Patient satisfaction

Patient satisfaction – all dimensions of care

Definition: NRC AOPSS Survey (self-reported data); see inclusion/exclusion criteria below – provincial % Negative rating, summary indicator for the dimensions surveyed: Access to Care, Coordination and Continuity of Care, Emotional Support Information, Communication & Education, Physical Comfort, Respect for Patient Preferences, Overall Quality of Care

Data source: Reported by provincial cancer agencies or equivalent to the Canadian Partnership Against Cancer

Measurement timeframe:
AB: Feb-Aug 2012
MB: Jun-Oct 2011
NS: Jun-Sept 2012
PE: Nov 2012-Jan 2013
SK: Apr-Jun 2011

Patient satisfaction – emotional support dimension

Definition: NRC Picker AOPSS Survey (self-reported data) – provincial % negative rating for the 7 stratifications for emotional support:

1. By site (Breast, Cervix/Uterine/Ovarian, Colorectal/Bowel, Lung and Prostate/testicular)
2. Reason for Treatment (first time cancer diagnosis, repeat cancer diagnosis)
3. Time since Diagnosis (less than 6 months ago, between 6-12 months ago, between 1 and 2 years ago, between 2 to 5 years ago and more than 5 years ago)
4. Education (< Sec. School, Sec. School Grad and Post-Sec. Grad)
5. Health Status (Poor, Fair, Good, Very Good and Excellent)
6. Sex (Female and Male)
7. Age (<50, 50-74 and 75+)

Data source: Reported by provincial cancer agencies or equivalent to the Canadian Partnership Against Cancer
Measurement timeframe:
AB: Feb-Aug 2012
MB: Jun-Oct 2011
NS: Jun-Sept 2012
PE: Nov 2012-Jan 2013
SK: Apr-Jun 2011

National Research Corporation Canada

Ambulatory Oncology Patient Satisfaction Survey

Inclusion and Exclusion Criteria

Exclusion Criteria:

• Deceased patients
• Patients less than 18 years of age (based on date of birth at time of data extraction for surveying)
• Patients with no known fixed address
• Patients who do not have a confirmed cancer diagnosis (even if they have received treatment in the facility) including in-situ, benign haematology and/or non-malignant cancers (for example myeloproliferative diseases) or those going through a diagnostic assessment process
• Patients who received only inpatient services
• Patients who have notified the hospital that they wish to be excluded from mailing list.

Inclusion Criteria:

• Patients who have received active treatment in an ambulatory setting in the past 3 months
• Patients with a confirmed diagnosis of Cancer (include those patients with diseases identified as invasive, with a 3 in the 5th position of the ICD-O-3 histology code (malignant, primary site)
• Have undergone active outpatient treatment in the past 3 months
• Are 18 years or older (based on date of birth at time of data extraction for surveying)

The table below highlights where sampling criteria for jurisdictions varies from the criteria outlined above.

Data and measurement considerations

• While the provincial surveys used to produce the patient satisfaction results are all based on the AOPSS tool, inclusion criteria for patients may vary among provinces. As well, the results presented in this report are based on the latest surveys conducted in each province, but the years the surveys were conducted vary among provinces (from 2011 to 2013). While progress has been made, work is still needed to ensure that inclusion and exclusion criteria are consistent across all hospitals and jurisdictions to allow results to be compared within and among jurisdictions. Any deviation from these criteria are identified above and should be considered when interpreting results.
• In Nova Scotia, Manitoba and Prince Edward Island, surveyed patients had received disease-oriented treatment within three months of the survey period, whereas in Alberta and Saskatchewan, patients had had treatment within six months of the survey.
• The survey consistently captures data on patients receiving radiation treatment, but chemotherapy treatment data collection may vary by province (e.g., whether patients receiving oral chemotherapy alone were included rather than only those receiving intravenous chemotherapy).
• It is important to be cautious when interpreting results in this section given that individuals may not have recalled all facets of care that took place when they received disease-oriented treatment three to six months earlier.