Recent policy changes have prioritized patient experience within healthcare. Gone are the days when a good bedside manner was an optional extra. Add in online reviews for medical practices, and physicians fall under pressure to deliver and enhance patient experience.
We surveyed 62 clinicians who perform colposcopy as part of their clinical practice to understand their impressions of patient experience. Our goal aimed to assess the extent to which patient experience and understanding played a factor for the physician when performing the colposcopy procedure.
We started by juxtaposing the main concerns of physicians with those of patients. Clearly, both were most significantly concerned about the final outcome of the test and the potential presence of cancer or precancerous lesions. Putting aside this obvious concern, we asked what physicians understood as their patients’ next most pressing concern.
78.1% of respondents assumed that patients considered pain or discomfort as their primary concern after the final result of the test. 20.3% assumed that patient understanding concerned patients the most. Interestingly, none of the respondents reported their patients as placing primary value on receiving the latest in medical care or the length of time the procedure would take.
We asked physicians to share their biggest concern during a colposcopy procedure besides correctly performing the procedure according to best practice guidelines.
Notably, physicians placed equal emphasis on patient understanding and patient comfort with 28.1% responding in either category. A disconnect exists between patient and physician priorities. Although physicians perceived comfort as the overriding concern for patients, physicians themselves did not consider this as their primary concern.
10.9% of physicians reported the burden of accurate record keeping as their most pressing concern.
It was interesting to note how physicians measured their patients' knowledge of colposcopy.
59.4% of physicians surveyed found that their patients were well informed about the need for colposcopy and what takes place during the procedure. An interesting outcome when only 28.1% of physicians put their main emphasis on patient understanding. This would suggest that, for some physicians, a lack of patient understanding might not be a cause for concern.
We asked physicians what resources they recommended for patient education.
Most provided printed materials (39.1%). 21.9% felt that they could respond to all patients’ questions during their consultation time. Another 23.4% recommended medical institution websites such as the ASCCP, ACOG or NCI. The remainder referred patients to patient association websites or to other online materials.
Interestingly, attending the clinic alone also contributed to patient distress. While only two of the patient experience summaries we analyzed mentioned bringing someone with them to the procedure, there is significant evidence demonstrates the benefits of peer support in medical issues. The online comradery seen among the respondents on the Reddit thread indicated that sharing the experience was cathartic for participants. Studies into the benefits of online support groups have shown that membership in online support groups can not only improve patient empowerment, patients also reported an improved relationship with their healthcare providers as a result.
A fraction of the size of a traditional colposcope, the EVA System is much less intimidating. This reassures patients of the relative simplicity of the colposcopy procedure and they should not feel afraid.
The digital interface allows clinicians to take the EVA system out of the stand and show patients their cervix. Because it can sync with a video screen, the EVA allows you to show your patients the procedure as it’s happening.
More than just an automated appointment reminder service, FPA Women’s Health’s program enables patients to text their clinic and receive direct input on the treatment.
A third party HIPAA compliant system maintains patient data security . To add to patient safety, their staff explain the implications of discussing medical matters via texting. “Patients are asked for consent, also over text, before our staff starts communicating with them.”
The text messaging program has succeeded on many counts. “Our staff and our patients all love it. It’s so much easier for them to use,” Dr. Rachel explains. Besides user buy-in, the program has helped improve appointment show rates and reduce loss to follow up.
Patient feedback and continued engagement plays a key factor in the FPA Women’s Health strategy. They created an exit questionnaire that helps them track patient satisfaction as well as show commitment to patients. Over time, this questionnaire has adapted to fit the needs of patients.
“We have an interest in in-depth data,” Dr. Rachel explained. “Our patients have an interest in reducing the time it takes the engage.” Initially, the survey consisted of a number of questions covering the colposcopy experience, but it had a low response rate. “Instead, we switched to a one question survey to be sent over text message. Now we ask patients to rate from 1 to 5 how good their experience was. We have increased our response rate from 1% to 16%.”