Download The 2015 Cancer Experience Survey

2015 National Cancer Experience:
A Study of Patients and Caregivers
© 2015 Rising Tide
Methodology
The Cancer Experience is a national online survey of 1,060 cancer patients and 1,051 caregivers who
experienced cancer treatment at hospitals across the United States. This survey was fielded in the spring
of 2015. This survey includes >250 patients diagnosed at each stage of cancer (Stage I – IV) in the
previous three (3) years (prior to their participation in this survey).
The Cancer Experience survey is intended to benchmark the comprehensive experience of cancer
patients and caregivers. This survey aims to quantify the gaps between cancer patients’ expectations
for care compared to their actual experience.
Cancer Patients recruitment criteria:
Caregivers recruitment criteria:
•
35+ years of age
•
18+ years of age
•
Health insurance coverage: either commercial or noncommercial
•
Either full or majority caregiver for cancer patient
•
Caregiver for patients who met the following screening criteria:
•
Cancer diagnosis within previous three (3) years
•
•
Diagnosed with Stage I - IV cancer(s)
•
•
Active health insurance coverage: either commercialsponsored or government-sponsored
Diagnosed with Stage I – IV cancer(s)
Cancer diagnosis within previous three (3)
© 2015 Rising Tide
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Key Insights:
Cancer Treatment: Importance, Experience and Satisfaction
• Patient and caregiver experience – across care and comfort
management, logistics, and offerings – continues to decline
• The largest expectation gap (i.e., the gap between importance
and experience) is for ‘an individual to coordinate care’
• Overall satisfaction is improving but still declines in individual
parameters for treatment
• Genomic testing
• Survivorship programs
• Natural medicine offerings
© 2015 Rising Tide
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How satisfied are/were you with your overall cancer treatment experience?
80%
73%
(somewhat / completely)
vs. 16% dissatisfied
(somewhat / completely)
vs. 21% dissatisfied
Satisfied
Satisfied
80%
74%
75%
70%
Satisfaction
2013
2014
73%
68%
Satisfaction
2015
P5. / C5. How satisfied are/were you with your overall cancer treatment experience?
2013
2014
2015
© 2015 Rising Tide
What is driving patient and caregiver choices when
evaluating where to go for cancer care?
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Patients are increasingly results driven (n=1,060)
PATIENTS
Importance When Selecting a Treatment Facility
Expenses, Logistics, Experiences
Results Driven
96%
94%
Approach and Offerings
92%
80%
81%
78%
71%
62%
62%
61%
56%
46%
44%
23%
Has qualified
physicians
Reputation for In-network
Good
Advanced
provider
treatment treatments & cutting-edge
(insurance)
cancer
results for
technology
research
type of cancer
Low out-ofpocket
expenses
Close to
home
Previous
positive
experience
Integrated
approach
to cancer
care
Has a
‘quality of
life’
treatment
plan
Offers
advanced
genomic
testing
Holistic
approach to
cancer
treatment
Active
Teleclinical communications
trial(s)
technology
P1. How important were the following factors in your selection of the facility/hospital at which you are/were receiving treatment for your cancer? [TOP 2 BOX][EXTREMELY/VERY]
© 2015 Rising Tide
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Caregivers are placing more emphasis on prior experiences and
costs (n=1,051)
CAREGIVERS
Importance When Selecting a Treatment Facility
Results Driven
96%
95%
Approach and Offerings
Expenses, Logistics, Experiences
91%
81%
82%
83%
82%
82%
69%
63%
59%
54%
47%
29%
The facility /
GoodUses the most advancedHas a
Has the best
treatment & sophisticated reputation for doctor is in
qualified
results
for typetreatments and cutting-edge insurance
physicians
network
cancer
of cancer
technology
research
Had a good
experience
there
previously
Out-ofpocket
expenses
are low
The
facility is
close to
home
Has a
‘quality of
life’
treatment
plan
Offers an
integrated
approach
to cancer
care
Offers
advanced
genomic
testing
Takes a
holistic
approach to
cancer
treatment
Has
Uses
clinical
teletrials communications
available
technology
C1. How important were the following factors in your selection of the facility/hospital at which you are/were receiving treatment for your cancer? [TOP 2 BOX][EXTREMELY/VERY]
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Two out of five patients receive a second opinion (n=1,060)
PATIENTS
Getting a Second Opinion
By Stages
Did you get a second opinion?
I
Yes
59%
41%
No
Yes
II
By Age
IV
III
20% 40% 50% 56%
Who recommended you get a
second opinion?
My doctor
46%
Family member
18%
A friend
68% 56% 44% 33%
Where did you get a second
opinion?
Hospital / treatment
facility
83%
Doctor / Oncologist
/ Specialist
12%
12%
rd
A colleague
Yes
33%
No one / I decided myself
8% received a 3 opinion (driven
by Stage IV (15%))
35-44 45-60 61-64 65+
4%
P1a. Did you get a second opinion about your cancer diagnosis before selecting a facility / hospital?
P1b. Who recommended that you should get a second opinion? (n=437)
P1d. Where did you get a second opinion? (n=437)
Online provider
nd
of 2 opinions
4%
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Why did you seek a second opinion?
(n=437)
60%
Confirmed my first opinion
P1c. Why did you get a second opinion?
43%
Was looking for other
treatment possibilities
© 2015 Rising Tide
One out of 5 people switched healthcare providers due to lack of
confidence in care team or treatment plan
PATIENTS CAREGIVERS
Switching Healthcare Providers
Ever switch healthcare
providers?
What caused you to switch
healthcare providers?
24%
23%
Lack of confidence in current treatment plan
19%
Yes
23%
Lost confidence in treatment team
Better clinical care
19%
18%
Insurance coverage changed
16%
19%
Explore other options
11%
81%
11%
Disease was progressing
9%
Recommended by family/friends
Commercial about another center
1%
1%
More faith-based support
1%
1%
Q1. Have you / has your [INSERT PATIENT] ever switched healthcare providers (i.e. physicians, hospitals) during the course of cancer treatment?
Q2. What caused you / your [INSERT PATIENT] to switch healthcare providers (i.e. physicians, hospitals)?
22%
15%
7%
6%
Not provided with support and counseling
*20% switched in 2014
23%
13%
14%
Recommended by doctor
No
16%
15%
More state of the art/advanced treatment
31%
© 2015 Rising Tide 10
Cancer Treatment:
Importance, Experience & Satisfaction
© 2015 Rising Tide 11
The largest gap in patient expectations continues to be care
coordination (n=1,060)
PATIENTS
Patients Expectation Gap
(Importance - Experience Point Difference)
Care and Comfort Management
NOTE: corresponding # indicates the order of
importance (from #1 to #26)
32%
Individual to coordinate care
30%
#10
30%
Integrated care team #6
Involves patient and caregivers fully
#5
17%
15%
Care team willing to answer questions
16%
#2
16%
15%
11%
Comforting and stress-free environment
#7
9%
9%
7%
2013
1
2014
2
P3. Please rate how important each was to you when you decided where to seek treatment for your cancer. [TOP 2 BOX][EXTREMELY / VERY]
P4. Which of the following describes your actual experience at the facility / hospital at which you are receiving/received your cancer treatment?
2015
3
© 2015 Rising Tide 12
For caregivers, care coordination care is top priority (n=1,051)
CAREGIVERS
Caregivers Expectation Gap
(Importance - Experience Point Difference)
Care and Comfort Management
NOTE: corresponding # indicates the order of
importance (from #1 to #26)
37%
Individual to coordinate care
#11
37%
33%
Integrated care team #6
23%
Involves patient and caregivers fully
23%
25%
#3
27%
25%
21%
Care team willing to answer questions
#2
20%
16%
13%
Comforting and stress-free environment
23%
#7
2013
1
2014
2
2015
3
C3. Please rate how important each was to you when your patient decided where to seek treatment for their cancer. [TOP 2 BOX][EXTREMELY / VERY] (n=1,051)
C4. Which of the following describes your actual experience at the facility / hospital at which your patient is receiving/received your cancer treatment?
© 2015 Rising Tide 13
While expectation gaps have improved on other logistical factors,
receiving timely information is a growing issue (n=1,060)
PATIENTS
Patients Expectation Gap
(Importance - Experience Point Difference)
Logistics
NOTE: corresponding # indicates the order of
importance (from #1 to #26)
Getting timely information
#1
15%
#24
Provides help with transportation
13%
Helping with insurance and paperwork
10%
8%
7%
#4
Easy to schedule appointments
12%
#8
All components on the same campus
Get appointments quickly
#11
12%
#3
5%
5%
2%
2013
0%
1
2014
2
P3. Please rate how important each was to you when you decided where to seek treatment for your cancer.[EXTREMELY / VERY] (n=1,060)
P4. Which of the following describes your actual experience at the facility / hospital at which you are receiving/received your cancer treatment?
3%
2015
0%
3
© 2015 Rising Tide 14
Understanding Complex Health Terms
© 2015 Rising Tide
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Many patients remain unfamiliar with a good number of health terms
PATIENTS
Degree of Understanding of Health Terms
Heard of
but unclear
Understand
(Completely / Somewhat)
High Understanding
4%
6%
10%
14%
13%
Moderate Understanding
19%
19%
27%
24%
30%
16%
16%
Heard of but no idea /
Never heard of
Low Understanding
32%
34%
37%
44%
58%
23%
18%
23%
24%
23%
23%
21%
91%
21%
76%
72%
66%
37%
59%
Advanced Personalized Genetic
Oral
Holistic
stage cancer cancer
testing chemotherapy cancer
treatment
treatment
P2a. Please rate the following terms on your understanding of each.
28%
17%
55%
Precision
cancer
treatment
54%
Immunot
herapy
46%
Genomic
testing
45%
Integrative
cancer
treatment
43%
Complex
cancer
42%
35%
35%
Survivorship Complementa Molecular
programs
ry cancer
testing
treatment
25%
Telehealth
© 2015 Rising Tide 16
Caregivers are more familiar with terms but there remains a gap in
understanding
CAREGIVERS
Degree of Understanding of Health Terms
Heard of
but unclear
Understand
(Completely / Somewhat)
High Understanding
2%
4%
7%
7%
14%
15%
Moderate Understanding
14%
14%
13%
22%
21%
23%
Heard of but no idea /
Never heard of
Low Understanding
27%
26%
32%
36%
30%
22%
51%
20%
26%
24%
24%
25%
22%
24%
30%
94%
79%
78%
72%
18%
65%
Advanced Personalized Genetic
Oral
Holistic
stage cancer cancer
testing chemotherapy cancer
treatment
treatment
C2a. Please rate the following terms on your understanding of each.
58%
Precision
cancer
treatment
54%
Immunot
herapy
53%
Integrative
cancer
treatment
49%
Complex
cancer
49%
Genomic
testing
46%
40%
40%
Survivorship Complementa Molecular
programs
ry cancer
testing
treatment
31%
Telehealth
© 2015 Rising Tide 17