Designing Excellence in Cancer Care

Zachary Szukala; Jonathan Bullock, MBA; Jeff Convissar, MD; Aubrey Kraft, MS; Michele Lagana, MPA; Michele Le, MPH; Karen Libby, MBA, MHA; Varnee Murugan, MPH; Tiago Pinto, MBA; Violeta Rabrenovich, MHA

Abstracts from the Kaiser Permanente 2020 National Quality Conference

From Colorado, Georgia, Hawaii, Mid-Atlantic States, Northern California, Northwest, Southern California, Washington, Program Offices

Background: We see patients during the course of their lifetimes, not just when they receive a cancer diagnosis. This presents a unique opportunity to bring more healthy life years to our members, and to comfort and give confidence to them and their families. Kaiser Permanente (KP) is creating a coordinated, enterprisewide strategy for becoming a global leader in cancer care. National strategies can benefit from collaborating with members and clinicians to test initial direction and integrate a human-centered design approach.
Methods: Building on foundational research and stakeholder insights from the Interregional Oncology Chiefs, Research and KP leaders, our team drafted working strategy elements: Point of view, mission, vision, measures, prioritization criteria, and emerging focus areas. We then employed KP’s human-centered design methods: co-creation workshops with Patient Advisory Councils and oncology leaders, solution iteration, storytelling, documentary film, video ethnography, and insights development through feedback synthesis. We are currently incorporating feedback and bold ideas from our members, clinicians, and leadership to refine the strategy.
Results: The final strategy will be iterated on the basis of member and clinician insights, and their suggested edits and experience stories. We engaged with more than 60 members and 30 clinicians for this stage of work. We found that human-centered design is leading to a more compelling foundation for the strategy. Preliminary findings include: Cocreation as a key business differentiator for KP; a desire for customized, rather than standardized or optimized, treatment and coordination of care; a desire for the most advanced screening approaches; and the importance of compassionate care to overall strategy. Implementation of the final strategy will integrate a broad range of regional and national perspectives in order to improve on measures such as population level morbidity, mortality, and care experience satisfaction.
Discussion: Refining and continuing the work with a human-centered design approach sets KP up for success in bold, enterprisewide strategies. We see this approach consistently leading to broader alignment, easier integration of solutions, and long-term reputational benefits with members. Our next steps are to incorporate member and clinician feedback into the strategy, establish the infrastructure and regional alignment to deliver excellent cancer care to our members and families, and continue to be human-centered across all our work.



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