|Year : 2020 | Volume
| Issue : 2 | Page : 157-160
Quality of health care service in pain clinics in Mansoura, Egypt: a cross-sectional comparative study
Nevert A Abdel Ghaffar1, Mahmoud A Abdel Ghaffar2, Adel A El Ghaffar3
1 Department of Anaesthesia, Intensive Care and Pain Management, Faculty of Medicine, Mansoura University, Mansoura, Egypt
2 Department of Surgical Oncology, Faculty of Medicine, Mansoura University, Mansoura, Egypt
3 Department of Community and Public Health, Faculty of Medicine, Mansoura University, Mansoura, Egypt
|Date of Submission||18-Jul-2019|
|Date of Acceptance||08-Jan-2020|
|Date of Web Publication||27-Jun-2020|
MD Nevert A Abdel Ghaffar
Departments of Anaesthesia, Intensive Care and Pain Management, Faculty of Medicine, Mansoura University, Mansoura 35516
Source of Support: None, Conflict of Interest: None
Background Patient satisfaction is an essential parameter for health care service evaluation. The authors evaluated the quality of the health care services and treatment satisfaction among patients with cancer with chronic pain.
Materials and methods The authors conducted our study in Oncology Center Mansoura and Mansoura University Hospitals from April 2019 till September 2019. The authors enrolled 259 patients who were subjected to Patient Satisfaction Questionnaire Short Form, pain treatment satisfaction scale, and numerical rating scale.
Results Regarding Patient Satisfaction Questionnaire, patients were generally satisfied in the Oncology Center (P<0.001). Moreover, technical quality, accessibility, and convenience were better in the Oncology Center (P<0.001). Patients were more satisfied with the financial aspects in Mansoura University Hospital (P<0.001). Regarding pain treatment satisfaction scale, patients were more satisfied about medication characteristics in the Oncology Center (P<0.001).
Conclusion General satisfaction, technical quality, accessibility, convenience, and medication characteristics were better in the Oncology Center. Patients were more satisfied with the financial aspects in Mansoura University Hospital.
Keywords: cancer, health care, pain, patient satisfaction
|How to cite this article:|
Abdel Ghaffar NA, Abdel Ghaffar MA, El Ghaffar AA. Quality of health care service in pain clinics in Mansoura, Egypt: a cross-sectional comparative study. Res Opin Anesth Intensive Care 2020;7:157-60
|How to cite this URL:|
Abdel Ghaffar NA, Abdel Ghaffar MA, El Ghaffar AA. Quality of health care service in pain clinics in Mansoura, Egypt: a cross-sectional comparative study. Res Opin Anesth Intensive Care [serial online] 2020 [cited 2020 Jul 7];7:157-60. Available from: http://www.roaic.eg.net/text.asp?2020/7/2/157/287997
| Introduction|| |
Patient satisfaction has become an important aspect in the health services evaluation. It is equally important for the medical results and economical costs of the provided services . Cancer is a common health problem frequently associated with pain that deserves patient satisfaction services . Assessment of patients’ satisfaction in this sector of diseases is a cornerstone for optimum pain management.
Patient satisfaction is defined as a personal evaluation of the experienced care .
There are many questionnaires to assess patient satisfaction for health care service and treatment. For health service assessment, Patient Satisfaction Questionnaire Short Form (PSQ-18) is a commonly used one with high reliability . However, for treatment assessment, Pain Treatment Satisfaction Scale (PTSS) is routinely applied .
It is well known that any health care system needs continuous evaluation both by the care givers and patients to improve the quality of service. Of course, it is a continuous process with much variability. Despite many international studies being conducted about satisfaction in patients with cancer ,,, our study is the first in Delta region, Egypt. From this point, we evaluated the quality of health care services and treatment satisfaction among patients with cancer attending the outpatient pain clinics in two university-affiliated hospitals in Mansoura, Egypt.
| Materials and methods|| |
Study design and participants
We conducted a cross-sectional comparative study in the outpatient pain clinic of Oncology Center Mansoura University (OCMU) and Mansoura University Hospital (MUH). These hospitals serve Delta Region, which encompasses 10 governorates, with 41% of the total Egyptian population. The study was approved by the Institutional Research Board (Code No: R.19.04.480) and registered in ClinicalTrials.gov (NCT04048473). A total of 259 patients with cancer with chronic pain were included from April 2019 till September 2019. All patients were oriented, alert, spoke and read Arabic, and had no communication problems or physical conditions that might interfere with the interview. Informed written consents were obtained from all patients. During the study, participants answered the questions while they were waiting for their medical consultation.
Sample size calculation
Sample size was calculated using Power Analysis and Sample Size software program (PASS) version 15.0.5 for windows 2017 (NCSS LLC, Utah, United States), with PSQ as the primary outcome. An effect size of 0.5 was set as the target difference between the study groups. A sample size of 105 patients in each group was needed to achieve 95% power in the proposed study using two-sided two-sample equal-variance t-test with a significance level of 5%. To the best of our knowledge, no previous studies were conducted on the same population to assess satisfaction scores among patients with cancer.
We assessed health service quality using PSQ-18 (ranged from strongly agree=1, agree=2, uncertain=3, disagree=4, and strongly disagree=5). It included seven domains: general satisfaction, technical quality, interpersonal manner, communication, financial aspects, time spent with the doctor, and accessibility and convenience . Moreover, we evaluated the treatment satisfaction using PTSS (ranged from 0=dissatisfied to 100=satisfied). It included 39 items grouped into five dimensions: satisfaction with current pain medication in two subscales: medication characteristics (three items) and efficacy (three items); adverse effects of medication (12 items); effect of current pain medication (eight items); medical care (eight items); and information about pain and its treatment (five items).  Pain intensity was measured using numerical rating scale. It is an 11-point scale, where 0=no pain and 10=worst imaginable pain. Type of cancer, duration of pain, and visit duration were recorded.
- Primary outcomes were PSQ-18.
- Secondary outcomes were PTSS and pain intensity in the present, average, and the worst pain.
We used SPSS version 20 (IBM Corporation, Armonk, NY, USA). We tested data normality using Kolmogorov–Smirnov test. Normally distributed data were expressed as mean and standard deviation and compared using Student’s t-test, whereas non-normally distributed data were expressed as median and range (minimum–maximum) and compared using Mann–Whitney test. Categorical variables were expressed as numbers and percentage and compared using χ2-test. P value less than or equal to 0.05 was considered statistically significant.
| Result|| |
Both groups were similar regarding age, sex, types of cancers, and the duration of pain (P<0.05). Duration of clinic visit was longer in MUH (P=0.008) ([Table 1]).
|Table 1 Differences in participants’ characteristics, types of cancers, duration of pain, and duration of clinic visit|
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Regarding PSQ-18, patients were generally satisfied in OCMU than MUH (P<0.001). Moreover, technical quality, accessibility, and convenience were better in OCMU (P<0.001). However, patients were more satisfied about the financial aspects in MUH than OCMU (P<0.001, [Table 2]).
|Table 2 Patient Satisfaction Questionnaire Short Form between Mansoura University Hospital and Oncology Center Mansoura|
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Patients were more satisfied about the medication characteristics in OCMU than MUH (P<0.001) ([Table 3]).
|Table 3 Pain Treatment Satisfaction Scale between Mansoura University Hospital and Oncology Center Mansoura|
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There was no significance in numerical rating scale (present, average, and worst) between MUH and OCMU ([Figure 1]).
| Discussion|| |
Increasing attention has been paid for assessment of patient satisfaction to health care service among patients with cancer. Choosing the appropriate methods for its assessment is a challenge. There were many national reports about patients’ satisfaction with health care services , nursing care , patients’ expectations , clients attending out-patient clinics , and patients’ adherence to treatment .
This study was conducted to evaluate the quality of provided health care services and treatment satisfaction among patients with cancer with chronic pain in outpatient pain clinics in Mansoura, Egypt, using both PSQ-18 and PTSS.
In our study, general satisfaction and technical quality were proved to be better in OCMU. This observation could be explained by availability of medications and easy access for radiological interventions for pain management within the same place that markedly improved the quality of service. Moreover, OCMU included emergency care service for follow-up patients at any time, which is considered a great advantage for OCMU when compared with other local institutes. On reviewing literature, Biondi et al.  reported that hospital resource may be positively related to patient satisfaction.
On the contrary, the patients were more satisfied with the financial aspect of the provided services in MUH than OCMU. In MUH, patients received their care completely free except for pain clinic tickets, whereas in OCMU, many patients were required to pay either by own self or insurance funded to cover some aspects of treatment protocols. Our findings were supported by Barbaret et al.  who proved that the financial aspect of the provided service is a very important requirement for satisfaction of patients with cancer even if the service is partially covered by insurance.
With regards to PTSS, patients were more satisfied in MUH about the medication characteristics than OCMU. This could be explained by less frequent clinic visits in MUH where patients received their monthly medication requirements in the same visit while in OCMU, two visits per month were needed that add more burden to both patients and their families. On reviewing international reports, Evans et al.  evaluated patients satisfaction to their treatment by using PTSS and reported that all dimensions were well discriminated except medication characteristics and explained by its dependency on the severity of pain. Furthermore, Wong et al.  assessed 178 patients with chronic pain and concluded that within PTSS only medical characteristic was statistically related to medical adherence.With regards to previous national studies, El-Awady  assessed patients’ satisfaction in outpatient clinics in Ain-Shams University Hospitals and reported 45.8% of the patients were unsatisfied by prescribed drugs due to their unavailablility in the outpatient pharmacy of the hospital. Moreover, Gadallah et al.  evaluated patients’ satisfaction among those with rheumatoid arthritis at the same hospital and found that adherence to therapy was strongly associated with free treatment in the hospital.
| Conclusion|| |
General satisfaction, technical quality, accessibility and convenience and the medication characteristics were superior in Oncology Center. In Mansoura University Hospital, patients were more satisfied by the financial aspects.
We recommend usage of PSQ-18 and PTSS in regular assessment of health care service to make patients with cancer more satisfied and to offer a better medical care.
The manuscript has been read and approved by all the authors, that the requirements for authorship as stated earlier in this document have been met, and that each author believes that the manuscript represents honest work.
Financial support and sponsorship
Conflicts of interest
There are no conflicts of interest.
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[Table 1], [Table 2], [Table 3]