Poster Presentation Clinical Oncology Society of Australia Annual Scientific Meeting 2023

Understanding systems: Mapping Oncology Patient’s journey at an Australian Academic Clinical Trials Unit (CTU) using the Functional Resonance Analysis Method (FRAM) (#373)

Cheng Ming Li 1 , Elizabeth Austin 2 , Brette Blakely 2 , Ann Carrigan 2 , Karen Hutchinson 2 , Jessica L Smith 3 , Robyn Clay Williams 2
  1. Faculty of Medicine, Health and Human Services, Macquarie University, Macquarie Park, NSW, Australia
  2. Centre for Healthcare Resilience and Implementation Science, Australian institute of health innovation, Sydney, NSW, Australia
  3. School of Medicine, University of Western University, Sydney, NSW, Australia

The oncology patient’s journey in a clinical trials unit: the experienced and hidden activities

 

Aims

To understand the oncology patient’s journey in the clinical trials unit (CTU) and analyse experience enhancers and barriers.

 

Method

Ethnographic field study utilising qualitative methods including patient shadowing, observations and semi-structured interviews to obtain primary data. Functional resonance analysis method (FRAM) was then used to create journey maps.

 

Results

10 patients and 7 staff consented and were recruited for the research. Two maps were built using FRAM visualiser pro software, the base model and the comprehensive model. The base model illustrated 21 tasks directly experienced by patients. The comprehensive model had an additional of 18 tasks (n=39) identified that mainly related to the background task performed by staff that were essential for a smooth and efficient patient experience but not necessarily known to patients. By analysing the two models, the central role of the doctor and clinical trials coordinators were identified. Additionally, coherent transition of tasks and creativity in processes were factors that enhanced smooth and positive patient journeys within the clinic.

 

Conclusion

The patient journey in CTUs involved many tasks and interactions with different clinic staff of the clinic. This research has provided evidence on the complexity of the journey and revealed areas that can enhance or negatively impact the experience. Important enhancers include improved staff communication, collaboration and creativity; whilst main barriers identified include limitations in physical space and potential breakdowns in communication.