Keywords
Cancer patient
Patient experience
Hospital management
Submitted : 2025-08-13
Accepted : 2025-08-28
Published : 2025-09-12
Abstract
Background: In the current Chinese medical environment, the doctor-patient relationship is not harmonious, patient satisfaction is not optimistic, and there are more problems for cancer patients. Under the circumstances, in order to increase patients’ satisfaction, suggest providing a “patient-oriented” services model. Many healthcare organizations have used patient satisfaction survey (PSS) measures such as Net Promoter Score (NPS), Consumer Quality Index (CQI), or Hospital Consumer Assessment of HealthCare Providers and Systems (HCAHPS) to monitor staff performance quality. In this study, the author has used annual aggregated NPS scores and patient interview results to assess changes in quality of oncology service delivery over a two-year period, and by doing so, to infer the success or failure of improvement interventions in response to these NPS and patient interview data. Methods: A single-center retrospective review of NPS scores over 2023–24 was conducted in the department of oncology in one private hospital in Beijing. Following receipt of each year’s NPS results, specific interventions for service improvements had been implemented. Increases in NPS scores over time were interpreted as indicating the success of such intervention(s), whereas NPS decreases were interpreted as failed interventions. Meanwhile, results of patient interviews increase over time, presenting the success of interventions; the opposite result indicates failed interventions. Results: A progressive trend of rising NPS scores was documented. All NPS single questions have increased the satisfaction rate. A progressive trend of rising patient interview results was listed, and questions have increased satisfaction. Conclusion: These results strongly suggest the success of improvement interventions in the department based on NPS score results and patient interview results. The study concludes that NPS scores and patient interview results can provide valuable administrative guidance for the introduction of clinical service improvement interventions.
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