Surveying Ambulatory Oncology Patients:What we’ve learned from those administering and completing the tool

Heather Dawson, NRC Picker CanadaColleen Lynas, Cancer Care Ontario March 8th, 2012

Overview

1. NRC Canada Picker Ambulatory Oncology Patient Satisfaction Survey 2. Improvement Approach/Tools/ Methods3. Cancer Care Ontario Experience with the Tool 4. Moving Forward5. What’s Next for British Columbia

Context

• NRC Picker Canada Ambulatory Oncology Patient Satisfaction Survey developed and validated in 2003

• Used in 8 provinces between 2003 and 2012

• How do we know that the tool it self is still performing well overall and at the question level?

• How do we know that the questions are still relevant to the ambulatory oncology population?

Improvement Approach Tools and Methods

Analytic

Patient

Provider

• Validation Study

• Survey of Survey

• Jurisdictional Perspectives

Analytic Perspective: Validation Study

• Completed by Dr. Deron Ferguson • Overall tool and individual questions

perform well• Recommend:• Improved wording of initial screen

question• Reduce amount of time of

retrospective sampling• Test language with patients

Patient Perspective: Survey of the Survey

1. Are there important things that we didn’t ask?

2. Were there questions that you didn’t understand or found confusing?

3. Were you aware of /expecting survey?

Almost 200 respondents• Questions:• generally understood• not-confusing • addressed important

aspects of care/treatment • Missing some important aspects • Most not aware of/expecting

survey

What important things did we NOT ask?

“Hoping that you would ask if all my doctors, oncologists, surgeons, and plastic surgeons communicated with each other. They did not.”

“How comfortable I felt with my oncologist?”

“Alternative treatment – naturopathic should be integrated or discussed more.”

“How is your family dealing with your treatment?”

“What aspect or consequence of your treatment have you found hardest to deal with?”

We’re Listening Campaign

• 95% didn’t know about the survey

• Improved feedback with improved awareness

• Ability to opt-out

Provider Perspective: Dialogue with Jurisdictions

Cancer Agencies & Hospital

* Sample Frequency/Timing

* Patient Inclusion/Exclusion

* Common Core Questions

* Reflect Current Patient Population

11

1. Develop and implement a focused approach to cancer risk reduction

2. Implement integrated cancer screening

3. Continue to improve patient outcomes through accessible, safe, high quality care

4. Continue to assess and improve the patient experience

5. Develop and implement innovative models of care delivery

6. Expand our efforts in personalized medicine

Six Strategic priorities in Ontario Cancer Plan

Measuring the patient experience

experience

Defining the

“The sum of all interactions shaped by an organizations culture that influences perceptions across a continuum of care”

- The Beryl Institute

patient

Improving the Patient Experience: are we making an impact?

• Measuring the Patient Experience• Ambulatory

Oncology Patient Satisfaction Surveys

Measuring the Patient Experience The Opportunity

Ambulatory Oncology Patient Satisfaction

Survey

• Ontario since 2004

• Measure patient experience in treatment phase

• 14 Regional Cancer Centres

• Surveying variation

• Low overall profile

Cancer Care Ontario Measurement Working

Group

• CCO Staff, patient reps & provincial stakeholders

• Improve analysis / utilization of AOPSS data

• Measure throughout the cancer journey

Integrate with cancer system performance management process

• Provincial priority and target setting

• Patient experience indicators

• Performance improvement expectations

Launching Improvements

Finalize changes to 2012 survey

Ensure standardized approach to provincial surveying

Knowledge transfer to increase profile and understanding of survey intent

Finalize Changes for 2012 Survey

NRC Picker Canada Validation Study

Partnerships

The National Perspective

Standardized Approach to Provincial Surveying

Review surveying practices

Engage Regional

Directors to reach

consensus

Standardized approach

Next Steps in Knowledge Transfer

Sustained Engagement &

ongoing KTE planning

Strategic, broad

communication

NRC Picker Canada We’re

Listening Campaign

Discussion and Questions