The Patient and Family Experience

With a focus on program growth in 2019, the Financial Planning for Cancer team was dedicated to providing a worthwhile, approachable service and communicating the program value and benefits to potential participants.

Implementing a patient-centered process We know patients and their families already have a lot on their minds, so we made the matching process as easy as possible. Once a financial planning referral is submitted by the patient’s social worker or Family Reach Resource Navigator, we connect them with a financial planner within 2 business days. Both the planner and patient or caregiver sign a letter of engagement, and then the financial planner reaches out to the patient for their first phone call.

The program further prioritizes flexibility, so each CFP® professional is available via phone, email, or video chat. Additionally, a trusted caregiver or loved one can meet with the financial planner on behalf of the patient.

Filling the gap

Financial Planning for Cancer operates in tandem with the other services included in the Financial Treatment Program, providing families with long-term solutions to financial toxicity. In fact, 83 families who received financial assistance in 2019 also participated in Financial Planning for Cancer.

It’s also important to note that patients who aren’t eligible for direct financial assistance from Family Reach can still enroll in Financial Planning for Cancer, which further ensures cancer patients facing financial burdens have access to support. Furthermore, as the program grows and reaches patients before they hit critical financial breaking points, the financial planning support can reduce the need for direct financial assistance.

Families often admit feeling ashamed, guilty, or embarrassed about the financial struggles caused by the cost of cancer treatment. Social stigmas and standards surrounding money only exacerbate these emotions.

Through continually promoting Financial Planning for Cancer and sharing stories of families who benefited from the program, we started to chip away at the shame and communicate the value of adding a financial planner to cancer care teams. What’s more, we trained our CFP® professionals to support families in ways that acknowledge but also lift the weight of these feelings off their shoulders. They meet families where they are at, serving as unbiased experts who can help them reach their goals no matter how big or small.

100% of participants would recommend the program*

91% reported that the planner always listened carefully and explained things in a way they could understand*

83% reported they were confident that they could follow the planner’s advice*

Taking it from the participants:

“My financial planner pushed us in the right direction to address things we were avoiding.” “It was helpful to have someone with knowledge on the subject to help me navigate what was ahead.“

“It gave me the confidence I needed to resolve financial issues that were sources of stress and worry.”

“The program lifted some weight off my shoulders and gave me lots of practical tips. I felt supported during such an overwhelming time.”

*according to Patient Outreach Survey Data