Quality of breast reconstruction service at a university hospital as assessed by the patients

PURPOSE: To evaluate the quality of breast reconstruction service at a university hospital, as assessed by the patients. METHODS: This cross-sectional study enrolled adult women who underwent immediate or delayed breast reconstruction by any technique performed at a university hospital between 1 and 24 months before the assessment. The Brazilian version of the Health Service Quality Scale (HSQS) was self-applied to the participants. The HSQS produces percentage scores, which are expressed in values ranging from 0 to 10 for each domain of the scale, and into an overall percentage quality score. The management team was asked to establish a minimum satisfactory score for the breast reconstruction service. RESULTS: Ninety patients were included. The management team considered 8.00 the minimum satisfactory score for the service. The overall percentage score was 93.3%. Only one domain, ‘Support,’ had an average score lower than that considered satisfactory (7.22 ± 3.0); while the others had higher scores. The domain that scored highest was ‘Qualification’ (9.94 ± 0.3), followed by ‘Result’ (9.86 ± 0.4). There was a positive correlation between ‘type of oncologic surgery’ and ‘intentions of loyalty to the service’ (ρ = 0.272; p = 0.009) and a negative correlation between ‘education’ and ‘quality of the environment’ (ρ = –0.218; p = 0.039). The higher the patient’s level of education, the higher the score attributed to ‘relationship’ (ρ = 0.261; p = 0.013) and the lower the score of ‘aesthetics and functionality’ (ρ = –0.237; p = 0.024). CONCLUSIONS: The quality of the breast reconstruction service was considered satisfactory, but there is a demand for structural improvements, better interpersonal relationships, and a stronger support network for patients.