Macquarie University
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Examining the patient experience in a paediatric oncology outpatient clinic

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posted on 2022-03-29, 02:24 authored by Kalissa Jeanette Brooke-Cowden
Evidence regarding patient experiences within the paediatric oncology outpatient context is limited. This study examined the patient/carer experience focussing on patient wait times, patient-clinician interactions and progression through outpatient visits. A mixed-methods design using a time and motion study and semi-structured interviews was employed. Quantitative data collection from 20 patients/family units generated timing evidence of the outpatient visit, while qualitative data obtained from 24 interviews of patients and carers provided vital information from the patient/carer perspective. The results showed that, during an outpatient visit of over 4 hours' duration, patients spend almost 3.5 hours of 'waiting' (including over one hour of waiting before a doctor consultation, and over 2 hours receiving treatment), and participate in an average doctor-patient consultation of approximately 12 minutes. Key factors influencing the outpatient experience included the unpredictable duration of wait intervals, patient-clinician relationships, communication and provision of information, lack of autonomy and oncology-derived complexities. Patients and carers most valued ongoing relationships with their care providers, and the quality of service provided by the clinic. Obtaining patient-centric evidence of a health service is essential in monitoring service quality, understanding service impacts and for future service improvements. Investigation of the patient perspective provides a more comprehensive understanding of the service and ensures that the patient voice is considered -- abstract.


Table of Contents

1. Introduction -- 2. Literature review -- 3. Methods -- 4. Results -- 5. Discussion -- 6. Conclusion -- References -- Appendices.


Theoretical thesis. Bibliography: pages 91-96

Awarding Institution

Macquarie University

Degree Type

Thesis masters research


Master of Public Health, Macquarie University, Faculty of Medicine, Health and Human Sciences, Department of Health Systems and Populations

Department, Centre or School

Department of Health Systems and Populations

Year of Award


Principal Supervisor

Mirela Prgomet

Additional Supervisor 1

Melissa Baysari

Additional Supervisor 2

Josephine Chau


Copyright Kalissa Jeanette Brooke-Cowden 2019.




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