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Current Oncology
Volume 31
Issue 5
10.3390/curroncol31050186
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Article

Evaluation of Unsolicited Feedback from Patients with Cancer and Their Families as a Strategy to Improve Cancer Care Delivery

by
Parvaneh Fallah
1,
Lucas Clemons
2,
Michelle Bradbury
1,
Lisa Vandermeer
2,
Mark Clemons
1,2,
Julie Renaud
3 and
Marie-France Savard
1,2,*
1
Division of Medical Oncology and Department of Medicine, Ottawa Hospital Cancer Centre and University of Ottawa, Ottawa, ON K1N 6N5, Canada
2
Ottawa Hospital Research Institute, Ottawa, ON K1Y 4E9, Canada
3
Ottawa Hospital Cancer Centre, Ottawa, ON K1H 8L6, Canada
*
Author to whom correspondence should be addressed.
Curr. Oncol. 2024, 31(5), 2488-2496; https://doi.org/10.3390/curroncol31050186
Submission received: 1 April 2024 / Revised: 20 April 2024 / Accepted: 22 April 2024 / Published: 28 April 2024
(This article belongs to the Special Issue The 30th Anniversary of Current Oncology: Perspectives in Clinical Oncology Practice)
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Abstract

Background: Unsolicited patient feedback (compliments and complaints) should allow the healthcare system to address and improve individual and overall patient, family, and staff experiences. We evaluated feedback at a tertiary cancer centre to identify potential areas for optimizing care delivery. Methods: unsolicited feedback submitted to the Patient Relations Department, relating to the Divisions of Medical and Radiation Oncology, at the Ottawa Hospital, was analyzed. Results: Of 580 individual reports submitted from 2016 to 2022, patient demographics were available for 97% (563/580). Median patient age was 65 years (range 17–101), and 53% (301/563) were female. The most common cancer types were breast (127/545, 23%) and gastrointestinal (119/545, 22%) malignancies, and most (64%, 311/486) patients had metastatic disease. Feedback was submitted mainly by patients (291/579, 50%), and predominantly negative (489/569, 86%). The main reasons for complaints included: communication (29%, 162/566) and attitude/conduct of care (28%, 159/566). While feedback rates were initially stable, an increase occurred from 2019 to 2021. Conclusions: Unsolicited feedback remains mostly negative, and relates to physician communication. If we are to drive meaningful changes in care delivery, more standardized means of assessing feedback and implementation strategies are needed. In addition, in an era of increased healthcare provider burnout, strategies to enhance formal positive feedback are also warranted.
Keywords: unsolicited feedback; cancer care delivery; patient experience; complaints; compliments unsolicited feedback; cancer care delivery; patient experience; complaints; compliments

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MDPI and ACS Style

Fallah, P.; Clemons, L.; Bradbury, M.; Vandermeer, L.; Clemons, M.; Renaud, J.; Savard, M.-F. Evaluation of Unsolicited Feedback from Patients with Cancer and Their Families as a Strategy to Improve Cancer Care Delivery. Curr. Oncol. 2024, 31, 2488-2496. https://doi.org/10.3390/curroncol31050186

AMA Style

Fallah P, Clemons L, Bradbury M, Vandermeer L, Clemons M, Renaud J, Savard M-F. Evaluation of Unsolicited Feedback from Patients with Cancer and Their Families as a Strategy to Improve Cancer Care Delivery. Current Oncology. 2024; 31(5):2488-2496. https://doi.org/10.3390/curroncol31050186

Chicago/Turabian Style

Fallah, Parvaneh, Lucas Clemons, Michelle Bradbury, Lisa Vandermeer, Mark Clemons, Julie Renaud, and Marie-France Savard. 2024. "Evaluation of Unsolicited Feedback from Patients with Cancer and Their Families as a Strategy to Improve Cancer Care Delivery" Current Oncology 31, no. 5: 2488-2496. https://doi.org/10.3390/curroncol31050186

APA Style

Fallah, P., Clemons, L., Bradbury, M., Vandermeer, L., Clemons, M., Renaud, J., & Savard, M.-F. (2024). Evaluation of Unsolicited Feedback from Patients with Cancer and Their Families as a Strategy to Improve Cancer Care Delivery. Current Oncology, 31(5), 2488-2496. https://doi.org/10.3390/curroncol31050186

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