Measuring next of kin satisfaction with hospital cancer care: using a mixed‐method approach as basis for improving quality and safety

Abstract

Aim/s To explore next of kin satisfaction with cancer care, map next of kin suggestions for involvement and combine this information to create a basis for improving quality and safety in hospitals.

Design Convergent parallel mixed-methods design applying the 20-item FAMCARE Scale survey instrument for quantitative measurement of satisfaction with care and with an open-ended question used for qualitative analysis.

Data sources Responses from 238 next of kin (November 2016–November 2017).

Methods Exploratory factor analysis, regression analysis and qualitative content analysis were combined.

Results Both hospitals scored better in medical treatment (median, interquartile range: 1.5, 1.1–2.0), than in satisfaction with information and involvement of next of kin (1.9, 1.3–2.4), p < .001 (Wilcoxon signed ranks test). After adjusting for differences in demographical and clinical variables, the total FAMCARE scores were 13% higher (95% confidence interval: 1%–27%, Wald p = .029) at one of the hospitals. Qualitative findings support that the hospitals are not providing an equal offer to next of kin involvement in hospital cancer care that includes a proactive approach.

Conclusion As a basis for quality and safety improvement, next of kin satisfaction and involvement in cancer care should be addressed in a two-sided perspective, balancing the next of kin's need for involvement in cancer treatment with the patient's perspective.