2015 National Cancer Experience:

Transcription

1 2015 National Cancer Experience: A Study of Patients and Caregivers

2 Methodology The Cancer Experience is a national online survey of 1,060 patients and 1,051 caregivers who experienced at hospitals across the United States. This survey was fielded in the spring of This survey includes >250 patients diagnosed at each stage of (Stage I IV) in the previous three (3) years (prior to their participation in this survey). The Cancer Experience survey is intended to benchmark the comprehensive experience of patients and caregivers. This survey aims to quantify the gaps between patients expectations for care compared to their actual experience. Cancer Patients recruitment criteria: 35+ years of age Health insurance coverage: either commercial or noncommercial Cancer diagnosis within previous three (3) years Diagnosed with Stage I - IV (s) Caregivers recruitment criteria: 18+ years of age Either full or majority caregiver for patient Caregiver for patients who met the following screening criteria: Active health insurance coverage: either commercialsponsored or government-sponsored Diagnosed with Stage I IV (s) Cancer diagnosis within previous three (3) 2

3 Key Insights: Cancer Treatment: Importance, Experience and Satisfaction Patient and caregiver experience across care and comfort management, logistics, and offerings continues to decline The largest expectation gap (i.e., the gap between importance and experience) is for an individual to coordinate care Overall satisfaction is improving but still declines in individual parameters for Genomic testing Survivorship programs Natural medicine offerings 3

4 How satisfied are/were you with your overall experience? 80% Satisfied (somewhat / completely) vs. 16% dissatisfied 73% Satisfied (somewhat / completely) vs. 21% dissatisfied 80% 74% 75% 70% 68% 73% Satisfaction Satisfaction P5. / C5. How satisfied are/were you with your overall experience?

5 What is driving patient and caregiver choices when evaluating where to go for care? 5

6 Patients are increasingly results driven (n=1,060) PATIENTS Importance When Selecting a Treatment Facility Results Driven Expenses, Logistics, Experiences Approach and Offerings 96% 94% 92% 80% 81% 78% 71% 62% 62% 61% 56% 46% 44% 23% Has qualified physicians Good results for type of Advanced s & technology Reputation for cutting-edge research In-network provider (insurance) Low out-ofpocket expenses Close to home Previous positive experience Integrated approach to care Has a quality of life plan Offers advanced genomic testing Holistic approach to Active clinical trial(s) Telecommunications technology P1. How important were the following factors in your selection of the facility/hospital at which you are/were receiving for your? [TOP 2 BOX][EXTREMELY/VERY] 6

7 Caregivers are placing more emphasis on prior experiences and costs (n=1,051) Importance When Selecting a Treatment Facility CAREGIVERS Results Driven Expenses, Logistics, Experiences Approach and Offerings 96% 95% 91% 81% 82% 82% 83% 82% 69% 63% 59% 54% 47% 29% Has the best qualified Good Uses the most advanced Has a & sophisticated reputation for physicians results for type s and cutting-edge of technology research The facility / doctor is in insurance network Had a good experience there previously Out-ofpocket expenses are low The facility is close to home Has a quality of life plan Offers an integrated approach to care Offers advanced genomic testing Takes a holistic approach to Has clinical trials available Uses telecommunications technology C1. How important were the following factors in your selection of the facility/hospital at which you are/were receiving for your? [TOP 2 BOX][EXTREMELY/VERY] 7

8 Two out of five patients receive a second opinion (n=1,060) PATIENTS Getting a Second Opinion Did you get a second opinion? By Stages By Age I II III IV Yes 20% 40% 50% 56% Yes 68% 56% 44% 33% 59% No 41% Yes Who recommended you get a second opinion? My doctor Family member 33% 46% Where did you get a second opinion? Hospital / facility 83% No one / I decided myself 18% Doctor / Oncologist / Specialist 12% 8% received a 3 rd opinion (driven by Stage IV (15%)) A friend A colleague 4% 12% Online provider of 2 nd opinions 4% P1a. Did you get a second opinion about your diagnosis before selecting a facility / hospital? P1b. Who recommended that you should get a second opinion? (n=437) P1d. Where did you get a second opinion? (n=437) 8

9 Why did you seek a second opinion? (n=437) 60% Confirmed my first opinion 43% Was looking for other possibilities P1c. Why did you get a second opinion?

10 One out of 5 people switched healthcare providers due to lack of confidence in care team or plan Ever switch healthcare providers? Switching Healthcare Providers What caused you to switch healthcare providers? PATIENTS CAREGIVERS Lack of confidence in current plan 24% 23% 19% Yes Lost confidence in team Better clinical care Insurance coverage changed 19% 18% 16% 19% 23% 31% 81% No Explore other options More state of the art/advanced Recommended by doctor Disease was progressing 16% 11% 15% 13% 14% 11% 23% 22% Recommended by family/friends 9% 15% Not provided with support and counseling 7% 6% *20% switched in 2014 Commercial about another center More faith-based support 1% 1% 1% 1% Q1. Have you / has your [INSERT PATIENT] ever switched healthcare providers (i.e. physicians, hospitals) during the course of? Q2. What caused you / your [INSERT PATIENT] to switch healthcare providers (i.e. physicians, hospitals)? 10

11 Cancer Treatment: Importance, Experience & Satisfaction 11

12 The largest gap in patient expectations continues to be care coordination (n=1,060) Patients Expectation Gap (Importance - Experience Point Difference) PATIENTS Care and Comfort Management NOTE: corresponding # indicates the order of importance (from #1 to #26) Individual to coordinate care #10 32% 30% 30% Integrated care team #6 Involves patient and caregivers fully Care team willing to answer questions #5 #2 17% 15% 16% 16% 15% 11% Comforting and stress-free environment #7 7% % 9% P3. Please rate how important each was to you when you decided where to seek for your. [TOP 2 BOX][EXTREMELY / VERY] P4. Which of the following describes your actual experience at the facility / hospital at which you are receiving/received your? 12

13 For caregivers, care coordination care is top priority (n=1,051) CAREGIVERS Care and Comfort Management NOTE: corresponding # indicates the order of importance (from #1 to #26) Caregivers Expectation Gap (Importance - Experience Point Difference) 37% 37% Individual to coordinate care #11 33% Integrated care team #6 Involves patient and caregivers fully #3 23% 25% 25% 27% 23% 23% 21% 20% Care team willing to answer questions Comforting and stress-free environment #2 #7 13% 16% C3. Please rate how important each was to you when your patient decided where to seek for their. [TOP 2 BOX][EXTREMELY / VERY] (n=1,051) C4. Which of the following describes your actual experience at the facility / hospital at which your patient is receiving/received your? 13

14 While expectation gaps have improved on other logistical factors, receiving timely information is a growing issue (n=1,060) Patients Expectation Gap (Importance - Experience Point Difference) PATIENTS Logistics NOTE: corresponding # indicates the order of importance (from #1 to #26) Getting timely information #1 Provides help with transportation Helping with insurance and paperwork All components on the same campus Get appointments quickly #4 #24 #8 #11 12% 7% 13% 8% 12% 15% 10% Easy to schedule appointments #3 2% % 5% 0% 0% 3% 2015 P3. Please rate how important each was to you when you decided where to seek for your.[extremely / VERY] (n=1,060) P4. Which of the following describes your actual experience at the facility / hospital at which you are receiving/received your? 14

15 Understanding Complex Health Terms 15

16 Many patients remain unfamiliar with a good number of health terms PATIENTS Degree of Understanding of Health Terms Understand (Completely / Somewhat) Heard of but unclear Heard of but no idea / Never heard of High Understanding Moderate Understanding Low Understanding 4% 6% 10% 13% 14% 16% 19% 19% 16% 23% 27% 24% 18% 23% 30% 32% 34% 37% 44% 37% 58% 91% 76% 72% 66% 59% 55% 54% 24% 23% 23% 21% 46% 45% 43% 42% 28% 21% 35% 35% 17% 25% Advanced Personalized stage Genetic testing Oral chemotherapy Holistic Precision Immunot herapy Genomic testing Integrative Complex Survivorship programs Complementa Molecular ry testing Telehealth P2a. Please rate the following terms on your understanding of each. 16

17 Caregivers are more familiar with terms but there remains a gap in understanding Degree of Understanding of Health Terms CAREGIVERS Understand (Completely / Somewhat) Heard of but unclear Heard of but no idea / Never heard of High Understanding Moderate Understanding Low Understanding 2% 4% 7% 7% 14% 15% 14% 13% 14% 22% 22% 21% 23% 27% 26% 32% 36% 30% 51% 94% 20% 26% 24% 24% 25% 22% 24% 30% 79% 78% 72% 65% 58% 54% 53% 49% 49% 46% 40% 40% 18% 31% Advanced Personalized stage Genetic testing Oral chemotherapy Holistic Precision Immunot herapy Integrative Complex Genomic testing Survivorship programs Complementa Molecular ry testing Telehealth C2a. Please rate the following terms on your understanding of each. 17