Journey mapping paediatric oncology care in Saudi Arabia: A mixed-methods study

Background: Because of the global increase in childhood cancer, patient journey mapping was utilised to improve the treatment experiences and outcomes for paediatric oncology patients and their families. Aim: The aim of this study is to describe the process of developing a patient journey map for paediatric oncology care and to present insights from families’ experiences across different stages of the care pathway. Setting: The study was conducted at a tertiary care hospital in the Kingdom of Saudi Arabia, which provides oncology services for paediatric patients with malignant disorders. Methods: An explanatory sequential mixed-methods design was utilised. Quantitative data were collected from 134 family members using the Press Ganey Inpatient Survey. Data were analysed using SPSS 103 version 27. Nine family members were interviewed, data were analysed using manifest content analysis. The results were integrated to develop a descriptive care map. To refine the journey map, a modified Delphi method was applied. The initial design was shared with a Delphi panel comprising senior paediatric oncology staff and consensus was achieved. Results: A survey of 134 questionnaires revealed a 77% response rate. Qualitative insights from the nine interviews revealed six key themes: care from nurses, care from physicians, positive experience, negative experience, improvement in care and feelings summarising the journey. Conclusion: The study provided valuable information of patients’ families’ satisfaction with the experiences throughout the oncology units and simultaneously highlighted areas for improvement. Contribution: This study visualises a patient’s care journey through a complex system, allowing healthcare providers to fill gaps in care processes.