Eureka! Institutional Repository

Introduction: The concept of quality in t healthcare system is of particular interest as it is closely related to users’ satisfaction. Measuring users’ satisfaction is of great importance as it is an essential indicator of the organization’s evaluation while also helps to identify difficulties and problems in existing health services. Purpose: To investigate oncology patients’ satisfaction with the health services provided in an oncology unit by evaluating their expectations and beliefs. Methodology: A descriptive, cross-sectional study was conducted from November to December 2019. A self-report questionnaire consisting of the following two parts was used to collect the data. The first part included the demographic characteristics of the oncology patients and the second part the SERVQUAL quality measurement questionnaire. Statistical Package for Social Sciences (SPSS) version 20.0 was used for statistical analysis and data processing. Results:The study showed that the satisfaction of the oncology patients admitted to the chemotherapy unit of Ptolemaida’s Hospital was very high. However, a small gap was identified in the dimensions of responsiveness and reliability of nursing staff. Statistical correlations of the expectation gap with the demographic characteristics of the sample were found only with education level and age. Conclusions: The study showed high levels of satisfaction in the oncology patients. However, there is scope for improvement in some dimensions of health services that can be achieved with the assistance of the hospital management. Keywords: quality service, SERVQUAL, oncology patients, oncology unit