Quality improvement project to transition psychosocial oncology clinical care to a telehealth workflow during the COVID-19 pandemic: a quasi-experimental study

The COVID-19 pandemic created an urgent need for an innovative method of care delivery for psychosocial oncology. The psychosocial oncology services at the University Health Network in Toronto, Canada transitioned expeditiously to digital technologies that were readily available and accessible for patients and clinicians, facilitating care provision while reducing the transmission of COVID-19. This study aims to provide a validated framework for transitioning to digital delivery methods of care. A quality improvement team was established and tasked with successfully transitioning services from primarily in-person to digital delivery methods of care quickly and seamlessly. This included analyzing the psychosocial oncology workflow, planning and implementing a digital transition, and collecting data and feedback on the impact of this digital workflow through the use of surveys. The average response rate of the surveys was 68.0%. Feedback and data collection demonstrated that more than 90% of psychosocial oncology processes were completed with digital tools following the transition with limited impact on clinical delivery. The clinicians reported feeling confident and satisfied providing care using digital workflow tools. The psychosocial oncology quality improvement team at the University Health Network provides a validated framework for transitioning to new methods of delivering care. As technology continues to develop, guidance on transitioning clinics and departments to new digital tools will be crucial for healthcare institutions. The framework provided in this study can be utilized to ensure the successful implementation of new technologies.