69 Background: In 2013, Dana-Farber Cancer Institute began an initiative to improve the new patient experience. Our goal was to remove barriers to access and, as much a possible, begin to care for individuals even before they step foot through our door. A key component of this initiative was for each patient to receive a phone call from an oncology nurse shortly after speaking to a new patient coordinator to schedule their first appointment. The purpose of the call was to answer questions about their diagnosis, the care they will receive and to begin the process of assessing their individual needs. Methods: The program was supported by over 40 full and part-time oncology nurses who devote a portion of their time each day to calling new patients prior to their first visit. In total nurses made over 10,000 phone calls per year. Through a survey given to patients after the intake process, we gathered feedback from over 1,200 patients, which overwhelmingly demonstrated a positive response to receiving a phone call from a nurse. We also investigated if receiving a phone call from a nurse prior to the first visit impacted the likelihood of retaining the patient for their treatment. Results: Comparing 9,000 new patients over one year, we found that patients who spoke to a nurse prior to their first appointment had a 13.5% higher relative retention rate compared to patients who did not speak to a nurse (see figure 1, absolute difference is 42.9% vs. 37.8%, odds ratio = 1.24, confidence interval 1.10-1.39, P < 0.0005). Controlling for confounding variables, a logistical regression with 15 variables was performed (e.g. time to first appointment, age,). Receiving a call from a nurse was one of the most predictive, statistically significant variables for patient retention. Conclusions: Given the positive qualitative response from patients and the quantitative impact on retention, we continue to build the program to ensure all patients receive a phone call from a nurse prior to their first visit. [Table: see text]
Removing Barriers to Access Starts with a Phone Call: Impact of Pre-Visit Coordination of Care in Efficiency of Therapy and Patient and Provider Satisfaction
