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2007 Patient Satisfaction Study Findings

280 Patients Returned Satisfaction Surveys in 2007

Community CancerCare Center administration sent self-administered surveys to between 30 and 55 patients each month during 2007. Center staff reviews the satisfaction findings monthly to gain feedback on their service to patients. A total of 280 surveys were processed in 2007. Administration and staff are proud of the high degree of patient satisfaction we are able to achieve each month. These are our aggregate findings.

Patients Evaluated Four Categories of CancerCare Center Staff

Patients rated the following 20 satisfaction variables using a 5-point scale, where "5" meant very satisfied and "1" meant very dissatisfied. Four variables pertained to the overall staff's service quality, friendliness, courtesy and willingness to answer questions. Physicians, nurses and technicians were evaluated on their quality of care, friendliness, sensitivity to patient's needs, and explanation of procedures.

Satisfaction Variables	n=280	Satisfaction Variables	n=280
Center Staff Service Quality	4.96	Nursing Staff Friendliness	4.97
Center Staff Friendliness	4.97	Nursing Staff Quality of Care	4.92
Center Staff Courtesy	4.98	Nursing Staff Sensitivity to Needs	4.90
Patient’s Overall Treatment Experience	4.93	Nursing Staff Explanation of Procedures	4.88
Medical Staff Quality of Care Received	4.96	Technician Staff Friendliness	4.97
Medical Staff Friendliness	4.97	Technician Staff Sensitivity to Needs	4.93
Medical Staff Sensitivity to Needs	4.96	Technician Staff Quality of Care	4.97
Medical Staff Explanation of Procedures	4.90	Technician’s Explanation of Procedures	4.90
Reception Staff Friendliness	4.93	Waiting Room Time	4.87
Staff’s Willingness to Answer Questions	4.92	Patient’s Comfort in Asking Questions	4.90

Approximately Half the Patient Offered Comments

At the end of the survey, patients were asked if they were very, somewhat or not likely to recommend the Center to other patients. A total of 97 percent of the sample indicated they were very likely to recommend the Center. A little over half the patients offered comments (some multiple comments). Comments such as caring courteous staff, excellent care, and being treated like family dominated the sample.

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