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A pilot project of a cancer patient library in Italy: results of a customer‐satisfaction survey and its products
Author(s) -
Truccolo Ivana,
Bianchet Katia,
Capello Fabia,
RussellEdu William,
Dal Maso Luigino,
Colombatti Alfonso,
Ciolfi Laura,
Tirelli Umberto,
De Paoli Paolo
Publication year - 2006
Publication title -
health information and libraries journal
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.779
H-Index - 38
eISSN - 1471-1842
pISSN - 1471-1834
DOI - 10.1111/j.1471-1842.2006.00668.x
Subject(s) - service (business) , quality (philosophy) , family medicine , customer satisfaction , medicine , service quality , patient satisfaction , perception , control (management) , user satisfaction , point (geometry) , medical education , nursing , psychology , business , marketing , computer science , philosophy , geometry , mathematics , epistemology , human–computer interaction , neuroscience , artificial intelligence
Aims : The purpose of this study is to determine the degree of satisfaction of users of the Cancer Information Point section of the Library for Patients (CIP‐LP), active since 1998 at the National Cancer Institute of Aviano, Italy. The CIP‐LP is based on a skilled intermediary, adequate informative material and a specific location, within the Scientific Library of the Institute. Patients and methods : A survey was developed to assess service functionality and quality from the users’ viewpoint. During a 6‐month period, a questionnaire was mailed to 194 patients and relatives who previously used the CIP‐LP; 113 (58%) were returned and processed. Results : Of the respondents, 91% were pleased with the CIP‐LP and 95% would recommend the service to other people. The information obtained contributed to a clearer understanding of the illness and treatment (45% as first answer) and a better control of the situation (33%). Fifty‐one per cent evaluated the information received as ‘good’, 42%‘excellent’ and 4%‘of sufficient quality’. Conclusion : This survey shows the appreciation and usefulness in the users’ perception of a specific hospital library for cancer patients and their relatives, providing an information service supplementary to doctor–patient communication.