Patient experience in a radiation therapy department pre- and during the COVID-19 pandemic.

Purpose: Longitudinal collection of patient experience data promotes continual high-quality care and guides quality improvement (QI) work. The purpose of this study was to investigate patient experience in the radiation department during COVID-19 and compare results to previous data collected in 2019.

Methods: Patient experience data was collected using the Your Voice Matters (YVM) survey. Recruitment occurred between April and June 2022. Consecutive patients were approached to complete the YVM regarding their consultation or radiation treatment appointment. The proportion of patients with positive experience scores was calculated for 2022 results. Unadjusted results were compared between 2019 and 2022. The adjusted analysis included logistic regression modelling to evaluate factors associated with an overall positive experience. Content analysis was completed for current qualitative data.

Results: Overall, 400 patients completed the YVM regarding their consultation or radiation treatment. The most favorable experiences included polite reception staff and feeling respected and listened to. Compared to 2019, there was no significant difference in overall experience scores. Results showed improvements in wait times for consultations (p < 0.01) and treatments (p < 0.01). Despite improvements, wait times and contacting the clinic remain areas with the lowest scores. In 2022, patients with breast cancer had greater odds of a positive experience compared to lung.

Conclusions: Patients at our institution continued to have positive experiences over time, despite the pandemic. Improvements were most evident with wait times. Other items including contacting the clinic remain areas for improvement. These results guided various QI work in our department to improve communication, clinic flow, and other aspects of patient experience.