Client perceptions of the BreastScreen Australia remote radiology assessment model

Deborah Smith,Melissa Poole,Jessamy Beckett,Karen Johnston,Sarah Larkins,Karen Carlisle,Robyn Preston,Danielle Geddes,Rebecca Evans,Helen Naess

doi:10.1186/s12905-020-01163-7

Deborah Smith, Melissa Poole + Show 8 more

Open Access

https://doi.org/10.1186/s12905-020-01163-7

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Abstract

BackgroundTelehealth and teleradiology are increasingly used around the world to facilitate health care provision when the health care provider and clients are separated by distance. The BreastScreen Australia Remote Radiology Assessment Model (RRAM) is an initiative developed to address the challenges of inadequate access to a local radiological workforce in regional Australia. With the growth in telehealth innovations more broadly, the RRAM represents a departure from the traditional onsite model where a radiologist would be co-located with practice staff during assessment clinics. Understanding client satisfaction is an important consideration with new models. This article explores client perceptions of the RRAM including awareness, satisfaction with experiences, confidence in the quality of care being received, and preferences regarding models of service delivery.MethodsClients in four BreastScreen services across three Australian states and territories were invited to provide feedback on their experiences of the RRAM. Brief face-to-face interviews based on a survey were conducted at the conclusion of assessment clinic visits. Clients also provided feedback through surveys completed and returned by post, and online.Results144 clients completed the survey regarding their experiences of the RRAM. The majority were aged between 50 and 59 years (55/144, 38.2%). Most had attended a BreastScreen service for either screening or assessment on a total of two to five occasions (85/142, 59.9%) in the past. Nearly all women who attended a RRAM clinic expressed satisfaction with their experience (142/143, 99.3%). Clients were aware that the radiologist was working from another location (131/143, 91.6%) and the majority believed there wouldn’t be any difference in the care they received between the RRAM and the onsite model (120/142, 84.5%). Clients generally had no particular preference for either the onsite or RRAM model of service delivery.ConclusionsClients’ high satisfaction with their clinic experiences, high confidence in care being received, and the majority having no preference for either the onsite or remote model indicates their acceptance of the RRAM. Client acceptance of the model supports continuation of the RRAM at these sites and expansion. Findings may inform future telehealth innovations where key health care team members are working remotely.

Highlights

Telehealth and teleradiology are increasingly used around the world to facilitate health care provision when the health care provider and clients are separated by distance
Of the 144 surveys, 79 (54.9%) were completed by clients attending a clinic in an RA3 area; 56 (38.9%) were completed by clients attending the RA2 area; and 9 (6.3%) were from clients at the metropolitan service
The Remote Radiology Assessment Model (RRAM) is a novel model of service delivery for BreastScreen assessment clinics in Australia

Summary

Introduction

Telehealth and teleradiology are increasingly used around the world to facilitate health care provision when the health care provider and clients are separated by distance. This article explores client perceptions of the RRAM including awareness, satisfaction with experiences, confidence in the quality of care being received, and preferences regarding models of service delivery. Worldwide one in four women diagnosed with cancer have breast cancer [1] with 2.09 million cases confirmed in 2018 [2]. In 2019 breast cancer was the most commonly diagnosed cancer in Australian women with 19,535 cases confirmed [3]. 11% of women attending their first breast screen and 3.5% of women attending subsequent screens are recalled for further diagnostic investigation at an assessment clinic, following an abnormal screen [1]. BreastScreen Australia has devised National Accreditation Standards (NAS) to promote access to high quality and safe BreastScreen screening and assessment services for women from Indigenous, culturally and linguistically diverse, rural/remote, and lower socioeconomic backgrounds [1]

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Discussion

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