Level of satisfaction of cancer patients with Telenursing
DOI:
https://doi.org/10.33448/rsd-v14i10.49652Keywords:
Personal satisfaction, Nursing care, Remote consultation, Technological development, Neoplasms.Abstract
The study aimed to assess patient satisfaction with Telenfermagem. It is an observational, descriptive, cross-sectional study of a quantitative nature. A total of 178 patients who used telenfermagerm between July 2023 and December 2024 were interviewed. Most calls (61.8%) were made by women, 91.6% of participants reported being satisfied, 5.6% were neutral, and 3.9% were dissatisfied with the service; 21.2% reported some type of problem, such as delays in service. As advantages, 49.4% mentioned avoiding travel and 43.2% mentioned faster access to information; as disadvantages, 3.9% mentioned communication difficulties, 3.4% mentioned the lack of human contact, and 2.2% mentioned delays in service.It can be concluded that patient satisfaction levels are high and that the program is undergoing improvements and can contribute to more humane care, with greater availability for individualized follow-up of cancer patients.
References
Almeida, H.O.C. & Góis, R.M.O. (2020). Avaliação da satisfação do paciente: indicadores assistenciais de qualidade. Rev. Adm. Saúde (On-line), São Paulo, 20(81), e244. http://dx.doi.org/10.23973/ras.81.244
Bødtcher, H., Lindblad, K.V., Sørensen, D.M., Rosted, E., Kjeldsted, E., Christensen, H.G.; Svendsen, M. N., Thomsen, L.A. & Dalton, S.O. (2022). Patients' experiences of the COVID-19 pandemic and the change to telephone consultations in cancer care. Support Care Cancer, 30(12), 9869-9875. http://dx.doi.org/10.1007/s00520-022-07390-y
Car, J., Koh, G.C., Foong, P.S. & Wang, C.J. (2020). Video consultations in primary and specialist care during the covid-19 pandemic and beyond. BMJ, 371, m3945. https://doi.org/10.1136/bmj.m3945
COFEN. Conselho Federal de Enfermagem (2022). Resolução COFEN No 696/2022 alterada pelas resoluções nos 707/2022 e 717/2023. Dispõe sobre a atuação da Enfermagem na Saúde Digital, normatizando a Telenfermagem. https:// cofen.gov.br/ resolução-cofen-no-696-2022/.
Costa, I.C.P., Costa, A.S., Garbuio, D.C., Zamarioli, C.M., Eduardo, A.H.A., Carvalho, E.C.& Chaves, E.C.L. (2025). Telehealth in patient care by advanced practice nurses: systematic review. Acta Paul Enf., 38, eAPE0003141. https://doi.org/10.37689/acta-ape/2025AR0003141i
Eriksen LR . Satisfação do paciente com os cuidados de enfermagem: esclarecimento do conceito . J Nurs Meas . 1995; 3(1), 59-76. https://doi.org/10.1891/1061-3749.3.1.59
Ferreira, P.H.C., Guedes, H., Moreira, S.A.A., Baracho, V.S., Caldeira, A.B.R., Guedes, C.F., Ferreira, T.S. & Ribeiro, L.C.C. (2016). Satisfação dos clientes externos quanto aos cuidados de enfermagem. Rev Min Enferm, 20(1), e975. https://doi.org/10.5935/1415-2762.20160045
Fessenden, T. (2024). Net Promoter Score: O que uma métrica de relacionamento com o cliente pode dizer sobre a experiência do usuário. https://www.nngroup.com/articles/nps-ux/ - > Acesso em: 26 abril 2025.
Freitas, P.L.S., Moniz, M.A., Quitete, J.B., Castro, R.C., Góes, F.G.B., Ávila, F.M.V.P, Lacerda, J. R. de S., & Campos, C. de A. (2023). Avaliação da satisfação de usuários de teleconsultas de enfermagem de uma Universidade Federal. Rev Contribuciones a Las Ciencias Sociales, São José dos Pinhais, 16(8), 9340-9358. https://doi.org/10.55905/revconv.16n.8-071
Martín-Payo, R., Martínez-Urquijo, A., Zabaleta-Del-Olmo, E. & Del Mar Fernandez-Alvarez, M. (2023). Use a web-app to improve breast cancer risk factors and symptoms knowledge and adherence to healthy diet and physical activity in women without breast cancer diagnosis (Precam project). Cancer Causes Control, 34(2),113-22. https://doi.org/10.1007/s10552-022-01647-x
Mattisson, M., Börjeson, S., Årestedt, K.& Lindberg, M. (2022). Role of interaction for caller satisfaction in telenursing—A cross‐sectional survey study. Journal of clinical nursing. 32(15-16),4752-61. https://doi.org/10.1111/jocn.16524
Mattisson, M., Börjeson, S., Årestedt, K. & Lindberg, M. (2024). Interaction between telenurses and callers - A deductive analysis of content and timing in telephone nursing calls. Patient Educ Couns., 123,108178. https://doi.org/10.1016/j.pec.2024.108178
Mattisson, M., Borgeson, S., Lindberg, M. & Arestedt, K. (2023). Psychometric evaluation of the Telenursing Interaction and Satisfaction Scale. Scand J Caring Sci, 37(3), 687–697. https://doi.org/10.1111/scs.13149.
Mattisson, M., Johnson, C., Borgeson, S., Arestedt, K. & Lindberg, M. (2019). Development and content validation of the Telenursing Interaction and Satisfaction Questionnaire (TISQ). Health Expect. 22(6), 1213–1222. https://doi.org/10.1111/hex.12945
Mendes, C.S.S., Souza, P.R., Rabelo, A., Silva, A.M., Silva, M.R., Santos, D.V.& Soárez, P.C. (2022). Logical model of telenursing program of a high complexity oncology care center. Rev Esc Enferm USP, 56, e20220067. https://doi.org/10.1590/1980-220X-REEUSP-2022-0067en
Oliveira, D.S.S., Ribeiro Junior, U., Sartório, N.A., Dias, A.R., Takeda, F.R. & Cecconello, I. (2021) Impact of telephone monitoring on cancer patients undergoing esophagectomy and gastrectomy. Rev Esc Enferm USP, 55, e03679. https://doi.org/10.1590/S1980-220X2019023003679
Pereira, A. S. et al. (2018). Metodologia da pesquisa científica. [free ebook]. Santa Maria. Editora da UFSM.
Rodrigues, M.A., Hercules, A.B., Gnatta, J.R., Coelho, J.C., Mota, N.A., Pierin, A.M.G. & Santana, R.F. (2022). Teleconsultation as an advanced practice nursing during the Covid-19 pandemic based on Roy and Chick-Meleis. Rev Esc Enferm USP, 56, e20210438.
https://doi.org/10.1590/1980-220X-REEUSP-2021-0438en
Rutledge, CM, Gustin, T. "Preparando enfermeiros para funções em telessaúde: agora é a hora!" OJIN: The Online Journal of Issues in Nursing Vol. 26, No. 1, Manuscrito 3(31 de janeiro de 2021). https://doi.org/10.3912/OJIN.Vol26No01Man03
Sensmeier, J. (2020). Enhancing the patient and provider experience through telehealth. Nursing Management (Springhouse). 51(11), 8-15. https://doi.org/10.1097/01.NUMA.0000719376.64125.a0
Shitsuka, R. et al. (2014). Matemática fundamental para tecnologia. (2ed). Editora Érica.
Steindal, S.A., Nes, A.A.G., Godskesen, T.E., Holmen, H., Winger, A., Österlind, J., Dihle, A. & Klarare, A. (2023). Advantages and Challenges of Using Telehealth for Home-Based Palliative Care: Systematic Mixed Studies Review. J Med Internet Res, 25, e43684. https://doi.org/10.2196/43684
Silva, L.C., Duprat, I.P., Correia, M.S., Ramalho, H.T.P. & Lima, J.A. (2015). Satisfação do paciente oncológico diante da assistência de enfermagem. Rev Rene, 16(6), 856-862. https://doi.org/10.15253/2175-6783.2015000600012
Souza, V.L.P., Dourado Júnior, F.W., Anjos, S.J.S.B., Carvalho, R.E.F., Oliveira, S.K.P.& Silva, D.C.A. (2022). Conceptual analysis of telenursing: an integrative review. Rev Rene. 23, e81384. https://doi.org/10.15253/2175-6783.20222381384
Thomas, E., Lee, C.M., Norman, R., Wells, L., Shaw, T., Nesbitt, J. , Frean, I., Baxby, L., Bennett, S. & Robinson, S. (2023). Patient use, experience, and satisfaction with Telehealth in an Australian population (reimagining health care): web-based survey study. J Med Internet Res.,25, e45016. https://doi.org/10.2196/45016
Yasin, J.C.M., Andrade, G.B.Barlem, E.L.D. & Soares, L.S. (2020). O papel do enfermeiro frente a produção do conhecimento sob perspectiva ecossistêmica, Research, Society and Development, 9(6),e35963397. https://doi.org/10.33448/rsd-v9i6.3397
Zluhlan, L.S., Amadigi, F.R., Machado, R.R., Lino, M.M., Pires, D.E.P., Costa, S.R. & Castro, L.S.E.P.W. (2023). Perception of nurses about nursing teleconsultation in primary care. Texto Contexto Enferm [Internet], 32, e20220217. https://doi.org/10.1590/1980-265X-TCE-2022-0217en
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Lara Medina, Isabela Caroline Golhaldi, Maria Eduarda de Souza Passarini, Maria Helena Pinto, Rafaela Moreira da Silva Canille
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1) Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
2) Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
3) Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
