Mapping the patient journey in breast cancer screening in Saudi Arabia

Abstract

Purpose: The rapid surge in breast cancer incidence among Saudi females triggered a robust governmental response since 2015 (Saudi Arabia. MOH, 2020d, Saudi Arabia. MOH, 2015). This initiative prioritizes health promotion and prevention, with the Health Holding Company aiding in implementing the breast cancer screening (BCS) pathway to encourage early screening and deliver efficient healthcare. Patient experience significantly impacts the BCS pathway's success, playing a pivotal role in achieving desired outcomes. However, the exploration of patient experience in the Saudi Arabian BCS pathway remains unexplored. This report employs Patient Journey Mapping (PJM) through operations management to underscore this significance.

Methodology: This study employs a narrative literature review methodology to explore the primary touchpoints, key concepts, and pain points of the patient experience in Saudi Arabia's BCS pathway. These concepts are identified through the PJM framework, and recommendations to enhance the experience are provided.

Findings: The study identifies twelve patient journey concepts. At the PHC level: (1,2) women’s awareness and psychology, (3) GP’s role, (4) first impression, (5) embarking mammography, (6) medical staff as guardians. At the secondary care level: (7) care coordination, (8) effective communication, (9) practitioner-patient rapport. At the tertiary care level: (10) decision-making, (11) circle of support, (12) beyond treatment. To enhance these concepts, the KSA health system should expand mass media awareness, alleviate mammography discomfort, bolster care coordination, implement closed-loop communication, and embrace women's empowerment and support.

Value: Drawing on the PJM framework, this study identifies key concepts governing the BC patient experience within the BCS pathway and provides strategies to enhance them. The Saudi MOH can promote preventive care, reduce the BC mortality rate, and more by embracing these milestones. Moreover, The findings inform quality improvement efforts, operational strategies, and fostering a patient-centric healthcare ecosystem. These strategies could serve as a foundation for an audit tool to gauge service alignment with patient needs and inform other care pathways in KSA.