The Current State of Cancer Care: Programs Prioritize Increased Access and Improved Patient Experience

What’s Trending: Survey Reveals Cancer Programs Are Doubling Down on Efforts to Improve Access in the Face of Rising Patient Needs

New survey findings show that cancer programs are more ambitious than ever before when it comes to improving new patient access and experience—even in the face of increasing operational challenges.

As with all healthcare organizations, the pandemic ushered in workforce shortages, cost pressures, and patient re-engagement dilemmas. Layered on top of these new realities are access challenges specific to cancer care that are exacerbated by the continued growth of newly diagnosed cancer cases, expansion of the cancer survivor population, and the looming oncologist shortage, which is projected to hit 2,250 physicians by 2025.?

In the face of these challenges, cancer programs are forging ahead with more ambitious performance expectations. A recent Chartis survey of academic cancer centers, National Cancer Institute (NCI)-designated comprehensive cancer centers, and community-based cancer programs indicates that most cancer programs have goals to improve access to care.??

For example, more than 40% of cancer programs aim to provide newly diagnosed patients with consultations within 3 days, compared to 10% of respondents to Chartis’ 2019 survey. Breaking that down further, nearly 70% of community-based cancer programs aim to get newly diagnosed patients seen within 3 days; comparatively, about 60% of academic medical centers aim to see newly diagnosed patients within 7 days.??

While progress has been made, reimagining the patient experience will require program leaders to leverage novel approaches that optimize access channels and double down on their oncology ambulatory strategy.??

Why It Matters:

With this increased focus on patient access and experience, how well are cancer programs performing against their goals???

Less than half (42%) of those surveyed said that most or all patients receive care within their expected timeframe. A little more than half indicated that meeting this goal is highly dependent on the independent oncology/hematology clinic and/or department, with some being more successful than others. Only 2 respondents indicate that all patients are offered an appointment within their established targeted timeframe.?

Yet there are a number of cancer programs currently transforming oncology care in distinct ways. Highlights of progress underway today include:??

• Records collection. 56% of the cancer programs surveyed collect patients’ records prior to scheduling. Another 19% report that they collect records before scheduling but only on “select patient populations.” A delay in scheduling due to records request can lead to leakage and patient dissatisfaction.?
• Access metrics. In 2019, 38% of cancer programs were tracking provider-initiated cancellations. In Chartis’ latest survey, this number jumped to 50%. Cancer programs are actively using these metrics to drive performance initiatives. Cancer programs are looking to improve access and capacity by optimizing provider templates and call centers, elevating the patient experience by building and expanding cancer navigation programs, and addressing health disparities for the communities they serve.?
• Use of advanced practice providers (APPs). A little more than 40% of programs report that they are using APPs at “top of training,” with 22% (up from 14% in 2019) using APPs predominately for independent visits. An additional 22% report that APPs perform shared visits with physicians, provide assessments, conduct ordering, and perform other critical work. Cancer programs are increasingly positioning APPs to conduct initial visits with patients. Programs often adopt this practice in highly competitive markets where “rapid access” is a priority and at academic programs where wait times to see a specific specialist are particularly high.?
• Cancer survivorship programs. To serve the growing number of patients who have survived cancer, 75% of the cancer programs surveyed have formal survivorship programs, whether supported by independent clinics, embedded within specialty-specific clinics, or delivered using a hybrid approach.??
• Virtual care visits. Nearly all respondents (97%) offer virtual and/or telehealth visits, either across or within select sub-specialties, which is an exponential increase from 2019 survey results (52%). The majority of respondents to the latest survey report using virtual or telehealth visits for existing patients, genetic counseling, survivorship visits, and supportive care interactions.?

It’s clear that cancer programs are dreaming bigger, redefining their approaches, and building new programs and reimagining patient experience. As we look to the future, progress will rely heavily on a program’s ability to stay ahead of oncology industry innovations (like digital transformation, cancer-specific care management platforms, mobile “medical home” technologies, and consumer innovations), which will go hand-in-hand with developing toolsets needed to deliver value-based care.?

What’s Next

Like never before, individuals accessing cancer care demand and deserve a seamless experience, with their preferences considered every step of the way. Patients with cancer have an array of provider options, both locally and across the U.S., and among academic cancer centers, NCI-designated comprehensive cancer centers, and community cancer programs. In light of evolving patient needs and increasing options, reimagining patient access is a mandate.??

What do cancer programs need to do today to position their organization as a market leader in cancer care access for years to come? The answer: deliver the best patient experience—an outcome that can only be achieved by consistently delivering on timely patient access and coordinated patient navigation, both supported by a transformed care team. The synergistic nature of these elements cannot be underestimated and advancing one in misalignment with the others leads to implementation delays.??

Cancer programs must develop key capabilities and processes across quaternary dimensions to successfully maximize the patient experience. These include:??

1. ?Delivering a memorable cancer patient and caregiver experience from first call and spanning the cancer care continuum.?
2. Creating a consumer access support system and experience that streamlines intake to first consultation.?
3. Designing a progressive care team model with “top of training” performance for effective and efficient care delivery.?
4. Leveraging technology to efficiently connect and communicate across the cancer ecosystem.?

Designing the roadmap for transformation is one of the toughest tactical jobs of healthcare organizations. But focusing on capabilities within these dimensions will enable cancer care programs to be digitally forward, optimize clinical effectiveness, elevate patient-centricity, improve provider experience, and increase net income. Cancer programs should plan an optimized ambulatory strategy now to quickly enable greater access and an outstanding patient experience.?

Learn more about the current state of cancer care here .

ABOUT CHARTIS

Chartis is a comprehensive healthcare advisory firm dedicated to helping clients build a healthier world. We work across the healthcare continuum with more than 600 clients annually, including providers, payers, health services organizations, technology and retail companies, and investors. Through times of change, challenge, and opportunity, we advise the industry on how to navigate disruption, pursue growth, achieve financial sustainability, unleash technology, improve care models and operations, enhance clinical quality and safety, and advance health equity. The teams we convene bring deep industry expertise and industry-leading innovation, enabling clients to achieve transformational results and create positive societal impact.?Learn more .

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