Patient-Expressed Perceptions of Wait-Time Causes and Wait-Related Satisfaction

Mathews, Maria; Ryan, Devonne; Bulman, Donna

doi:10.3747/co.22.2243

Cited by 13 publications

(11 citation statements)

References 12 publications

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“…Through qualitative interviews, we asked cancer patients to describe their care experiences and explain their wait times-related satisfaction. Consistent with other studies, we found that timeliness of care was only one component of wait-related satisfaction [ 3 – 6 ]. Patients’ perceptions of satisfaction were influenced by three domains which related to their interactions with physicians, the coordination of care, and the timeliness of care.…”

Section: Discussionsupporting

confidence: 92%

“…increasing disease severity and disease-related morbidity [ 1 ]), public perception of wait times serve as a barometer of the public’s confidence in the health care system [ 2 ]. Studies suggest that the relationship between wait times and wait-related satisfaction is neither linear nor straightforward [ 3 – 6 ]; although shorter wait times are believed intuitively to lead to better wait related-satisfaction, many elements contribute to patients’ satisfaction with their wait time experiences. A study of colorectal cancer patients showed a moderate correlation between shorter wait times and higher levels of satisfaction [ 3 ].…”

Section: Introductionmentioning

confidence: 99%

“…Surveys of cancer patients found that the level of wait-related satisfaction varied by patient and treatment-related factors, such as type of cancer, treatment, prognosis, and personal screening behaviors [ 4 , 5 ]. Moreover, the nature of the delay, whether it was avoidable or unavoidable or attributable to the patient, provider, or health system does not explain wait-related satisfaction or dissatisfaction [ 6 ].…”

Section: Introductionmentioning

confidence: 99%

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What does satisfaction with wait times mean to cancer patients?

2015

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BackgroundPatient satisfaction is an important element of quality improvement and patient-centered care, and is an indicator of the public’s confidence in the health care system. Although shorter wait times are believed intuitively to lead to higher satisfaction, studies have demonstrated the importance of many other factors which contribute to patients’ satisfaction with their wait time experiences. The current study explores the factors that shape patients’ satisfaction with their overall wait times (i.e. from symptom to treatment).MethodsWe conducted qualitative interviews with 60 breast, prostate, lung, or colorectal cancer patients to examine the reasons behind patients’ satisfaction or dissatisfaction with their wait time experiences. We purposefully recruited satisfied and unsatisfied participants from our larger survey sample. Using a semi-structured interview guide, patients were asked about their wait time experiences and the reasons behind their (dis)satisfaction. Interviews were transcribed verbatim and coded using a thematic approach.ResultsPatients’ perceptions of satisfaction with wait times were influenced by three interrelated dimensions: the interpersonal skills of treating physicians (which included expressions/demonstrations of empathy and concern, quality of information exchange, accountability for errors), coordination (which included assistance navigating the health system, scheduling of appointments, sharing information between providers, coordination in scheduling appointments, and sharing of information ), and timeliness of care (which referred to providers’ responsiveness to patients’ symptoms, coverage during provider absences, and shared sense of urgency between patient and providers). Providers’ willingness to “trouble shoot” and acknowledge errors/delays were particularly influential in patients' overall perception of their wait times.ConclusionsWe described three dimensions of wait-related satisfaction: physicians’ interpersonal skills, coordination of care, and timeliness of care, which are often interrelated and overlapping. Furthermore, while patients wait-related satisfaction was typically based on multiple interactions with different providers, positive or negative experiences with a single provider, often (but not always) the family physician, had a substantial impact on the overall satisfaction or dissatisfaction with wait time experiences. The findings provide a conceptual basis for the development of validated instruments to measure wait time-related patient satisfaction.

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Section: Discussionsupporting

confidence: 92%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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What does satisfaction with wait times mean to cancer patients?

2015

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“…Mathews and colleagues 18 reported that wait times relate to the performance of groups of individuals rather than to the performance of a single health care provider and can be shortened simply by improving the organization of health services in a way that does not require any additional costs-such as continuity of care. The median wait time to diagnosis for our patients was shorter than the target of 30 days, with 57% being diagnosed within 30 days.…”

Section: Discussionmentioning

confidence: 99%

Lung Cancer Care Trajectory at a Canadian Centre: An Evaluation of How Wait Times Affect Clinical Outcomes

et al. 2017

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“…15,16 Through qualitative interviews, we found that whether the delay was avoidable or was attributable to the patient, provider or health care system did not explain patient wait-related satisfaction. 17 Instead, we found that patients' self-described satisfaction was related to 3 overlapping and interconnected dimensions: patient-perceived timeliness of care, physicians' interpersonal skills and coordination of care. 18 In the current study, we describe patients' perspectives of their efforts to improve the timeliness of their care.…”

mentioning

confidence: 40%

The role of patient and physician advocacy in reducing wait times for cancer care: a qualitative analysis

2017

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Background: There is growing interest in the role of physician as health advocate; however, few studies have documented advocacy from the patient's perspective. To address this gap, we examined the experiences of patients with cancer from the onset of symptoms to the start of treatment in Newfoundland and Labrador and aimed to describe wait times and efforts to improve timeliness of care from the patients' perspective. Methods:We conducted qualitative interviews with 60 participants aged 19 years or more with breast, colorectal, lung or prostate cancer who were recruited from a survey of patients with cancer that was carried out as an earlier part of a larger study. All survey participants had received care at regional cancer clinics in Newfoundland and Labrador and were selected by means of purposive sampling based on their type of cancer, level of satisfaction with care and place of residence (urban, semiurban or rural). Interviews were transcribed verbatim and coded by means of a thematic approach.Results: Participants described actions taken by themselves, their families/friends or members of their health care team to reduce their wait for a diagnosis and/or treatment. In all instances, participants believed that these actions resulted in more timely care. Participants reported that "insider knowledge" of health care professionals (whether friends, family members or members of the care team) was particularly valuable in reducing delays. Interpretation:The use of advocacy was relatively commonplace. The role of advocacy, whether it originates from patient or caregiver, is important to ensure access to timely, good-quality cancer care. Abstract Research E774CMAJ OPEN, 5(4)

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Patient-Expressed Perceptions of Wait-Time Causes and Wait-Related Satisfaction

Cited by 13 publications

References 12 publications

What does satisfaction with wait times mean to cancer patients?

What does satisfaction with wait times mean to cancer patients?

Lung Cancer Care Trajectory at a Canadian Centre: An Evaluation of How Wait Times Affect Clinical Outcomes

The role of patient and physician advocacy in reducing wait times for cancer care: a qualitative analysis

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