Cancer patient satisfaction with medical documentation issued at the second level of care
Keywords:
Patient satisfaction; Oncology; medical documentation; secondary care level; medical certificates; medical record summariesAbstract
Introduction: Oncology care requires close coordination between the different levels of care and proper management of medical documentation, particularly Medical Certificates and Medical Record Summaries.
Objective: To assess the satisfaction of oncology patients with the delivery time of medical certificates and medical record summaries at the secondary level of care.
Material and Methods: A descriptive, cross-sectional study was conducted among oncology patients treated at secondary care institutions. A structured questionnaire was used to measure patient satisfaction with the delivery time of Medical Certificates and Medical Record Summaries. The average delivery time was analyzed, as well as the perception of the efficiency of the process among the 121 patients who comprised the random sample.
Results: Patients who requested Medical Certificates had a higher satisfaction rate (94.2%) compared to those who requested Medical Record Summaries (91.3%). The greatest dissatisfaction was recorded among those who requested Medical Record Summaries, with 62.5% dissatisfied due to the wait times for their preparation.
Conclusions: The results obtained confirm that the delay in the preparation of these documents represents a significant obstacle in access to medical treatments and social benefits, generating high levels of dissatisfaction among patients.
Downloads
References
1. Arellano G, Bañuelos J, Martínez J. Percepción en la calidad de la atención en pacientes de traumatología del hospital general Zacatecas. Ibn Sina–Revista Electrónica Semestral en Ciencias de la Salud [Internet]. 2021 [Citado 25/08/2024];12(2):1-10. Disponible en: https://revistas.uaz.edu.mx/index.php/ibnsina/article/view/1083
2. Chang RJ. Patient navigation across the cancer care continuum: An overview of systematic reviews and emerging literature. CA Cancer J Clin [Internet]. 2023;73:565-589. Disponible en: https://doi.org/10.3322/caac.21788.
3. All.Can Spain. La experiencia del paciente con cáncer. Optimización del circuito y mejora de la atención y coordinación hasta el diagnóstico. 2022. [Internet]. España: All.Can Spain; 2022 [Citado 25/08/2024]. Disponible en: https://www.all-can.org/wp-content/uploads/2022/12/All.Can-Spain_Informe-8-recomendacionesexperiencia-paciente-con-cancer.pdf
4. Rodríguez SA, Lee SC, Higashi RT. Factors influencing implementation of a care coordination intervention for cancer survivors with multiple comorbidities in a safety-net system: an application of the Implementation Research Logic Model. Implement Sci [Internet]. 2023;18(1):68. Disponible en: https://doi.org/10.1186/s13012-023-01326-8.
5. Collado MV, Giorgis P, Kirmayr KI, Lencina MV, Ponce Delgado YM, Rillo O, et al. Accesibilidad al tratamiento de los pacientes con artritis reumatoidea y su relación con factores sociales, culturales y económicos. Rev Argent Reumatol [Internet]. 2019;30(4 Supl 2 Espec 52º Congr Argent Reumatol):56. Disponible en: https://doi.org/1.47196/rar.v30i-4Sup.470
6. Akdere M, Top M, Tekingündüz S. Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Qual Manag Bus Excell [Internet]. 2020;31(3-4):342-52. Disponible en: https://doi.org/10.1080/14783363.2018.1427501.
7. Villoria LE, Salcedo R. Frequency of depression and anxiety in a group of 623 patients with cancer. Rev Med Chile [Internet]. 2021 [Citado 25/08/2024];149(5):708-15. Disponible en: https://www.scielo.cl/scielo.php?pid=S0034-98872021000500708&script=sci_abstract&tlng=es.
8. Nic Giolla Easpaig B, Tran Y, Winata T. The complexities, coordination, culture and capacities that characterise the delivery of oncology services in the common areas of ambulatory settings. BMC Health Serv Res [Internet]. 2022;22:190. Disponible en: https://doi.org/10.1186/s12913-022-07593-3
9. Tran Y, Lamprell K, Nic Giolla Easpaig B, Arnolda G, Braithwaite J. What information do patients want across their cancer journeys? A network analysis of cancer patients' information needs. Cancer Med [Internet]. 2019;8(1):155-64. Disponible en: https://doi.org/10.1002/cam4.1915
10. Barragán C, García JJ, Medina NV. Análisis de la calidad del servicio en IES a través del modelo SERVQUAL. RECAI Rev Estud Contad Adm Inf [Internet]. 2022;11(30):1-11. Disponible en: https://doi.org/10.36677/recai.v11i30.16822
11. Ayesha S. The effects of waiting time and satisfaction among patients visiting medical outpatient department of a tertiary care hospital. J Pak Psychiatr Soc [Internet]. 2022 [Citado 25/08/2024];18(3):25-9. Disponible en: https://jpps.pk/index.php/journal/article/view/99
12. Chanu MT, Singh AS. Cancer disease and its understanding from the ancient knowledge to the modern concept. World J Adv Res Rev [Internet]. 2022;15(2):169-76. Disponible en: https://doi.org/10.30574/wjarr.2022.15.2.0809
13. Cone EB, Marchese M, Paciotti M. Assessment of time-to-treatment initiation and survival in a cohort of patients with common cancers. JAMA Netw Open [Internet]. 2020;3(12). Disponible en: https://doi.org/10.1001/jamanetworkopen.2020.3007
14. Khatri R, Endalamaw A, Erku D. Continuity and care coordination of primary health care: a scoping review. BMC Health Serv Res [Internet]. 2023;23(1):750. Disponible en: https://doi.org/10.1186/s12913-023-09718-8
15. Lubuzo B, Hlongwana K, Hlongwa M, Ginindza T. Coordination models for cancer care in low- and middle-income countries: a scoping review. Int J Environ Res Public Health [Internet]. 2022;19(13):7906. Disponible en: https://doi.org/10.3390/ijerph19137906
16. Wang N, Chen J, Chen W. The effectiveness of case management for cancer patients: an umbrella review. BMC Health Serv Res [Internet]. 2022;22(1):1247. Disponible en: https://doi.org/10.1186/s12913-022-08610-1
17. All.Can Spain;International. El cáncer no entiende de tiempos de espera. Recomendaciones para la mejora de la experiencia del paciente oncológico desde el diagnóstico al tratamiento [Internet]. España: All.Can Spain; 2022 [Citado 25/08/2024]. Disponible en: https://www.all-can.org/wp-content/uploads/2022/12/All.Can-Spain_Informe-8-recomendacionesexperiencia-paciente-con-cancer.pdf
18. Olson J, Cawthra T, Beyer K, Frazer D, Ignace L, Maurana C, et al. Community and research perspectives on cancer disparities in Wisconsin. Prev Chronic Dis [Internet]. 2020 [Citado 21/01/2023];17. Disponible en: https://doi.org/10.5888/pcd17.200183
19. Hustoft M, Biringer E, Gjesdal S, Moen VP, Aßmus J, Hetlevik Ø. The effect of team collaboration and continuity of care on health and disability among rehabilitation patients: a longitudinal survey-based study from western Norway. Qual Life Res [Internet]. 2019;28(10):2773-85. Disponible en: https://doi.org/10.1007/s11136-019-02216-7
20. Garrido IG, Bello Sánchez MA. Calidad de vida y cuidados paliativos en cáncer de mama [Internet]. España: ESI Preprints; 2024. Disponible en: https://doi.org/10.19044/esipreprint.1.2024.p88
21. Marmot M. Social inequalities, global public health, and cancer. En: Vaccarella S, Lortet-Tieulent J, Saracci R, Conway DI, Straif K, Wild CP, eds. Reducing social inequalities in cancer: evidence and priorities for research [Internet]. Francia: International Agency for Research on Cancer [Citado 25/08/2024]. Disponible en: https://www.ncbi.nlm.nih.gov/books/NBK566199
22. Forgiony JS, Bonilla NC, Moncada AG, García AC, Ardila R, Kelly F, et al. Desafíos terapéuticos y funciones de las redes de apoyo en los esquemas de intervención del cáncer. Arch Venez Farmacol Ter [Internet]. 2019 [Citado 25/08/2024];38(5):653-60. Disponible en: https://www.redalyc.org/articulo.oa?id=55962867021.
23. Sollozo I, Lara VJ, Cruz D, Villaseño Y. Relationship between health inequalities and breast cancer survival in Mexican women. Int J Environ Res Public Health [Internet]. 2023;20(7):5329. Disponible en: https://doi.org/10.3390/ijerph20075329
24. Torres C, Campillay M, Dubó P. Barreras y facilitadores de la atención en salud de personas con cáncer en una comuna del norte de Chile: reporte cualitativo. Enfermería (Montevideo) [Internet]. 2024 [Citado 25/08/2024];13(1). Disponible en: http://www.scielo.edu.uy/scielo.php?script=sci_arttext&pid=S2393-66062024000101203&lng=es. https://doi.org/doi:10.22235/ech.v13i1.3400
25. Ferrara L, Otto M, Aapro M. How to improve efficiency in cancer care: dimensions, methods, and areas of evaluation. J Cancer Policy [Internet]. 2022;34:100355. Disponible en: https://doi.org/10.1016/j.jcpo.2022.100355
26. Alcívar JS, Dapeña JM, Serrano ER, Bande JM, Medina MA, Klajn DS, et al. Reumatólogos frente al papeleo: evaluación de la carga administrativa en un servicio de reumatología. Rev Argent Reumatol [Internet]. 2022 [Citado 25/08/2024];33(3):145-50. Disponible en: https://www.scielo.org.ar/scielo.php?script=sci_arttext&pid=S2362-36752022000300145&lng=es. https://doi.org/10.47196/rar.v33i3.677
27. Urbina PL. Reducción de tiempos de espera y calidad de atención en pacientes de un hospital público. Ciencia Latina [Internet]. 2022 [Citado 25/08/2024];6(5):3213-30. Disponible en: https://ciencialatina.org/index.php/cienciala/article/view/3314.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Enrique Rodríguez Reyes, Evelyn Betancourt Rubio
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
All the content of this magazine is in Open Access, distributed according to the terms of the Creative Commons Attribution-Noncommercial 4.0 License that allows non-commercial use, distribution and reproduction without restrictions in any medium, provided that the primary source is duly cited.
Download PDF
