Bentz, Caleb C.

Abstract Background: The landscape of healthcare delivery in hematology has undergone significant transformations with the increasing adoption of telehealth services for appointments and communications in conjunction with the 2016 21st Century Cures Act providing patients complete access to their health information. Digital healthcare services in hematology offer benefits, including convenience and equitable access to those limited by travel or financial burdens. However, they also have inherent risks, including loss of in-person communication, disparities in access to technology, differences in digital literacy, and increased provider workload and burnout. Thus, we analyzed contemporary utilization patterns of hematology healthcare and provider preferences to optimize implementation of evolving hybrid care models. Methods: We analyzed data from the Mayo Clinic (Rochester, MN) Hematology Appointments Office and the Hematology Call Center as well as digital messaging practices using Epic's SlicerDicer tool. Data was collected between January 2023 and January 2025, during which patients had access to the electronic health record (EHR) and direct messaging capabilities. An optional survey was distributed to Hematology providers including physician consultants, fellows, and advanced practice providers (APP) to assess practice preferences. Results: During the analyzed period, a total of 85,899 hematology appointments were completed and captured all adult ages, including 18-34 (4.6%), 35-49 (9.2%), 50-64 (25.3%), 65-79 (48.3%), and 80+ (12.6%). Although in-person, video, and telephone visit options were available, in-person visits predominated across all age groups, with 80.6% of all completed appointments occurring in-person, 12.9% via video, and 6.5% via telephone. Notably, patients aged 80+ had the second highest combined use of video and telephone visits, with over 20% of their appointments conducted virtually. There was a total of 6,893 no-show and cancelled appointments, with 79.9% of these scheduled in-person, 14.8% via video, and 5.3% via telephone. There were over 4,000,000 portal messages in the hematology division with over 1,000,000 sent directly to hematology providers. Patients sent 105,284 new messages, of which 47.2% were new patient advice requests to providers which cascaded to 343,103 additional messages. Patients made 155,036 telephone calls, which cascaded to 407,578 messages over the portal, 78.5% of which were sent directly to providers. Notably, utilization of both portal messaging and telephone calls was similar across all age cohorts, including those 80+ years. Providers only initiated 14,159 new messages to patients yet sent a total of 354,172 messages. The hematology provider survey had a response rate of 42% (53 of 129). Respondents included 45.3% consultants, 45.3% fellows, and 9.4% APPs. 92.5% and 90.6% of providers preferred in-person appointments for new visits and established visits on therapy, respectively. In contrast, 52.8% preferred virtual appointments for established patients not currently receiving therapy. 73.6% and 52.8% of survey respondents either strongly agreed or agreed that virtual appointments are advantageous for patients and providers, respectively. Additionally, only 49.1% felt portal messages were necessary to provide high quality care and 64.2% preferred appointments over communicating through messages. 86.8% of providers reported spending more than 30 minutes daily responding to in-basket messages, however, 94.3% reported not routinely billing for their time. Conclusions: In the digital era, hematology healthcare delivery is multifaceted and increasingly demanding with high rates of patient engagement in their care via various mediums. To our knowledge, this is the largest analysis combining EHR utilization and appointment data with provider preferences to better understand digital hematology care. Digital appointments and communications were common amongst all age groups, including older patients, and had relatively low cancellations rates. Promotion of virtual visits to facilitate patient-provider conversations in addition to standardization of digital communication workflows are low-risk, high-yield interventions to mitigate the cascading of EHR-based communications, especially for those not actively receiving therapy. Together, these could decrease provider burnout while increasing healthcare system operational capacities to provide optimal patient care and satisfaction.

9021 Background: Home call is an expected trainee responsibility in many hematology-oncology (HO) training programs although the specific duties and frequency vary. Home call is associated with sleep deprivation and burnout . The Accreditation Council for Graduate Medical Education (ACGME) outlines that home call should not prevent adequate rest or personal time and that the clinical time spent must be counted toward duty hours. However, little is known about the educational value or impact of home call. We sought to analyze the volume, perceived value, and effects of oncology home call on HO fellows. Methods: We completed a review of the pager log of the outpatient/after hours oncology pager (OP) at a single 2059 bed tertiary medical center from 1/1/23-12/31/24. The HO fellow carries the OP afterhours and on weekends except for 7am-12pm on Saturday/Sunday. The pager receives all consult calls from the emergency department and inpatient teams requesting verbal communication (in addition to the electronic order), critical results, and outpatient patient calls on matters related to oncology (hematology not included). Patient calls are not triaged and are routed through the hospital operator directly to the OP. Overnight home call is maximum 3 times per week without a post call day. An optional survey was distributed to fellows in May 2024 to assess fellows’ experiences with the OP using a 5-point Likert scale and free response. Results: There were 80,672 and 87,605 oncology patient visits in 2023 and 2024 respectively at the analyzed institution. The OP received a total of 7,239 pages over the analyzed period. Fellows received a mean of 5.8 pages per weeknight call shift and 8.8 pages per weekend call shift. The survey response rate was 19/33 (42%) HO fellows. Respondents were 58% male and included first (42%), second (26%), and third year (32%) fellows. 89% of respondents reported that most pages overnight were from outpatients and 0 respondents felt that answering patient calls required a physician. Most fellows (79%) did not report educational value from holding the OP and 63% of fellows felt that holding the OP negatively impacted their performance at work the next day. For nights that received more than 3 calls, 95% fellows reported feeling not well rested. In addition, a majority of negative impact on their wellness including anxiety and inability to exercise or socialize when holding the OP. Conclusions: The results from our single-institution study indicate that home call could represent a major opportunity to improve the wellness of trainees without negatively impacting their education. More research is needed to understand what the primary contributors are for the negative experiences and perceptions while developing sustainable systems and approaches for efficiently handling oncology pager traffic.

Introduction: Traditional home-call, or the practice of holding a pager at home overnight to manage questions regarding patient care and direct patient calls, is a common component of hematology fellowship. Depending on the institution and training program, the frequency and expectations of home-call may vary. Home-call in fellowship is often performed overnight between two days of work without a “post-call” day to recover. As a field, medicine has entered the digital era, accompanied by changes in patient interactions and expectations involving after-hours calls. Little is known about modern non-digital interactions with patients such as after-hours calls in hematology practices and their effects on trainees. This project aims to evaluate the home-call pager burden and subjective experience in fellows. Methods: We analyzed Hematology Pager (HP) data from 7/1/19 - 4/14/23. The HPs for Mayo Clinic Rochester are covered by hematology fellows, including the weekend and after hours (6PM - 7AM) pagers. Those of interest were the Consults Pager (CP; covers new inpatient consults if discussion initiated outside of electronic order) and the Outpatient Pager (OP; covers direct patient calls as well as critical result communications for weekends and after-hours). The frequency of home-call varies based on each rotation but can require home-call up to 3-4 times per week with the expectation to occasionally present to the hospital overnight in the setting of a hematologic emergency. An optional survey was distributed to the fellowship in May 2024 with the intent to support trainee wellness and assess perceptions and attitudes toward the home-call experience. We allowed for free-text responses and used a 5-point Likert scale for structured responses. Results: The CP received a total of 5,304 pages during the analyzed period for a mean of 3.8 pages per day. Of those, 975 pages (18%) occurred after-hours and 1,250 (24%) during weekends. The OP received a total of 3,964 pages during the analyzed period, definitionally during weekends and/or after-hours, for a mean of 2.9 pages per day. The OP had the highest relative activity on weekends, which ranged from 1-18 calls per day. The survey captured 19/33 (58%) hematology/oncology fellows, which were comprised of 58% males and 42% females representing all levels of training with 42% PGY4s, 26% PGY5s, and 32% PGY6s. Over 85% felt that holding the HP was not an educational experience and that they did not learn about hematology while managing it. Moreover, 85% of respondents felt that they did not help patients get time-sensitive care when holding the HP. Only 5% felt that the majority of care provided through the HP required a Medical Degree and 32% agreed that the majority of calls were due to an acute clinical status change warranting immediate medical attention. If immediate medical attention was possibly required, 95% of fellows reported a recommendation of evaluation in the nearest emergency room. Over 85% of fellows felt that the HP affected other individuals (e.g., significant other) in their households. No respondents (0%) agreed that they could maintain their exercise schedule while holding the HP and only 16% reported no effect on their social life. Nearly all fellows reported not feeling well rested after a home call shift, regardless of whether the level of pager activity was low (≤2 calls), average (3-5 calls), or high (≥6 calls). Up to 95% of fellows reported feeling anxiety when holding the pagers. The free responses outlined concerns about sleep deprivation from call multiple times per week, the impact of home-call on learning, and the desire for a process that triaged patient calls at night that did not require physician resource utilization. Conclusions: Home-call is a long-standing tradition that gives hospital teams and patients access to specialty care after standard business hours. However, home-call can impact wellness, contribute to fatigue, and affect learning. To our knowledge, this is the first analysis evaluating call pager volumes and hematology fellows' perceptions and attitudes toward the home-call experience. Hematology is a dynamic field that requires empathy, critical thinking, and physician wellness to provide the best possible care to patients. In the digital era, the current structure of this long-standing tradition may warrant reevaluation and optimization to prioritize a system beneficial for both patient care and physician wellness.

518 Background: Oncology has entered the digital era, accompanied by changes in patient interactions and expectations involving telemedicine. While much emphasis is appropriately placed on digital interactions with patients, little is known about modern non-digital interactions with patients in oncology practices. Methods: We analyzed Medical Oncology Pager (MOP) data from 7/1/18 – 4/14/23, during which patients had access to the electronic health record and messaging capabilities. The MOP for Mayo Clinic (Rochester) is covered by the medical oncology fellows, including after hours (6PM – 7AM). It covers consults and direct patient calls after hours and during weekends, in addition to critical results back up and inpatient oncology matters at all times. We also analyzed Medical Oncology Call Center (MOCC) data since 6/1/22, which takes inbound patient calls during working hours (7AM – 6PM) and is staffed by appointment office employees. Results: The MOP received a total of 17,679 pages during the analyzed period for a mean of 10.1 pages per day. Of these, 6,319 pages occurred after hours. The most after-hours pages were received on Fridays (n=1,091) and the least on Sundays (n=701); of those years with fully available data, 2022 had the highest volume (n=1,405) (Table 1). When comparing the MOP activity pre-pandemic (7/1/18 – 3/10/20) and intra-pandemic (3/11/20 – 4/14/23), the mean number of after-hours pages per day was relatively stable with 3.47 pre-pandemic and 3.69 intra-pandemic. Since 6/1/22, the MOCC has averaged 6,464 inbound calls per month during working hours, each of which had an average talk time of approximately five minutes. The majority of inbound calls occur on Monday mornings between 9 – 11AM, with over 6,500 recorded throughout the previous year. Conclusions: Telemedicine is multi-faceted, comprised of both digital and non-digital patient interactions. We show that many oncology patients utilize telephone communication with the healthcare system despite increased availability of digital capabilities. These data have implications for addressing the digital divide for those with limited digital access, serving older patient populations unfamiliar with digital technologies, healthcare navigation, trainee responsibilities, and resource allocation. Further work and standardization in non-digital telemedicine is necessary as it remains a pillar of modern healthcare delivery and oncology practices.[Table: see text]