Patient Satisfaction and Uncertainty in Illness in Oncology: Which Are the Relevant Aspects When Planning a Qualitatively Adequate Assistance?

This study, aimed at assessing oncology patient satisfaction, was carried out at four operating units of the ARNAS Garibaldi of Catania. The analysis involved 300 cancer patients. The patients responded to a questionnaire designed to collect epidemiological and socio-demographic data. The questionnaire included the Mishel Uncertainty in Illness Scale (MUIS), as well as a tool measuring patient satisfaction with, respectively, the service received, the medical and nursing staff, the access, the waiting time and the comfort. An ordered logit model was estimated. The results suggest that Uncertainty in Illness and its components (Ambiguity, Inconsistency Complexity and Unpredictability), patient participation and other service-related aspects, impact on patient satisfaction. The findings confirm the need for a greater involvement of the patient as part of a Customer Satisfaction Management model. The same model can be applied in different settings to strengthen patients’ empowerment process and their ability to manage the disease.