Examining the patient experience in a paediatric oncology outpatient clinic

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.