Are patients satisfied with the head and neck skin cancer service? An evaluation of outpatient services with a review of published reports

Scientific publications place much emphasis on postoperative outcomes such as recurrence, but little attention to patients’ satisfaction. The purpose of this evaluation was to find out patients’ reported outcomes after their initial consultation, treatment, and follow-up appointments for non-melanoma skin cancer of the head and neck. We used an adapted version of the European Organisation for Research and Treatment of Cancer (EORTC) validated questionnaire for patients’ satisfaction to collect data prospectively from consenting patients between September and December 2015. A total of 179 questionnaires were completed (initial consultation n = 51, treatment n = 74, and follow up n = 54). Patients were most satisfied with the appointments for treatment (Kruskal–Wallis p < 0.001, mean (SD) score 4.86/5 (0.15)), and 87% regarding the service as excellent. Patients were least satisfied with services and organisation of care compared with nurses and doctors (Kruskal–Wallis p < 0.001). There seemed to be most satisfaction after the appointment for treatment. A possible explanation could simply be the relief of having finally had their cancer removed. Patients are also likely to show greater satisfaction with the clinical team because of the personal nature of the interaction that they experience during this aspect of their care.