The design and initial service evaluation of a virtual tour of a radiotherapy department to improve patient experience

Abstract Introduction: For any patient’s cancer journey, effective communication and helpful information are key to staying informed and reducing anxiety; for radiotherapy, ideally before treatment commencement. This paper details the initial design and service evaluation of a virtual tour (VT) aimed at familiarising patients with the department before treatment starts. Methods: Created by local digital science students, with input from hospital Patient Public Involvement groups, patients were recruited (after their initial planning visit) into non-VT and VT groups; the latter viewing the VT before their first treatment. Both groups completed identical online surveys with Likert-style questions and free-text entry to assess knowledge and understanding. Results: Twenty-three completed survey responses were received: 9 and 14 from the non-VT and VT groups, respectively. • 66.7% of the non-VT group felt anxious attending the department for the first time; compared with 28.6% in the VT group. Key comments included ‘not now that I’ve seen the video’ • 92.9% of the VT group understood the queue calling and changing room systems compared with 55.6% in the non-VT group. • 85.7% of the VT group knew what to expect in the treatment room, compared to 33.3% in the non-VT group. Key comments included ‘the video helped’. Other comments included ‘excellent idea’ and ‘alleviates the concerns about where to go and what to expect ahead of that first visit’. Conclusion: The implementation of the VT has proved beneficial to patients, providing key information prior to treatment start, alleviating concerns and resulting in improved patient experience without the need for an extra visit.