Meredith Doherty, PhD1; Jessica Jacoby, MS1; Amy Copeland, MPH2; Christina Mangir, MS3; Rifeta Kajdic Hodzic4; Tamara J. Cadet, MPH, LICSW, PhD1
1School of Social Policy and Practice, University of Pennsylvania 2Small Spark Consulting, LLC 3Rhizome Consulting, LLC 4Association of Community Cancer Centers
Background: Cancer-related financial hardship is linked to poor health outcomes and early mortality. Oncology financial advocacy (OFA) aims to prevent cancer-related financial hardship in oncology settings by assessing patients’ needs and connecting them to available financial resources. Despite promising evidence, OFA remains underutilized.
Objectives: Describe oncology financial advocates’ perceptions about the challenges to and opportunities for implementing OFA in community cancer centers.
Methods: Nine virtual focus groups were conducted with 45 oncology financial advocates. Focus group transcripts were analyzed using template-based thematic analysis informed by the Consolidated Framework for Implementation Research (CFIR); 2 study team members coded each transcript, and all 6 team members identified emergent themes.
Results: Salient themes were identified across all 5 domains of the CFIR framework: (1) intervention characteristics: participants described challenges of adapting OFA to meet the needs of the medical system instead of the needs of the patients; (2) outer setting: growing awareness of health and cancer disparities could bring more attention to and investment in OFA; (3) inner setting: programs are underresourced to assist all at-risk patients; staffing, technology integration, and network/communication workflows are needed; (4) characteristics of individuals: advocates believe strongly in the effectiveness and would like to see their credibility enhanced with professional certification; and (5) process: implementation strategies that target the engagement of leadership, key stakeholders, and patients to increase program reach are needed.
Conclusions: OFA cannot reach all at-risk patients because of understaffing, poor communication between departments, and a lack of understanding OFA as an intervention among colleagues, key stakeholders, and patients. To reach full implementation, advocates need assistance in making the case for more resources, research on patient outcomes, professional certification, and the use of policy to incentivize financial advocacy as a standard of care in medicine.
Medical and technological innovation have improved rates of detection and survival in many common cancers.1 However, new oncology treatments and diagnostics often come at a significant financial cost to patients.2 Bankruptcy is high among cancer survivors.3 In addition to high out-of-pocket costs, cancer patients and caregivers may experience work interruptions and income losses.4 At least half of US cancer patients report experiencing financial hardship that ranges from increased financial worry to difficulty paying bills.5 Patients often find it difficult to cope with the complexities of insurance, billing, and accessing co-payment programs while receiving cancer treatment. This complexity and the fragmentation of the US healthcare system result in administrative burdens for patients and caregivers. Administrative burdens may include disputing denials from insurance companies, coordinating payments, scheduling and clinical record transfers across specialists, and shopping around for more affordable medications. Administrative burden has been associated with delays in accessing care.6-8 Cancer centers may have processes in place for assessing financial distress and providing financial assistance. However, the processes tend to be delivered inconsistently and may fail to reach the patients in a thorough and timely way.9-11 To help patients navigate the complexities of paying for care and prevent financial burden, empirical evidence suggests that the use of financial advocates or navigators is effective.12
Financial advocates help patients to understand and navigate the complexities of paying for treatment while helping them to access programs that can reduce the out-of-pocket costs of treatment.13 Oncology financial advocacy (OFA) programs vary widely, however. The core components of the OFA intervention include identifying patients who would benefit from advocacy; providing out-of-pocket cost estimates and helping patients to plan for these expenses; providing education to help patients understand and optimize their health insurance; and connecting patients to a range of financial and material supports to ensure access to care and bolster quality of life.14 OFA connects patients to cancer programs and community-based resources (eg, more affordable health insurance plans, co-payment assistance programs, financial assistance grants, and payment plans) while reducing bad debt for cancer programs. Further, patients who use financial advocates report greater satisfaction with care and less financial worry.15-19 Despite promising evidence, OFA fails to reach many of the patients who would benefit from it.9,10 To broaden the reach of OFA, there is a need to understand the challenges and opportunities in implementing OFA in a range of cancer treatment settings.
Focus groups with financial advocates were conducted to understand the challenges they face in delivering their services across a range of settings and the resources they need to reach more patients. The Consolidated Framework for Implementation Research (CFIR), a well-established conceptual framework of implementation determinants, was used to organize the inquiry and categorize findings.20
Nine focus groups were conducted to understand the barriers that financial advocates face in delivering OFA in a range of cancer treatment settings and to gather their suggestions for improving implementation. The study was approved by the University of Pennsylvania Institutional Review Board.
Participants were recruited by the Association of Community Cancer Centers (ACCC) Financial Advocacy Network to participate in a virtual summit of 3 sessions on issues facing financial advocates. All members of the Financial Advocacy Network of the ACCC were invited to a virtual Financial Advocacy Summit, through which the focus groups were coordinated. The network invited people to the summit by email and advertisements on the ACCC website. The target group reached by email consisted of 107 OFA stakeholders who had signed up for the network email list, many of whom had attended events in the past. The network provides interdisciplinary OFA training to a range of oncology stakeholders who represent a range of professions, including financial advocates, navigators, nurses, patient advocates, physicians, pharmacists, and representatives of community organizations. Emails directed recipients to an online registration link where they could register for any number of the 3 summit sessions. Twenty-four registered for all 3 sessions, 12 registered for 2 sessions, and 9 registered for 1 session. On the registration page participants consented to participating in focus groups that would be recorded for the purposes of research.
The semistructured research guide focused on 3 main topics of concern to oncology financial advocates: Screening for Risk of Financial Distress, Defining the Scope of Financial Advocacy Services, and Amplifying the Role of Financial Advocacy in Health Equity.
Virtual summits were held over 3 days in September 2021. After a preliminary introduction and discussion, attendees were divided into 3 breakout groups for focus groups facilitated by assigned leaders. The focus groups were recorded on Zoom videoconferencing software (Version 5.13.5) and transcribed by 2 researchers with the assistance of Otter.ai.21,22 A total of 9 focus groups were conducted with an average of 8 to 12 participants in each group.
Although the interview guide was broadly developed to focus on distress screening, the scope of financial advocacy, and financial advocacy in health equity, the focus group conversations evolved to focus on OFA implementation challenges. With this in mind, focus group transcripts were analyzed using template analysis based on a priori themes from the CFIR framework, and themes were also allowed to emerge inductively.23 The entire research team participated in coding: 2 researchers were assigned to each focus group to generate preliminary codes, and then the entire group participated in discussions to calibrate coding and reach consensus on the coding of each transcript. Findings were then summarized by CFIR domain: (1) intervention characteristics (eg, issues related to OFA and how it is perceived as an intervention); (2) outer setting (eg, the system and policy level conditions that influence how OFA is implemented); (3) inner setting (eg, the characteristics of the institution/organization where OFA is being implemented); (4) characteristics of individuals (eg, attributes of individuals involved in implementing the intervention); and (5) process (eg, activities involved in implementation) (Figure).
Participants included 45 financial advocates from a range of practice settings (21 integrated health systems; 11 community cancer centers; 2 nonprofit advocacy organizations; 3 academic medical centers; 8 represented other settings). Most participants identified their professional role as financial advocates or social workers, followed by nurses, and patient navigators. Twenty participants reported their roles as program directors, supervisors, or administrators, and 25 indicated that they were in direct practice. Participants reported barriers to implementing OFA and generated suggestions to improve care delivery.
Evidence Strength and Quality: Advocates were concerned that perceptions of OFA were too focused on the financial benefit to the cancer programs. Participants described how their interactions with patients were driven by a concern for the patient’s well-being, yet they acknowledged the competing demands and pressures to meet the cancer program’s “bottom line.” These competing incentives influenced how they delivered the intervention. The demonstrated value of OFA to cancer programs was a double-edged sword for advocates who believed that value arguments for implementation would increase buy-in among leadership, but they expressed concern about how it would shape the delivery of the intervention itself. Participants expressed that while both patient and cancer program needs can be met with a financial advocacy program, patient outcomes must be prioritized. Advocates said:
Complexity: Participants described the complexity of healthcare payment systems, and that as a result OFA was necessarily a complex intervention. They discussed the complex nature of their work and the specialized knowledge required for it. They noted that ever-changing federal and state laws, regulations, policies, coverage requirements, assistance opportunities, and eligibility requirements added to the complexity. Participants acknowledged that many of the populations they served were uninsured or underinsured and had a range of unmet social needs, including needs for transportation assistance and help applying for public benefits. Advocates described how they built relationships with and earned the trust of patients who were not used to receiving help. They reasoned that their years of experience and time in the field improved their ability to build these relationships. Advocates said:
Adaptability: A common problem they described was being understaffed and underresourced to meet patient needs, which limited the number of patients that could be seen and forced them to ration services to the highest priority groups. Sites varied in how they determined which groups were the highest priority groups. Advocates described OFA as highly adaptable, meaning that it could be interpreted and delivered in many different ways. They felt that this feature was both a strength and a weakness. In standardizing the intervention, they suggested developing program guidelines to fit the needs of higher and lower resource environments; they discussed developing OFA guidelines with minimum and enhanced tiers so that cancer programs with fewer resources could implement less intensive (but still effective) adaptations of OFA. Advocates said:
Cost: Perceived costs of setting up an OFA program were noted as a barrier to implementation. However, the advocates highlighted that the intervention returns value to the cancer program by preempting patient payment problems. They emphasized that while calculating the anticipated costs and potential financial benefits of an OFA program is a practical step in the planning process, “bottom-line” reasoning cannot be the only motivation for building and sustaining an OFA program. One advocate said:
Patient Needs and Resources/Peer Pressure: Advocates expressed concern that inconsistent or absent financial and social need screening led cancer programs to underestimate the true extent of financial toxicity among their patients and minimize the need for skilled financial advocates. Participants noted, however, that cancer programs were becoming more aware of the prevalence of financial toxicity and its impact on cancer patients in general. The predominance of research, media coverage, and newly implemented screening tools for social needs and psychosocial distress have placed pressure on cancer programs to act, setting the stage for the implementation of OFA programs. One advocate said:
Cosmopolitanism: Advocates described their need to be in communication with other organizations to meet patients’ needs, especially patient grant and co-payment programs, to facilitate referrals and track when funds open and close. They discussed leveraging their relationships with representatives from pharmaceutical companies to advocate for more co-payment resources when they noted gaps in coverage. One advocate said:
External Policy and Incentives: Participants noted the lack of OFA in guidelines and regulations and felt that lack of interest from the government or other institutions that can influence the quality of cancer care delivery slowed the active proliferation of OFA as a standard of care. Participants acknowledged the growing interest in addressing social needs and the financial burden of care at the federal policy level, and they explored how some current policies could be augmented to incentivize patient navigation and advocacy programs. Participants noted that it would not be a “huge legislative leap” to include OFA in existing programs and policies. Existing government programs like Medicare and Medicaid could be expanded to regulate and include reimbursement for OFA. Advocates said:
Structural Characteristics/Networks and Communication: Participants noted that large institutions and siloed departments (eg, surgical vs radiation vs pharmacy and medical oncology; clinical vs financial) made it difficult to refer patients for OFA and for advocates to get accurate cost estimates to patients. Advocates stated that access to integrated, real-time information on patients’ treatment and associated costs (eg, integrated electronic health record) would make it easier to deliver care. They also noted that care providers across the system needed to learn about OFA services at their institution and know how to refer patients to them. Advocates said:
Tension for Change: Advocates described bringing patient stories and aggregate data on patient need to the attention of leaders to highlight the need for change. They encouraged advocates to use their experiences and the stories patients have told them to drive change from the leaders of medical institutions. One advocate said:
Available Resources: Participants described needing more resources for their programs; staffing, physical space, and time were all barriers to delivering what they perceived to be effective care. Due to understaffing, they needed to ration their time with patients (eg, no follow-ups) or prioritize only patients with the highest need. They also noted that advocates should be aware of available resources (within the cancer program and wider community) and have methods for addressing identified needs before widespread financial and social needs screenings are implemented. One advocate said:
Knowledge and Beliefs About the Intervention: Participants felt that other providers (eg, physicians, nurses) were not always aware of OFA or were not comfortable making referrals to them. They believed that if their cancer program colleagues understood the full scope of what advocates do, and that the intervention aims to protect patients, they would feel more confident coordinating patient care with advocates. Advocates said:
Self-efficacy: Advocates described how they learned and honed their skills on the job, and that this created a long learning curve for new hires and fostered idiosyncrasies across programs. Advocates felt strongly about the need for a certification program that would standardize preparation and lend credibility to the profession. Advocates said:
Engaging Patients: Advocates focused on the challenges of engaging patients who were cautious about interacting with a financial advocate. Patients expected to hear from a financial counselor about unpaid balances and did not expect a financial advocate to be on their side. They talked about the importance of building trust and described some of the strategies they used to differentiate themselves from billing department representatives. It took time to build a relationship in which patients believed they were actually there to help them. Additionally, they suspect that patients had fears about being abandoned by their providers if they revealed payment issues. Some patients needed repeated contact to build trust and open up about their concerns. Advocates said:
Engaging Stakeholders and Champions: Many of the advocates saw themselves as internal champions of the practice but needed their voice to be bolstered by nurses and physicians, because they lacked the power needed to lead systemic change. Participants focused on 2 strategies for engaging stakeholders in building OFA: (1) making the business case for OFA as a high-value intervention, and (2) using patient stories and data to demonstrate the need for OFA.
They also felt certification and policy change would give them more power to advocate for their patients. One advocate said:
In this study, financial advocates were asked directly what they believed the barriers to OFA implementation were, and what they needed to effectively implement OFA so that more cancer patients can benefit from their services. The business case for OFA has been disseminated widely, with evidence that the intervention reduces lost revenue and bad debt for cancer programs.15 As a result, advocates experienced a tension between delivering patient-centered care and cancer program–centered care. They felt strongly that the relationship between advocate and patient is key to OFA effectiveness. Participants reported that their OFA programs were understaffed and underresourced to meet the needs of all patients. They noted that poor information sharing and communication between clinical and financial departments (as well as other siloed departments) of the cancer program led to inefficient delivery of OFA. One might infer that institutional investment in OFA programs could too easily use economic value as the primary metric for success and minimize investment to the point where only the bottom line is optimized, potentially leaving patients without adequate support.
Participants expressed excitement for what they perceived to be a window of opportunity for OFA. The current social climate has drawn attention to the financial burden of cancer and its implications for health equity. They described an urgency to use the current climate to advance the dissemination and implementation of patient-centered and equity-focused models of OFA. By framing OFA as an intervention that can address health equity, they felt the intervention had a chance of growing and helping more patients who need it. Advocates discussed the importance of engaging leaders and shared strategies for engaging patients, many of whom may be apprehensive to work with them due to the stigma of financial problems and fear of losing access to treatment.
Because the landscape of healthcare financing is so complex, financial advocates have a rich and specialized set of skills and knowledge that could be standardized. Advocates felt strongly about the need to enhance their credibility, professionalization, and job preparation through a certification program. Certification could provide the confidence and credibility to advocate for their patients’ needs and apply appropriate interventions.
Bankruptcy and other financial toxicities, like anxiety, depression, poverty exposure, and cost-related nonadherence to treatment, are real consequences of the cost of cancer treatment for many cancer patients.4 The cost of care and the complexities of the US payment system are barriers to care for many patients.6 Cancer-related financial hardship (ie, financial toxicity) has been associated with a host of adverse health effects, including early mortality.4,24 Although assertive structural interventions are needed to address the root causes of medical financial hardship, OFA as a clinical intervention has been shown to improve patient access to financial assistance, improve patient satisfaction and quality of life, and reduce financial worry.14,16,19 The number of studies examining the effectiveness of OFA interventions is growing, and experts now recommend OFA to prevent and reduce financial toxicity at the direct practice level.25,26
By applying an implementation science lens, CFIR, our findings contribute to the extant literature on OFA. Multiple studies have shown that the primary barrier to integrating OFA into routine care is that programs are underresourced to meet patient needs.9-11 Advocacy programs need greater investment in staffing, workforce development, and technology that supports real-time information transfer across departments. Our findings suggest that advocates have been able to build buy-in among leadership and increase investment for their programs by: (1) generating compelling program reports that combine data on patient needs and outcomes with cost–benefit data for the cancer program, and (2) finding other clinicians (eg, physicians, pharmacists) to champion their programs. To achieve these objectives, advocates should be collecting data on their services consistently and create opportunities to spread the word about their services across the cancer center.
In conclusion, although more robust structural interventions are necessary, there is strong evidence for the effectiveness and value of OFA. This study contributes to the emerging literature on the implementation of OFA and suggests that, with greater investment and standardization, OFA could become standard of care available to all patients.
Disclosures: The authors have reported no conflicts of interest.
Funding: (TC)-K23AG062795
Financial Navigation Can Reduce the Financial Toxicity of Cancer Care From our sister publication:The Oncology Nurse
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