 34:Number 6(2017:Nov./Dec.)
• Page Start: 435
• Page End: 438
• Publication Date: 2017-11
• Subjects: health services research -- family-centered care -- communication -- pediatric hematology/oncology; Cancer in children -- Periodicals; Pediatric nursing -- Periodicals; 618.92994
• DOI: 10.1177/1043454217717239
• Languages: English
• ISSNs: 1043-4542

Abstract

Objective: To understand key drivers of patient satisfaction in pediatric hematology/oncology.Methods: The "top-box" scores of patient satisfaction surveys from 4 pediatric hematology/oncology practices were collected from 2012 to 2014 at an integrated Children's Health Network. One item, "Likelihood of recommending practice, " was used as the surrogate for overall patient satisfaction, and all other items were correlated to this item.Results: A total of 1244 satisfaction surveys were included in this analysis. The most important predictors of overall patient satisfaction were cheerfulness of practice ( r = .69), wait time ( r = .60), and staff working together ( r = .60). The lowest scoring items were getting clinic on phone, information about delays, and wait time at clinic.Conclusion: Families bringing their children for outpatient care in a hematology/oncology practice want to experience a cheerful and collaborative medical team. Wait time at clinic may be a key driver in the overall experience for families with children with cancer. Future work should be directed at using this evidence to drive patient experience improvement processes in pediatric hematology/oncology.