Cancer patients´ perception of institutional care at a national institute of health

Rey A. Salcedo-Álvarez, Facultad de Enfermería y Obstetricia, Universidad Nacional Autónoma de México (UNAM), Ciudad de México, México
José C. Rivas-Herrera, Carrera de Enfermería, Facultad de Estudios Superiores Zaragoza, UNAM; Departamento de Investigación en Enfermería, Instituto Nacional de Cancerología, Secretaría de Salud; Ciudad de México, México
Blanca C. González-Caamaño, Facultad de Enfermería y Obstetricia, Universidad Nacional Autónoma de México (UNAM), Ciudad de México, México
Sergio Sesma-Vázquez, Facultad de Enfermería y Obstetricia, Universidad Nacional Autónoma de México (UNAM), Ciudad de México, México
Miriam P. Bretado-de los Ríos, Carrera de Enfermería, Facultad de Estudios Superiores Zaragoza, UNAM, Ciudad de México, México
Karla M. Olivera-Cruz, Facultad de Enfermería y Obstetricia, Universidad Nacional Autónoma de México (UNAM); Servicio de Hospitalización, Instituto Nacional de Enfermedades Respiratorias, Secretaría de Salud. Ciudad de México, México
Ricardo G. Zambrano-Gálvez, Facultad de Enfermería y Obstetricia, Universidad Nacional Autónoma de México (UNAM), Ciudad de México, México

Introduction: Oncological care is a complex process involving clinical, emotional, and organizational dimensions that shape the experiences of individuals living with cancer. Understanding patients’ perceptions of institutional care helps identify key elements related to nursing care, the therapeutic bond, and barriers encountered during the healthcare process. Objective: To understand the experiences and perceptions of female oncology patients regarding the institutional care received at the Instituto Nacional de Cancerología. Method: A qualitative, descriptive, and inductive study with a naturalistic approach. Data were collected through semi-structured interviews with six women diagnosed with cancer and treated at the Instituto Nacional de Cancerología. Interviews were transcribed and analyzed using inductive thematic coding to identify emerging categories regarding institutional care perceptions. Results: Four main categories emerged: satisfaction with care, learning and adapting to the institutional environment, coping with administrative difficulties, and the emotional meaning of the therapeutic bond. Participants reported positive experiences tied to humanized care, empathy, and effective communication with healthcare staff. Conversely, they faced challenges related to waiting times, out-of-pocket treatment expenses, and administrative hurdles. The interpersonal bond with healthcare professionals was central to their overall care experience. Conclusions: Institutional care experiences among oncology patients involve emotional, organizational, and relational dimensions that influence their perception of the care received. These findings highlight the need to strengthen nursing and institutional strategies aimed at providing accessible, holistic, and person-centered care. Such approaches must integrate technical treatment competence with emotional and communicative support within healthcare services.

Keywords: Cancer. Oncology care. Patient perception. Nursing care. Qualitative research.