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Using Experience-Based Design to Improve the Care Experience for Patients With Pancreatic Cancer.

Ann Hagensen¹, Amy E London¹, Jennifer J Phillips¹

¹Virginia Mason Medical Center, Seattle, WA.

Journal of Oncology Practice

|September 15, 2016

Summary

This summary is machine-generated.

Understanding the patient care experience for pancreatic cancer is crucial for improving outcomes. Experience-based design revealed key areas for enhancing patient and family support and care coordination.

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Area of Science:

Oncology
Patient Experience Research
Healthcare Quality Improvement

Background:

Limited literature exists on the patient care experience for individuals with pancreatic cancer.
The patient care experience significantly impacts quality and health outcomes.

Purpose of the Study:

To elicit the care experience of patients with pancreatic cancer for the purpose of care redesign.
To identify critical emotional touchpoints in the patient journey.

Main Methods:

Employed experience-based design methodology.
Utilized direct observations, interviews, and focus groups to define touchpoints.
Measured emotional content via questionnaires and developed an experience map.

Main Results:

Experience-based design findings often contradicted staff preconceptions.
Identified three key areas for redesign: patient goals/values, caregiver support, and care coordination.
485 new pancreatic cancer patients were cared for; 117 questionnaires were returned (23% response rate).

Conclusions:

Experience-based design effectively illuminated the care experience and emotional content for pancreatic cancer patients and caregivers.
This understanding facilitated targeted care redesign in areas with high negative emotional impact.