The Rev. Dr. Nancy Dann on the Benefits of Satisfaction Surveys

Better Service through Satisfaction Surveys

Data analysis generates many benefits. At its best, it can bring about an epiphany that results in better service to the patients we serve.

When our cancer program, Baystate Regional Cancer Program, offered a worship service to those in our community whose lives had been touched by cancer, it was important to determine if we met their needs and to what degree. At the conclusion of the service, attendees were asked to complete a questionnaire designed to collect data on demographic information, emotional response, general satisfaction, and agreement with specific service components. Results convinced us of the worthiness of our endeavor, and served as a catalyst for this chaplain to look critically at the worship service prayers she had authored.

The vast majority of service attendees were women. Interestingly, there was a gender difference in the rating of prayers. This piqued my curiosity and resulted in serious reflection on that aspect of my ministry. (See: Dann, N.J., Mertens, W.C. Taking a "Leap of Faith:" Acceptance and Value of a Cancer Program-sponsored Spiritual Event. Cancer Nursing 2004; 27(2): 134-141.)

Soon, I recognized that as a female chaplain, my prayers mirrored conversations with female patients more closely than conversations with males. Women often express their fears and a desire for peace. They share their anxiety about such issues as diagnosis, treatment, body image, and the impact cancer will have on their families. The prayers included in A Sacred Gathering for Those Touched by Cancer addressed the following themes: surrendering fear, peace, hope, G-d’s love, and thanksgiving for those who help. These same themes are often present in the prayers I provide for patients in the program on a regular basis.

But what do men frequently address in conversation? They want strength, endurance, determination, and often express a desire to continue providing for their families. My prayers did not reflect these themes.

Admittedly, the lack of these themes may not be the only reason men did not rate prayer as highly. There are many variables for which we did not control. But even if that was not the reason, my ministry has improved because my prayer themes are now more inclusive. My current collection reflects themes frequently expressed by men. Following is a prayer that grew out of consultation with a marine.

Here I am LORD, ready to face my greatest challenge – the threat within. Through unseen forces, cancer has invaded my body, but I trust that with my dedicated healthcare team and Your power, I will prevail. I am motivated to make the right choices and fight this disease. With You by my side, I will lead my team by example, demonstrating my courage and commitment. My unrelenting determination will call forth a standard of excellence in all. Even when the decisions are tough, with Your help LORD, I will demonstrate strength and integrity, and in all things I will maintain what no disease can take away from me – my dignity and my honor. Amen.

I am now conducting a study on male/female satisfaction with a range of prayer themes. My challenge to fellow chaplains is this: collect data on the work you do and analyze it. It may be the means through which you and your ministry grow.

In addition to providing pastoral care to patients and family members, interests include research on spirituality and cancer, and designing spiritual interventions that are specific to the population of oncology patients. Interventions include worship services, prayers, and audio recordings of Scripture, prayer and a guided meditation on Psalm 23. The Rev. Dann is the primary investigator for 4 studies approved by the IRB; one involves a worship service for patients and those who care about them, one is related to a series of worship services for breast cancer patients, one is a study of the effects of listening to an audio recording of scripture and prayer, and the last is an analysis of prayer preferences of men and women.

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