[Sociodemographic factors and satisfaction related to the care received by women with breast cancer. Multicentre study]

Abstract

Objectives: Evaluate the level of satisfaction in the Medical Oncology Services in our Community of women with breast cancer, and analyse the influence of sociodemographic and clinical factors on their satisfaction.

Material and methods: Cross-sectional multicentre study using an anonymous and voluntary questionnaire completed by 225 women diagnosed with breast cancer. The tool used was the modified SERVQHOS, adapted to our context. We collected demographic and clinical data. To determine the reliability of the tool after the adjustments, a Cronbach's alpha analysis was performed. A descriptive analysis was also performed, as well as non-parametric statistics to study the influence of demographic variables on satisfaction.

Results: The best evaluated aspects were the kindness of the staff [4.30±0.83 (2-5)], the confidence transmitted by them [4.23±0.79 (2-5)] and personal treatment [4.12±0.88 (2-5)]. The worst evaluated was the ease of getting to the hospital [3.06±0.99 (1-5)], waiting time [3.16±1.00 (1-5)], state of consultations rooms [3.38±0.99 (1-5)] and punctuality of the sessions [3.38±1.05 (1-5)]. The overall satisfaction was 4.04±0.82 (1-5). Age influenced their assessment of the personal appearance of the staff (P=.04), the state of consultations rooms (P<00), the ease of getting to the hospital, and the quantity and quality of information received (P=01). Educational level influenced their satisfaction with personal appearance of the staff (P =03) and the state of consultations rooms (P=03). Women who worked and those who were temporary disabled women evaluated the appearance of personnel worst (P=02). The time from the diagnosis affected the satisfaction with the staff willingness to help (P<00) and therapy attendance, and the satisfaction with the ability to understand their needs (P=03).

Conclusions: The individual characteristics of the participants influence their satisfaction. We have been able to identify deficient areas from their point of view, identifying important improvement opportunities in several aspects of care to work on in order to increase the quality of care.