| Need for a trusting relationshipwith healthcare provider | “I was not really thinking about prostatecancer screening. My relatives had prostatecancer. I am going forward with it. After talkingto my doctor, he encouraged it, and I wentto the doctor.” |
Jones et al., 2009a
| Encourage patients to return for follow-upappointments. Actively listen to the concernsvoiced by patients and family members, andremain available to support patients and providehealthcare information. |
| Difficulty articulating financialneeds | “No, Humana. So now I’m using Humana,but … they take Medicare. I don’t knowexactly how to explain it. I don’t feel like I’mgetting [any] benefit out of it.” |
Wenzel, Jones, Klimmek, Krumm, et al., 2012
| Schedule new patients with extra time tofamiliarize them with the process of contactingMCOs, or designate office personnel toassist with new patients. Consider developinga questionnaire that asks what challengespatients have experienced and trackthese forms in a database that can also beused to document the invaluable role of theAPRN. Provide office personnel with a “cheatsheet” based on common challenges thatpatients identified in their interactions withMCOs. |
| Difficulty understanding thelanguage used in written correspondencewith MCOs | “No, because I don’t know who to talk to.That’s what I’m trying to find out now, soI can talk to someone that would help me,you know.” |
Klimmek et al., 2010
| Encourage patients to bring in letters fromMCOs during scheduled office visits so theycan receive assistance with understandingcomplex information and difficult terminology.Consider asking a nurse leader to designatecertain hours one day a week to providepatients with additional information or clarificationof difficult written information. |
| Difficulty obtaining authorizationfrom MCOs for diagnostics,specialists, referrals, and non-formulary medication, and alack of transparency in theauthorization process | “I put in for the VA, but I was denied….They said I didn’t qualify financially, and, theother thing, I didn’t have any service to connectthe disabilities.” |
Klimmek et al., 2010
| Discuss and offer alternative diagnostics ortreatments, explaining cost, benefits, andrisks to patients. Include costs covered byinsurance and costs for which the patientwould be responsible. Rather than routinelyoffering the latest or usual form of care,spend time with patients and family membersto determine personal preferences andneeds, including homeopathic treatments. |
| Higher co-payments for cancerproviders and medications totreat cancer or the side effectsof treatment | “The first time I went through all of thisexperience of cancer, we had insurance thatwas $15 co-pay and they [took] care of therest, and when I retired, it was a differentstory. It was a different story.” |
Klimmek et al., 2010
| Become familiar with and educate all officeand medical personnel about the AmericanCancer Society’s costs of cancer care document.Provide patients with information onthe topic of expected side effects of cancertreatments and nonpharmacologic interventionswhile patients are waiting to be seen,giving them a chance to read the materialand ask questions. Collaborate with specialiststo develop a plan of care in which theAPRN can prescribe and order certain treatmentsto alleviate costs. |
| Unexplained fees related tocancer treatment and frustrationwith billing errors | “I was doing really well before I turned 65.When I turned 65 … they dropped the ballon everything: ‘You got to pay for this, yougot to pay for that.’ My medicine went up.” |
Klimmek et al., 2010
| Provide all patients with a referral to the accountmanager and billing office specialist.Refer them to appropriate legal websites. |
| Psychosocial problems associatedwith cancer diagnosis | “[There] used to be a time I had to go to thebathroom so many times a night … aboutfour or five times a night, sometimes morethan that.” [man with prostate cancer]“All I wanted to do was lay down, lay down,lay down. Forget about the food—just laydown. It went on for a long time.” [womanwith breast cancer] |
Jones et al., 2009a
| Provide appropriate counselor and group referrals.Consider creating a holistic treatmentplan that is individually tailored to meet theneeds of each patient. Include a communitysupport person in the planning. |
| Geographic location | “The only problem … was transportation.See, Medicare wouldn’t pay for my transportation.Because, see, I was under Medicare,not Medicaid. Medicare won’t pay for transportation.” |
Jones et al., 2011
| Determine the geographic location in whichthe patient resides. Discuss the availability oftransportation services, clinics, pharmacies,and CHWs to alleviate the burden of gettingto appointments and picking up medications. |
| Need for greater health andcancer-specific education | “We really don’t get told the truth, exactlywhat’s what…. I think it’s … just one ofthe things that we don’t get a real true [diagnosis]and be told the truth in all cases.”“Maybe even though there are options,and, of course, you, as the patient, have theultimate decision-making ability, but peoplemay steer you in certain directions.” |
Jones et al., 2009a
| Mentor clinical nurses in the workplace aseducational group leaders. Offer a varietyof seminars on topics such as nutrition,identifying secondary illnesses not related tothe primary cancer, and secondary cancersassociated with specific cancers (includingprevention, along with signs and symptoms).Implement a model that includes the communitysupport person for the patient in theeducation. |
| Need for spiritual support | “The church, they brought me money; theybrought all types of goodies; they never letyou know that they’re not there.” |
Jones et al., 2009a
| Offer spiritual services to outpatients whenthey present for office visits or by appointment,as opposed to only during inpatienttreatment. Consider designating a room as aspiritual or meditation area for patients andcommunity support people. |
| Lack of available support | “I have two sister-in-laws that came rightregular, and my nieces, they came andcleaned the house for me; that was reallybeautiful. They did a lot for me.” |
Jones et al., 2011
| Embrace a model of collaboration that includesspecialists, social workers, financialpersonnel, family members, community supportpeople, and CHWs. |
| Assistance identifying and articulatingfinancial needs | “I know this man used to live not too farfrom me. These people would come and cleanhis house and make him make sure he tooka bath; they were all men. They would comeup—a group of men would come out to hishouse, clean his house, and straighten it up,and, you know, keep his kitchen straight, andcook him a meal, and make sure he [took]a bath, but I don’t know whether they werecalled that or not. A group of people used tocome to his house.” |
Klimmek et al., 2010
| Encourage the CHW or community supportperson to attend office visits, procedures, ortreatments with the patient and to preparenotes or questions prior to the appointment. |
| Need for a social support personin the community to assist withbasic needs | “The technicians, when I went down thereand the music is playing in there and everything,and they said, ‘Do you like the musicplaying?’ I said, ‘Not really.’ They said, ‘Well,you can bring some of your own.’ I broughtsome CDs in there, and they started playingthem, and they liked them.” |
Jones et al., 2011
| Assess the patient’s support system prior todischarge or during initial visit. |
| Need to address economic disadvantages | “My children [were] there for me becausethey had to buy them high-priced pills. Ididn’t have no money to get them with. Ididn’t know how I was going to make it,but they were there, and they’d bring moneyfrom here and there or whatever, trying tohelp me. They’re still trying to help me withthat bill.” |
Jones et al., 2011
| Provide patients with a list of Internet sitesand phone numbers related to legal or financialinformation. Consider having a computerthat can be used by patients. Providepatients with time slots to use the computerto increase independence and to accessresources that address specific concerns. Networkwith social workers and agencies thatoffer financial support to patients in need. |
| Internal and community resourcesrecognized as a sourceof strength | “I think the first important person to me wasmy wife because we sat down and discussedit. And equally important was the doctor.Dr. — was very, very encouraging from dayone [because of] his explanation about thetreatment.” |
Jones et al., 2011
| Familiarize yourself and the treatment teamwith available CHW resources and otherresources available to the patient at homeor in the community, and make contact withthe agency or relevant person prior to thepatient’s departure. |