To ensure that “the [breast clinic] team can respond in a timely manner to service or information requests,” the team undertook a rigorous process analysis based on the LEAN method. Cartographic analysis demonstrated an opportunity for optimization of services and a more fluid inter-professional follow-up for patients diagnosed with breast disease.
Focusing on integrated care and partnership with patients, the inter-professional team changed the processes and roles and responsibilities of members. The new role of nurse navigator makes it possible to collect multidimensional data, ensure the coordination of the medical file, refer patients to various professionals, teach and provide mentoring.
A new electronic follow-up system was also developed and implemented. This system facilitates the sharing of information on a standardized platform and, using tracers, promotes very accurate follow-up of stages. Thus, surgeons are provided with extensive information before any consultations, allowing them to focus on the anxieties of patients and relatives.
This practice demonstrates a global benefit. Through inter-professional communication, it improves the patient’s treatment flow and makes access to ambulatory care more efficient. The clinic can therefore maintain a waiting time which meets the Ministry’s standards. In particular, this practice provides better care, ensures a continuum of care, facilitates the development of a partnership with patients and their loved ones, and promotes care focused on psychological well-being and the patients’ ability to cope with their illness.