Telephone completion of patient self-reporting health history documents by registered nurses: a survey to evaluate its effectiveness and strategies for improvement.

Abstract

Prior to the COVID-19 pandemic, cancer patients would complete their self-reporting health history documentation at their initial consultation visit. With the increase in virtual care, a program was established; whereby, a registered nurse (RN) would complete the self-reporting history with the patient by telephone prior to the initial consultation. A survey of RNs and oncologists evaluating the effectiveness of this program is presented. Outpatient RNs and medical and radiation oncologists were surveyed at a single Canadian cancer center. The surveys collected demographic information and perceptions around the successes and challenges of this program. Responses were received from 31/42 (74%) RNs and 29/48 (60%) oncologists. RNs reported calling an average of 4 patients/week, and the median time for each call was 20min. For responding RNs, 21/31 (68%) felt patients were satisfied with the process, and 18/31 (58%) were satisfied with the quality and efficacy of care they were delivering. 25/31 (81%) RNs felt the telephone calls improved care when the patient came to the clinic. All (100%) oncologists were aware of the program, and 86% (25/29) felt it saved time at the consult visit. Areas for improvement included patients completing the forms themselves and including information on current symptoms and drug insurance status. COVID-19 has resulted in many changes in oncology practice. Completion of patient self-reported health history documentation by an RN over the telephone prior to consultation visit received positive feedback from both RNs and oncologists. However, this process has considerable RN resource implications.