Right Information at the Right Time: A process review of new patient materials

Background: Countless patients report feeling overwhelmed with the amount of information they receive after a cancer diagnosis. Before a patient’s first appointment, they have electronic information to review. At their first appointment, they have access to printed materials. Our aim was to identify opportunities to reduce information overload for newly diagnosed patients.

Program background: An assessment of new patient materials was completed in 2016. Upon review, there was no standardization or centralization of materials which made it difficult to keep track of what was given to patients. Patients also received the same content in various materials many times throughout their appointments.

Evaluation Methods and Results: After identifying the materials new patients received, the content was reviewed for what was actually needed at the initial visit. A spreadsheet with the continuum of care was used to map when additional materials would be most useful to patients after their first visit.

MD Anderson’s Patient and Family Advisor Program (PFAP)’s’ personal experiences and stories guided us to a solution that would benefit patients and their caregivers.

To meet patient needs, the workgroup identified three components for successful change.

• Provide informational support. We need to deliver the right information at the right time through a coordination distribution of information.
• Seamless visual experience. We need to help patients navigate our information. A consistent visual or design was needed so patients would easily recognize content that was targeted to them.
• Better use of resources. If content was combined and distributed along the continuum of care when patients needed that information, we could reduce the number of materials distributed at the first visit and save money for the institution.

To cut through informational noise, all new patient materials now have a specific visual identity. Each cover or masthead incorporates turquoise to designate institutional materials for patients. Materials also offer insider tips from real patients and caregivers sharing advice they wish someone had shared with them.

In August 2018, registration employees began distributing the First Visit guide to new patients and their caregivers. The guide has information about their first appointment, who’s on the health care team and questions to ask. It also has patients’ rights and responsibilities, facts about clinical trials, caregiver information and tips on using MyChart, patients’ electronic health record.

Patients, caregivers and employees have shared positive feedback. Employees save time because they aren’t stuffing folders with numerous brochures patients aren’t reading.

Conclusions: Using adult learning principles and implementing communication strategies led to more patient-centric materials. Chunking the information and having a visual identity improved the patient experience.

Implications for research and/or practice: Scattered information creates clutter and confusion while the right information delivered at a manageable speed reduces anxiety. Having a more timely and targeted information for our patients and their families delivers a better first impression and overall experience.