Measure Patient Satisfaction
The information satisfaction questionnaire
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As the benefits of providing accurate information for patients are now undisputable, additional measures are being introduced in the majority of cancer clinics. It is important to measure the satisfaction of patients and modify and improve information strategies in response to their feedback. Previously no robust measures of satisfaction have existed, specific to information. We therefore developed, a questionnaire based on the feed back of consecutive patients with a diagnosis of cancer. From this information a one-page questionnaire has been developed with a 5 point scale for 6 individual sections. This questionnaire has been used in the Anglia Cancer Network to help modify information services and audit their effectiveness in clinical practice.
The methodology of its development and was presented in the 2002 British Oncology Association (BOA) conference and the European Society of Medical Oncology conference Nice 2002 is highlighted on this page. Versions in different languages are available free by clicking on the titles below (please feel free to use it in your department).
Measuring information strategies in Oncology
Developing an information satisfaction questionnaire.
R.J.Thomas1,2 Kaminski E, Williams M.
Patients & methods:
Results and development of the questionnaire:
The panel had prospectively decided that the questionnaire should be no longer than one side of A4 paper, for it to be a robust working tool suitable for busy working oncology departments. The comments were therefore, combined into 5 comparably weighted sections based on similarity of subject, making it both simpler to complete and analyse, yet still able to detect deficits in area of patient concerns. The score for each section was then determined by a standard 5 point Likert scale. An additional question was also included to give patients the opportunity to provide a score to overall performance
The purpose of the questionnaire was also to look for deficits between patient types, including age, male, female, ethnic groups, tumour diagnosis and whether in a clinical trial. These questions were therefore included. A brief idea of the level of information required was also included based on our previous adaptation of an original information needs questionnaire developed for a West of Scotland survey.
Despite the caveats and assumption in the design of this questionnaire, its simple one page format makes it a practical robust tool for auditing patient oriented information concerns within busy oncology departments. Its simplicity also allows easy evaluation, as a glance at the tabulated results demonstrates deficit within information subgroups and simple analysis highlighted inconsistencies within patient subgroups. A summary of it potential uses are displayed in table 5. It can be used as a longitudinal study to evaluate the introduction of new information strategy such as ethnic language videos, or compare separate hospitals. For these reasons the questionnaire has been officially taken up by the Anglian Cancer Network and an audit across the region is planned annually.
Acknowledgements We wish to thank: The new opportunities fund for their financial support for translating the questionnaire; Cancernet.co.uk for web hosting the questionnaires free of charge; The patients and staff for their time and effort within the Information for Patients Research Group. Please feel free to use the questionnaire in your unit (It's free but please send us a quick email to let us know - firstname.lastname@example.org)