Advance Approval of Outpatient Chemotherapy via Phone Call Optimizes Healthcare Delivery without Compromising Patient Satisfaction with Care

SIMPLE SUMMARY: Patient satisfaction is a key parameter of care quality. Among oncology patients undergoing chemotherapy (CT), the long waiting times associated with frequent and prolonged consultations have been shown to be a major source of dissatisfaction. The aim of this study was to determine whether advance approval of outpatient CT via phone call the day before CT can optimize healthcare delivery without compromising patient satisfaction with care. Our results showed that the satisfaction level with physicians regarding technical skills, interpersonal skills, and availability were not decreased in patients who did not receive a face-to-face consultation with an oncologist the day of CT. We also found that waiting times were reduced for patients who were treated according to the advance approval procedure. These findings suggest that advanced approval of outpatient CT via phone call is a feasible alternative that does not compromise patient satisfaction with care. ABSTRACT: Patient satisfaction is linked to the amount of time spent with the physician. At the same time, long waiting times in hospitals are a major source of patient dissatisfaction. The aim of this study was to determine whether advance approval of outpatient chemotherapy (CT) via phone call can optimize healthcare delivery without compromising patient satisfaction with care. Between 2013 and 2016, 343 patients with breast/gynecological cancer scheduled to undergo CT on day 8 and/or day 15 of the CT cycle were enrolled in a before–after study conducted in a French comprehensive cancer center. In the control group, 168 patients received a face-to-face consultation with an oncologist on the day of CT for approval of the upcoming CT session. In the intervention group, 175 patients received a phone call from a healthcare provider the day before CT, where assessment of toxicity from the previous CT session was recorded and submitted to an oncologist for approval of the upcoming CT session. At the end of the 6th CT cycle, patient satisfaction was evaluated using EORTC IN-PATSAT32. A total of 233 questionnaires were analyzed (response rate: 77.7%). Satisfaction with care was similar between the two groups. No differences in perceived health status were observed, but self-reported time in hospital was lower in the intervention group than in the control group (p = 0.007). Advance approval of outpatient CT via phone call is feasible and particularly relevant in the current context of immunotherapy development.