Posts Tagged ‘Patient’s Experience’

The Side Effect of the Side Effect!

Wednesday, September 21st, 2011

Everyone knows that chemo makes people feel nauseated and often leads to the terrible side-effect of vomiting. Fortunately, many drugs have been developed to help significantly reduce nausea during cancer treatment.  We learned first-hand that palliative care can result in substantially reduced inpatient stays – a positive side-effect of this chemo side-effect.

When my daughter had leukemia the first time, she was only two and a half years old.  Zofran and Benedryl were sufficient to help her through her bouts of nausea.  When my daughter relapsed, at thirteen years old, the chemo cocktails were increased substantially.  She also received chemo and steroids in her spinal column because of her CNS3 relapse in her spine.  Her nausea and vomiting were intense.  She lost twenty-five pounds during the first month of her treatment using only Zofran and Benedryl.

We then learned about Emend, a newer anti-nausea medicine that was FDA approved only for adults.  Because my daughter was adult-sized, the doctors agreed to try it.  During Induction 2, she had to endure four high-dose methotrexate treatments, one a week for four weeks.  During our first inpatient stay, she was given Zofran and Benedryl to combat nausea. It was a hellish, five-day inpatient stay before her levels cleared enough to go home.  Almost a whole week!  For the remaining three high-dose methotrexate treatments, we used Emend, in addition to Zofran and Benedryl. The difference was miraculous.  Because of Emend, she could eat during the chemo drip – unheard of in the previous high-dose treatment. Eating the food helped her clear the methotrexate so much faster.  Using Emend literally cut our inpatient stay in half, from five days to two and a half days. As an added bonus, she could sit up and talk and watch TV throughout the treatment; she no longer curled up in the fetal position for days at a time.

I understand the risk I took to administer Emend to my child as a non-FDA-approved drug, but the benefits were unbelievable.  First, the cost of the inpatient stay was cut almost in half.  Second, we now had two and a half days more to be together at home as a family, instead of being split apart by the hospital visit. Third, and some would argue most important, the treatment was MUCH easier for my daughter.  Throughout the remaining two and half year treatment, I used to wonder if her success would be compromised because the methotrexate passed through more quickly than the protocol was designed for – would it be too quickly?  But she survived the protocol, so it turned out to be a good decision.

This demonstrates that palliative care not only increases the comfort level of patients but that it can reduce the length of stay during a hospital or clinic visit.

How integrated is palliative care in your cancer program?  How much do you emphasize improvements in palliative care to improve the patient’s experience?

Please call primeASCENT today to help you use palliative care to improve the efficiency of your cancer center as well as the patient’s experience.

Yours in Oncology Excellence,

Christina Schilstra
Guest Blogger

If you have any questions, contact primeASCENT by calling 410-444-6024 or click here today!

Check us out on FacebookLinkedIn and Twitter as well!

How Accessible Is Your Cancer Program?

Friday, July 1st, 2011

Last Tuesday, the Department of Health & Human Services (“HHS”) canceled its plans for deploying “mystery shoppers”.  The goal of this planned initiative was to determine the impact of the growing shortage of primary care physicians, as well as the type of insurance coverage, on the timely access to primary care.  The recent announcement by HHS to introduce “mystery shoppers” was met with a great concern on the part of the primary care physician community, as was described in the New York Times article “U.S. Plans Stealth Survey on Access to Doctors” last Sunday.   But it was the critical letter from Illinois Senator Mark Kirk to HHS Secretary Kathleen Sebelius that prompted the cancellation of the “mystery shoppers” project. In his letter, Senator Kirk asked a series of challenging questions about the need for and execution of this plan. Shortly after he shared his letter on the Senate floor, HHS announced the cancelation of its plans.

While the use of “mystery shoppers” by government agencies may or may not be questionable, the use of “mystery shoppers” can be a very effective tool for cancer programs to identify issues with timely and easy access to care.  As many providers strive to be more patient-centric and improve the patient’s experience, timely and easy access to cancer care can be among the key factors that help a cancer program differentiate itself from competing programs.

Let us consider the results of the recent study published at the Annual Meeting of the American Society of Clinical Oncology by Drs. Keerthi Gogineni and Katrina Armstrong, from the University of Pennsylvania. In this study, volunteers posed as patients with a new diagnosis of inoperable hepatocellular carcinoma. Only 23% of the “patients” were able to get a new patient appointment out of 432 attempts. These results should serve as a wake-up call to cancer programs about potentially avoidable barriers to timely access to cancer care.

According to the study, callers posed as “patients” with varying types of cancer and insurance coverage.  The most frequent reason (39%) that the “patients” couldn’t get a first appointment was that both oncology practices and hospitals required that patients have all of their medical records in their possession when they scheduled their first appointment.  This, of course, is likely to be an extremely challenging and stressful experience for patients who are already anxious and, perhaps, suffering from pain.  Do patients even know how to track down images, lab results and other key parts of their records from different providers  at different locations, and furthermore which records are even necessary?   In many instances, patients may not understand or fully appreciate what the oncologist(s) need to finalize the diagnosis and determine the best course of treatment.

In addition, other reasons why the “patients” were unable to schedule an appointment included the inability to reach the scheduler (24%), the need to obtain a referral first (18%), the requirement to go through a new-patient coordinator first (3%), or the need to talk to a financial counselor.

This does not exactly paint a patient-friendly picture and may actually hurt a cancer program’s reputation.   Having a complete medical picture is critical to the clinical decision-making process, but delaying anxious patients’ access to timely care until they have all of their clinical documentation gathered poses an undue burden on them and will likely tarnish a cancer program’s reputation.  There are better and easier ways to address this issue.   Such improvements would also ensure that the clinical team has all the critical facts needed to make an informed decision about the best treatment course for the patient.

Let’s also not forget that first impressions matter a great deal, in healthcare as well as in other industries. Schedulers, registration clerks, patient navigators, financial counselors and the folks staffing the parking garage are all part of the team that patients will be interacting with during initial consultations, treatment and follow-up.   Their behavior, as well as policies and procedures that guide their behavior, and the layout of the reception and waiting areas, shape a patient’s perception of a cancer program’s level of customer service in a significant way.

So, assessing he accessibility of your cancer program is critical for improving access to your cancer program and improving its efficiency and reputation.   By having hospital managers or others pose as “patients”, you will quickly learn about the impact of policies and procedures, the patient’s physical experience, operational inefficiencies and the attitudes and behavior of front-end staff and their impact on the initial patient experience with your cancer program. By creating easy and timely access to your program’s cancer care, you create one more compelling reason for patients to come to your cancer center.

How easy is it for new cancer patients to schedule appointments at your cancer center?  When was the last time you reviewed how patients experience the start and end of their interactions with your cancer program? Call us for a free consultation on how primeASCENT can best assist you with improving the overall patient experience.

Yours in Oncology Excellence,
Paul Schilstra
President

If you have any questions, contact primeASCENT by calling 410-444-6024 or click here today!

Check us out on FacebookLinkedIn and Twitter as well!