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HCP-Patient Relationships

The Cancer Insights Panel* highlighted HCP-patient relationships as a potential area of improvement during, and after, an experience of cancer. While the experience for many cancer patients is positive, the panel members suggested potential ways in which some relationships could be improved.1

Commenting on their own experiences and the experiences of people they know that have been affected by cancer, the key themes relating to HCP-patient relationships were:1

 

Compassion and empathy
Transparency and clarity 

Below are the panel members’ insights regarding HCP-patient relationships during an experience of cancer and their asks moving forward.

Meet Louisa, who was referred for tests for “peace of mind” before being diagnosed with breast cancer

Compassion and empathy

What the panel members said…1

What patients are asking for…1

Tab Number 3

  • “More compassion and empathy is required, this is seriously lacking in what is supposed to be cancer care.” – patient, metastatic breast cancer
  • “HCPs need to be mindful of being empathetic when delivering grave news.” – patient, multiple myeloma
  • “I have found there is complete lack of understanding of what each patient goes through on an emotional level.” – patient, colorectal cancer 
  • “Sometimes the doctor doesn’t speak to me but spends time looking at their screen and not looking at or discussing the information with me.” – patient
  • “It’s exhausting to have to keep repeating myself and explaining my limitations due to my visual impairment.” – patient
Compassion and empathy at the heart of communications 
  • Some panel members shared experiences where compassion and empathy were lacking because of something the HCP did or didn’t do – for example, not maintaining eye contact. Other examples resulted not necessarily from something the HCP did or didn’t do, but instead because of the healthcare set-up – for example, as a result of patients being passed between different doctors, with little or no explanation as to why.
  • These examples highlight very different ways in which compassion and empathy can appear to be neglected, and provide ways in which communication could be improved to ensure delivery of compassion and empathy.
To be seen as an individual – not ‘just another cancer patient’
  • Some panel members reported experiences where patients were left to feel like a ‘standard cancer process’ instead of an individual, while others shared examples where patients weren't considered during decision-making processes. 
  • Panel members noted the importance of simple body language – for example, eye contact – to contribute towards the delivery of compassion and empathy and strengthen HCP-patient relationships.  

Transparency and clarity

What the panel members said…1

  • “Some specialists did not reveal the true picture and kept us hanging. Healthcare professionals should be transparent when it comes to patient health.” – patient, bowel cancer
  • “I like that I have nurses to talk to after talking to the surgeon or consultant; it helps to talk it through in lay terms and process information.” – patient, metastatic breast cancer
  • “Clinical Nurse Specialist was a lovely person, but struggled to quickly get information over or provide clear answers.” – carer, bowel cancer
  • “Language can be ambiguous and open to interpretation – e.g. ’no evidence of disease’ can be difficult to unpick.” – patient, breast cancer
  • “Healthcare professionals drop in words like stage 4, palliative care, end of life (all scary terms) and no reassurance or clear explanation is given around these terms.” – carer, bowel cancer
Clear and consistent communications 
  • While it might seem obvious to many, the panel members identified clear and consistent communication as an essential element of cancer care. This is of particular importance given the volume and impact of information that comes with a diagnosis of cancer.
Transparency where transparency is due 
  • Lack of transparency was identified as a pain point during the cancer care pathway – with examples noted at all stages, from pre-diagnosis through to post-treatment. 
  • This pain point highlights the importance of understanding patients’ needs and desires upfront, and tailoring their experience – including communications – to meet these. 
Consideration of health literacy level
  • Some panel members reported experiences where health literacy hadn't been considered and information wasn't appropriately conveyed. They flagged the myriad of acronyms and specialist medical terms as difficult to follow and a cause of confusion for many patients. 
  • The panel members highlighted a need for ‘jargon-free, plain English communication’ and more clarity from the healthcare team when explaining complex concepts during an experience of cancer.

What patients are asking for…1

HCP-patient Relationships (PDF download) 

Download a one-page summary of the Cancer Insights Panel's commentary and key takeaways surrounding HCP-patient relationships during an experience of cancer 

 Download PDFLoading

Explore More

 Access to Reliable Information

Insights surrounding patients' access to reliable information during an experience of cancer

 Read MoreLoading Family, Friends and Caregivers 

Insights surrounding the experiences of family, friends and caregivers of people with cancer

Read MoreLoadingCancer Insights Panel

*The Cancer Insights Panel is a Pfizer initiative developed to gather the perspectives of people impacted by cancer. The first panel, which ran between June 2022 and January 2024, was formed of 30 people who were carefully selected based on their ability to share the needs and voices of a range of people affected by cancer, including patients and carers alike. This resource has been developed based on insights shared by panel members. Pfizer has reviewed and compiled these insights, to identify potential areas for improvement during an experience of cancer. All panel members have consented to the sharing of their contributions. Direct quotes from panel members are presented in quotation marks.

Reference: 

Pfizer Ltd. Data on file. REF-UNP27001. 
PP-UNP-GBR-8326. October 2024

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