Abstract
Background/Aims Patient-centered communication is vital to quality care. Strategies are needed for assessing patients’ views on communication over the entire course of cancer care. We sought to describe cancer patients’ perceptions of their communication experiences using a new set of items. Of particular interest were patients’ reports of when communication “fell short” and the aspects of communication considered most important.
Methods We surveyed members of Kaiser Permanente (KP) Member Voice, a representative online panel of KP members. Questions focused on communication with the cancer care team overall and during specific phases (e.g., diagnosis, chemotherapy). Respondents indicating less than excellent communication were asked to describe how communication fell short. We asked all respondents what aspects of communication were most important during cancer care.
Results A total of 375 members diagnosed with cancer completed the questionnaire. Respondents represented all KP regions; 57% (212/375) were female; 62% (233/375) had at least a college degree. Overall communication ratings varied by phase of care; the percentage of respondents rating “excellent” was lowest for Diagnosis (62%; 225/365); corresponding percentages for other phases included Decision-Making 71% (248/352); Surgery 73% (212/290); Radiation 65% (68/105); Drug Therapy 76% (82/108); Completing Treatment 70% (237/340). Only 55% (189/342) of respondents “strongly agreed” they were told their diagnosis in a sensitive, caring way. Asked where communication fell short, patients cited problems in providers’ manner, as well as the amount, timing and clarity of information. Initial analysis of what was most important revealed themes related to being treated like a person, conveying caring and optimism and providing clear, complete and timely information.
Conclusions Patients are willing to provide feedback on their cancer care experiences and to identify problematic aspects of communication and when they occurred. These items can be used to assess patients’ experiences and to prioritize quality improvement efforts.
