Exploring the perspectives of patients about their care experience: identifying what patients perceive are important qualities in cancer care.

ABSTRACT

INTRODUCTION: Delivering person-centered care begins with understanding perspectives of individuals who are recipients of care about their experiences and what constitutes a "positive" experience. METHODS: This project explored views of individuals with cancer regarding their care experiences and identified aspects of care patients thought were important through a qualitative analysis of data from the Ambulatory Oncology Patient Satisfaction Survey (AOPSS). Permission was obtained from seven Canadian provinces to access de-identified written comments to a final open-ended question on the survey Is there anything else you would like to tell us about your cancer care experience? The descriptive qualitative analysis was guided by two questions (1) what is the nature of the written comments and (2) what are key ideas expressed about care experiences? Key ideas were collated across provinces to identify significant themes within the national sample. RESULTS: The sample included comments from 6232 individuals. A total of 42.5% comments were positive, 29.7% were negative, and 19.8% were mixed. Four broad themes were identified from the comments: (1) characteristics of a "positive" experience, (2) personal care, (3) interaction with health care providers, and (4) service delivery. Respondents cited being treated as a person with respect and dignity, clear communication, access to relevant and timely information, and care that takes their needs into account as important aspects. Communication, consistency, and ongoing interactions with staff were highlighted as essential elements of a positive experience, yet areas where improvements in care are necessary. CONCLUSION: Patients reported a range of aspects that contribute to positive and negative care experiences which can be used to guide quality improvement initiatives in cancer centers. Results underscore the importance of having data collection systems in place to ensure agencies and providers have timely feedback about patients' experiences and concerns in order to provide responsive and individualized care.