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A Qualitative Study of Patient satisfaction in Oncology Wards Setting in Saudi Arabia

Manal Banaser*, Kathleen Stoddart and Nicola Cunningham

Background: The incidence of cancer in the Kingdom of Saudi Arabia (KSA) is increasing. Whilst meeting the growing demand for health care services in oncology, organisations must ensure they provide high quality care. Despite patient satisfaction being an important metric in assessing quality of care, there is a dearth of literature in this field in the KSA, particularly in oncology hospital wards. The aim of this study was to examine how interpersonal aspects of care and socio-cultural communication impact upon patient satisfaction in an oncology ward setting in the Saudi Regional Cancer Centre (SRCC), in Riyadh. Methods: A sequential, explanatory, mixed methods design was employed. This paper presents the findings of the qualitative phase of the research, when semi-structured telephone and face-to-face interviews were conducted with 22 adult oncology inpatients admitted to the SRCC in Riyadh. Findings: Three primary themes emerged from the interview data: doctor-patient relationship, nurse-patient relationship, and contextual factors of cancer in the KSA. The findings indicated that patient satisfaction levels were significantly influenced by the interpersonal aspects of care. Doctor-patient and nurse-patient relationships were deemed core to patients’ experiences, with person-centered, interpersonal skills being especially important. In addition, sociocultural issues such as language barriers and non-disclosure negatively impacted on levels of satisfaction. Attention to such factors is necessary to improve quality of care in oncology ward settings in the Kingdom. Improvements in care arising from enhanced interpersonal skills of staff, contextualised against a backdrop of social and cultural factors, would positively influence patient satisfaction in the KSA. Conclusion: This study has provided new evidence supporting the need for stronger interpersonal relations and a more patient-centred approach in the oncology health system in the KSA. This research will assist policy makers and hospital management teams wanting to improve patient satisfaction in oncology wards in the KSA.