Stakeholder perspectives on the use of telehealth to improve ambulatory care for chemotherapy patients in a large urban cancer centre.

Abstract

86 Background: Chemotherapy outpatients are often left in vulnerable positions without direct access to their providers between appointments, which can lead to Emergency Department (ED) visits to address side effects. Improved use of telehealth has been postulated in the literature as a potential low-cost tool to manage this problem. Our objective was to explore, as a case study, how telehealth can be optimized to provide better care to ambulatory chemotherapy patients. Methods: This study was done at Princess Margaret Cancer Centre in Toronto. Semi-structured interviews (n = 21) were conducted to elicit a broad set of perspectives on the feasibility and constraints of implementing new telehealth measures in the breast cancer (BC) clinic. Interviewees included hospital administrators (n = 3), nurse managers (n = 4), BC nurses (n = 3), BC physicians (n = 2), one non-BC nurse, one pharmacist, BC patients (n = 4), and telehealth and technology experts (n = 3). Transcripts were reviewed separately by each author and themes were extracted using content analysis. Key learnings were established based on stakeholder agreement and theme novelty. Results: Provider-initiated proactive calling of chemotherapy patients was felt to bethe most valuable and feasible potential change according to all stakeholders. A number of key considerations emerged regarding the creation of a successful proactive calling system: 1) calls should address symptoms that are predictable, regimen-specific, and most likely to result in ED visits; 2) patients most likely to benefit are those beginning chemotherapy, starting new drugs, or fitting certain high-needs criteria; 3) structured call questionnaires can be valuable, but must be flexible to best meet patient needs; 4) the caller’s expertise is more important than his or her familiarity with the patient; and 5) basic IT support systems are necessary for operationalization. Conclusions: Simple telehealth initiatives such as proactive calls can improve outpatient care for chemotherapy patients, and may reduce ED burden. This study provides key principles that should guide development and implementation of proactive calling programs at cancer care institutions.