Abstract PO-039: Technology-mediated communication with patients is a challenge for oncologists in the digital and pandemic era… and the winner is WhatsApp!
Authors: Mariangela Torniai, Giulia Marcantognini, Ilaria Fiordoliva, Giulia Mentrasti, Veronica Agostinelli, Alessandra Pagliacci, Rossana Berardi, Michele Caporossi
Journal: Clinical Cancer Research (2020)

Abstract Introduction: Since December 2019, coronavirus disease 2019 (COVID-19) has spread to every country, taking on pandemic proportions in few months. Physicians were asked to redefine ordinary hospital organization, reprogramming clinically differentiable activities. Materials and Methods: During the COVID pandemic our Institution was supported by a call center (CC, named TOPS s.r.l.) to make a triage for cancer patients (pts) scheduled for follow-up in our outpatient clinics: C1 (dedicated to female tumors), C2 (for gastrointestinal, urogenital,and thoracic tumors) and D1 (for tumors in over 5 years’ follow-up). We report preliminary data referred to the period 7th April-24th May, 2020. The activity was divided into two phases (F): April (F1) and May (F2). In F2 pts were interviewed about their preferred visit modality. Physical examination was not postponed in case of clinical needs and first visits. Moreover, CC asked about programmed radiologic examinations and collected patients’ feedback about the service. Results: A total of 587 pts have been contacted: 341 during F1 and 246 in F2. 317/341 (93%) of the contacts in F1 were successful. A gender-stratified analysis showed a majority of patients were female (72.4%). The CC was able to get in touch with 42.8% C1 pts, 34.6% C2 pts, and 22.6% D1 pts. During F2 246 pts (96.5%) of 255 planned were efficiently contacted; female maintained the predominance (74.5%). 170 pts (69.1%) were scheduled in C1, 53 pts (21.5%) in C2, and 23 pts (9.4%) in D1. During F2, among the options provided 97 pts (39.4%) selected the phone call, 142 pts (57.7%) decided for video chat (whatsapp), and 2 (0.8%) for video conference with a dedicated platform (google.meet). Only 5 pts (2.1%) expressed their intention to come to the hospital for examination. In 69.1% of cases (170 pts) the programmed radiologic examinations were confirmed during the pandemic. According to some favorable reports, the service was helpful in preserving continuum of care and preventing cancer pts from being left aside in the emergency. Conclusions: This study show that cancer patients do appreciate technology-mediated follow-up visits, mainly including video chat (whatsapp), and therefore we should take this into consideration. Furthermore, a dedicated CC may be helpful to organize follow-up activities during COVID-19 and to strengthen the doctor-patient relationship in such a critical moment. Citation Format: Mariangela Torniai, Giulia Marcantognini, Ilaria Fiordoliva, Giulia Mentrasti, Veronica Agostinelli, Alessandra Pagliacci, Rossana Berardi, Michele Caporossi. Technology-mediated communication with patients is a challenge for oncologists in the digital and pandemic era… and the winner is WhatsApp! [abstract]. In: Proceedings of the AACR Virtual Meeting: COVID-19 and Cancer; 2020 Jul 20-22. Philadelphia (PA): AACR; Clin Cancer Res 2020;26(18_Suppl):Abstract nr PO-039.