University Business School, Guru Nanak Dev University, Amritsar, India.
Asian Pac J Cancer Prev. 2023 Oct 1;24(10):3327-3334. doi: 10.31557/APJCP.2023.24.10.3327.
It is commonly observed that patients hold certain expectations from hospitals and subsequently feel different levels of satisfaction/realisation after getting treatment from healthcare providers. The present study is focused on examining the pre-hospitalization expectations of cancer patients, as well as their experiences (realisation) with healthcare delivery services. The study also investigated the factors that impact the satisfaction levels of individuals with cancer by utilizing an adapted measurement scale of SERVQUAL.
A sample of 202 individuals diagnosed with cancer were interviewed. Care was taken to ensure that only those patients who had completed all the requisite treatment procedures were selected for the interviews. All regions of state of Punjab in India, have been included for information.
The research revealed a notable disparity between the pre-hospitalization expectations of cancer patients regarding the healthcare provisions and the actual delivery (realisation) of such services and the mean difference observed was -1.44. When the difference between expectations and outcomes was observed for the COVID period, the margin widened and the mean difference increased to -2.02. The study also identified six factors that can be utilised to assess patient satisfaction in the Punjab region.
The study is distinctive in its approach as there is a dearth of research conducted in measuring the level of satisfaction of cancer patients in Punjab state of India. The findings of this study will facilitate cancer hospitals in devising policies that are grounded on the factors that have been identified. Additionally, it will facilitate policymakers in assessing the disparity between the anticipated medical care and the actual medical care that was administered to the patient.
人们普遍观察到，患者对医院抱有一定的期望，随后在接受医疗服务提供者的治疗后会感到不同程度的满意/实现。本研究专注于检查癌症患者的住院前期望，以及他们对医疗服务提供的体验（实现）。该研究还利用 SERVQUAL 改编的测量量表，调查了影响癌症患者满意度的因素。
对 202 名被诊断患有癌症的个体进行了访谈。为确保仅选择完成所有必要治疗程序的患者进行访谈，已采取措施。印度旁遮普邦的所有地区都被纳入了信息收集范围。
研究表明，癌症患者对医疗保健服务的住院前期望与实际提供（实现）这些服务之间存在显著差异，观察到的平均差异为-1.44。当观察到 COVID 期间期望和结果之间的差异时，差距扩大，平均差异增加到-2.02。该研究还确定了可以在旁遮普地区用于评估患者满意度的六个因素。
该研究的方法独特，因为在衡量印度旁遮普邦癌症患者满意度水平方面缺乏研究。本研究的结果将有助于癌症医院制定基于已确定因素的政策。此外，它将有助于政策制定者评估预期医疗保健与实际为患者提供的医疗保健之间的差距。
