C A S E S T UDY
Cancer Center launches grant program
to aid patient care decisions
THE SITUATION
A major cancer center wanted to help
patients make important decisions about
their care to ensure the best possible
outcomes. The clinic had an opportunity to
implement a grant-funded program to offer
patients videos and literature about breast
cancer treatment options. By being better
informed, the clinic hoped that patients
would feel more comfortable and ultimately
be more successful with their chosen course
of treatment. The clinic needed to satisfy
grant requirements and educate clinic staff
to make the program successful.
THE CHALLENGE
More than 100 clinic staff needed to
be informed of the video and collateral
resources they could offer during 11,000
patient visits per year. The grant required
that the patient collateral explain the
program and resources, provide a staff
training and communications plan, and
track success. With day-to-day patient care
as their primary focus, the clinic needed
additional resources to implement the
educational program, communicate across
workgroups, convey the value of the program,
and lead a successful implementation in
accordance with grant requirements.
THE SOLUTION
M Squared Consulting developed a team
approach led by an expert in clinical
process improvement and process
engineering. The consultant brought
healthcare expertise to map patient flow
through the clinic and documented each
point of patient interaction. M Squared set
up a plan to inform staff about the library
resources so they could recommend the
appropriate information for a patient’s
specific cancer stage and treatment options.
M Squared developed a communications
and training plan that included screening
videos with staff and providing transcripts
for those who could not attend screenings.
M Squared also developed a process for
tracking library resources, conducting
patient surveys and reporting on results
as part of an end-to-end solution.
THE RESULTS
M Squared Consulting ensured that
clinic staff could help patients access
appropriate resources to understand
treatment options. Each clinic staff
member that supported patient care
was provided with details of library
content so that they were equipped
to offer patients appropriate information
for their medical condition. After
successful program implementation,
the clinic was able to meet grant
requirements and report positive results
to the grant-making foundation. In a
post-launch survey, 78% of patients who
responded screened the videos, and 91%
reported reading the collateral before
making treatment decisions.
CLIENT/BUSINESS SECTOR
• Large cancer center
• Grant implementation
• Patient care decision-making
THE BUSINESS ISSUE
• Help patients make informed
decisions and be comfortable
with their treatment choices
• Implementation of grant-funded
program
• Train clinical staff to administer
program
• Create process for tracking
informational videos and collateral
• Capture patient feedback to
measure success
M SQUARED CONSULTING
DELIVERED
• Clinical expertise to understand
the environment and quickly
develop an implementation plan
• Ability to forge relationships with
clinic staff and stakeholders
• Detailed process mapping
• Communications and training
expertise to enable staff of 100
• Complete oversight of project
including library setup, tracking
and metrics
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