User satisfaction before and during the COVID-19 state of emergency in pediatric oncology

Abstract

Objective: To compare the level of satisfaction before and during the state of emergency due to COVID-19, in users of the pediatric oncology outpatient clinic of a Peruvian health institution. Materials and methods: Observational, comparative, transversal study. Sixty patients were included, who had at least one outpatient consultation between 01/01/2020 and 03/15/2020 (pre-pandemic period) and also another consultation between 03/16/2020 and 06/30/2020 (period during the pandemic). The SERVQUAL survey was applied to the companions of the patients. Results: The mean age of the patients was 7 years, predominantly male (55%). The most frequent neoplasm was brain tumor (33.3%). 81.7% attended with the mother. 65% of the companions had a higher education level. In the pre-pandemic period, global satisfaction was 54.7%, the Reliability dimension obtained 49.7%, Responsiveness, 32.9%, Assurance, 78.3%, Empathy, 70.3% and Tangible Elements, 42.1%. During the pandemic, global satisfaction was 77.5%, the Reliability dimension reached 62.7%, Responsiveness, 77.5%, Assurance, 88.75%, Empathy, 92.3% and Tangible Elements, 66.2%. The difference between satisfaction before and during the pandemic was statistically significant (p=0.003). Conclusions: Global satisfaction and the dimensions evaluated reached a higher level of satisfaction during the pandemic than before the pandemic. It is recommended to permanently evaluate user satisfaction, as well as implement strategies to improve and sustain satisfaction in the different dimensions.