Understanding Patient Experience with Outpatient Cancer Rehabilitation Care
Background: Understanding patient experience is key to optimize access and quality of outpatient cancer rehabilitation (physical or occupational therapy, PT/OT) services. Methods: We performed a retrospective mixed-method analysis of rehabilitation medical record data to better understand patient ex...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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MDPI AG
2023-01-01
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| Series: | Healthcare |
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| Online Access: | https://www.mdpi.com/2227-9032/11/3/348 |
| _version_ | 1797624566662561792 |
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| author | Kelley C. Wood Jessica J. Bertram Tiffany D. Kendig Mackenzi Pergolotti |
| author_facet | Kelley C. Wood Jessica J. Bertram Tiffany D. Kendig Mackenzi Pergolotti |
| author_sort | Kelley C. Wood |
| collection | DOAJ |
| description | Background: Understanding patient experience is key to optimize access and quality of outpatient cancer rehabilitation (physical or occupational therapy, PT/OT) services. Methods: We performed a retrospective mixed-method analysis of rehabilitation medical record data to better understand patient experience and aspects of care that influenced experience. From the medical record, we extracted case characteristics, patient experience data (Net Promoter Survey<sup>®</sup>, NPS) and patient-reported outcome (PRO) data. We categorized cases as ‘promoters’ (i.e., highly likely to recommend rehabilitation) or ‘detractors’, then calculated NPS score (−100 [worst] to 100 [best]). We identified key themes from NPS free-text comments using inductive content analysis, then used Pearson [<i>r</i>] or Spearman [<i>ρ</i>] correlation to explore relationships between NPS, characteristics, and PRO improvement. Results: Patients (n = 383) were 60.51 ± 12.02 years old, predominantly women with breast cancer (69.2%), and attended 14.23 ± 12.37 visits. Most were ‘promoters’ (92%); NPS score was 91.4. Patients described two experiences (themes) that influenced their likelihood to recommend rehabilitation: (1) feeling comfortable with the process and (2) observable improvement in health/functioning, and described attributes of clinic staff, environment and clinical care that influenced themes. Likelihood to recommend rehabilitation was associated with achieving the minimal clinical important difference on a PRO (<i>ρ</i> = 0.21, <i>p</i> < 0.001) and cancer type (<i>ρ</i> = 0.10, <i>p</i> < 0.001). Conclusion: Patients who received specialized cancer PT/OT were highly likely to recommend rehabilitation. Feeling comfortable with the rehabilitation process and making observable improvements in health and/or functioning influenced likelihood to recommend. Rehabilitation providers should leverage the findings of this study optimize access to and quality of cancer rehab services. |
| first_indexed | 2024-03-11T09:44:14Z |
| format | Article |
| id | doaj.art-b8cd65482a2e4b2f81545237b7fcc724 |
| institution | Directory Open Access Journal |
| issn | 2227-9032 |
| language | English |
| last_indexed | 2024-03-11T09:44:14Z |
| publishDate | 2023-01-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Healthcare |
| spelling | doaj.art-b8cd65482a2e4b2f81545237b7fcc7242023-11-16T16:44:02ZengMDPI AGHealthcare2227-90322023-01-0111334810.3390/healthcare11030348Understanding Patient Experience with Outpatient Cancer Rehabilitation CareKelley C. Wood0Jessica J. Bertram1Tiffany D. Kendig2Mackenzi Pergolotti3ReVital Cancer Rehabilitation, Select Medical, Mechanicsburg, PA 17050, USAOutpatient Division, Baylor Scott and White Institute for Rehabilitation, Dallas, TX 76132, USAReVital Cancer Rehabilitation, Select Medical, Mechanicsburg, PA 17050, USAReVital Cancer Rehabilitation, Select Medical, Mechanicsburg, PA 17050, USABackground: Understanding patient experience is key to optimize access and quality of outpatient cancer rehabilitation (physical or occupational therapy, PT/OT) services. Methods: We performed a retrospective mixed-method analysis of rehabilitation medical record data to better understand patient experience and aspects of care that influenced experience. From the medical record, we extracted case characteristics, patient experience data (Net Promoter Survey<sup>®</sup>, NPS) and patient-reported outcome (PRO) data. We categorized cases as ‘promoters’ (i.e., highly likely to recommend rehabilitation) or ‘detractors’, then calculated NPS score (−100 [worst] to 100 [best]). We identified key themes from NPS free-text comments using inductive content analysis, then used Pearson [<i>r</i>] or Spearman [<i>ρ</i>] correlation to explore relationships between NPS, characteristics, and PRO improvement. Results: Patients (n = 383) were 60.51 ± 12.02 years old, predominantly women with breast cancer (69.2%), and attended 14.23 ± 12.37 visits. Most were ‘promoters’ (92%); NPS score was 91.4. Patients described two experiences (themes) that influenced their likelihood to recommend rehabilitation: (1) feeling comfortable with the process and (2) observable improvement in health/functioning, and described attributes of clinic staff, environment and clinical care that influenced themes. Likelihood to recommend rehabilitation was associated with achieving the minimal clinical important difference on a PRO (<i>ρ</i> = 0.21, <i>p</i> < 0.001) and cancer type (<i>ρ</i> = 0.10, <i>p</i> < 0.001). Conclusion: Patients who received specialized cancer PT/OT were highly likely to recommend rehabilitation. Feeling comfortable with the rehabilitation process and making observable improvements in health and/or functioning influenced likelihood to recommend. Rehabilitation providers should leverage the findings of this study optimize access to and quality of cancer rehab services.https://www.mdpi.com/2227-9032/11/3/348patient acceptance of healthcarepatient satisfactionrehabilitationquality of healthcarecancer survivors |
| spellingShingle | Kelley C. Wood Jessica J. Bertram Tiffany D. Kendig Mackenzi Pergolotti Understanding Patient Experience with Outpatient Cancer Rehabilitation Care Healthcare patient acceptance of healthcare patient satisfaction rehabilitation quality of healthcare cancer survivors |
| title | Understanding Patient Experience with Outpatient Cancer Rehabilitation Care |
| title_full | Understanding Patient Experience with Outpatient Cancer Rehabilitation Care |
| title_fullStr | Understanding Patient Experience with Outpatient Cancer Rehabilitation Care |
| title_full_unstemmed | Understanding Patient Experience with Outpatient Cancer Rehabilitation Care |
| title_short | Understanding Patient Experience with Outpatient Cancer Rehabilitation Care |
| title_sort | understanding patient experience with outpatient cancer rehabilitation care |
| topic | patient acceptance of healthcare patient satisfaction rehabilitation quality of healthcare cancer survivors |
| url | https://www.mdpi.com/2227-9032/11/3/348 |
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