Patient Recommendations and Service Quality in Oncology
Author Information
Author(s): Lis Christopher G, Rodeghier Mark, Gupta Digant
Primary Institution: Cancer Treatment Centers of America®
Hypothesis
Does perceived service quality correlate with patient willingness to recommend an oncology hospital?
Conclusion
The study found that perceived service quality significantly predicts patient willingness to recommend an oncology service provider.
Supporting Evidence
- 77% of patients reported they were 'extremely likely' to recommend CTCA.
- Key drivers of recommendations included understanding medical conditions and staff care.
- Statistically significant correlations were found between service quality and willingness to recommend.
Takeaway
Patients are more likely to recommend a cancer treatment center if they feel the service quality is high, especially if the staff helps them understand their condition and shows they care.
Methodology
The study used a service quality questionnaire and analyzed responses from returning cancer patients using logistic regression.
Potential Biases
Potential selection bias due to a response rate of 73.3% and the use of a non-validated questionnaire.
Limitations
The study sample was limited to English-speaking patients, which may affect generalizability.
Participant Demographics
The sample included 2018 cancer patients, with a mean age of 54.2 years, 902 males and 1116 females.
Statistical Information
P-Value
< 0.001
Confidence Interval
95% CI for odds ratios ranged from 1.3 to 12.2
Statistical Significance
p<0.05
Digital Object Identifier (DOI)
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