Profiling Cancer Patients in Telemedicine: A Case Study in

Chilean Private Healthcare

Matías Cornejo

, Esteban Chiu

, Sebastián Valderrama

3,5 b

Sebastián Mondaca

4,5 c

and Eric Rojas

6,7 c

Center for Medical Informatics and Telemedicine, School of Medicine, Universidad de Chile, Santiago, Chile

School of Dentistry, Pontificia Universidad Católica de Chile, Santiago, Chile

Department of Internal Medicine, School of Medicine, Pontificia Universidad Católica de Chile, Santiago, Chile

Department of Hematology and Oncology, School of Medicine, Pontificia Universidad Católica de Chile, Santiago, Chile

Red de Salud UC CHRISTUS, Pontificia Universidad Católica de Chile and CHRISTUS Health, Santiago, Chile

Institute for Biological and Medical Engineering, Pontificia Universidad Católica de Chile, Santiago, Chile

Department of Clinical Laboratories, School of Medicine, Pontificia Universidad Católica de Chile, Santiago, Chile

Keywords: Telemedicine, Oncology, Cancer, Patient Characterization.

Abstract: Cancer is a devastating disease that affects patients and places a growing burden on healthcare systems

globally. In recent years, cancer diagnoses have increased, exacerbating the challenges faced by both patients

and healthcare providers. With the advancement of innovative technologies and rising demands for care,

telemedicine has become a viable option for ensuring continued treatment, including for cancer patients.

However, little is known about the characteristics and behaviors of these patients. This study aims to

characterize cancer patients accessing telemedicine services at a private healthcare institution in Chile from

2020 to 2023, providing deeper insights into their profiles. Preliminary findings indicate a decline in adult

patients and telemedicine appointments between 2020 and 2023. Similarly, pediatric patients experienced a

decrease in telemedicine use from 2020 to 2022, followed by a slight increase in 2023. Understanding the

profiles and behaviors of cancer patients utilizing telemedicine is crucial for improving their healthcare

journeys. By analyzing their experiences, healthcare providers can enhance the allocation and management

of resources, ensuring more effective and personalized care. This characterization also supports the

development of strategies to optimize telemedicine services, improving outcomes for cancer patients in a

rapidly evolving healthcare landscape.

1 INTRODUCTION

Cancer is a disease that impacts a large segment of the

global population, with a total of 20 million new cases

recorded in 2022. The number of new annual cases is

expected to increase to 29.3 million by 2040 (Chilean

National Cancer Institute, 2024). Consequently,

investigations into cancer, the characterization of the

disease and improvements in clinical processes

involving patients represent a fundamental pillar of

biomedical research.

Furthermore, telemedicine has recently gained

considerable popularity in the treatment of a range of

diseases and illnesses, hence its current widespread

https://orcid.org/0009-0005-2905-1842

https://orcid.org/0000-0003-3913-6661

use, and cancer pathologies are no exception to this

growing trend (Shafer et al, 2023). Nevertheless, as

this digital phenomenon expands, it is important to

continuously improve research into and analysis of

telemedicine among cancer patients in order to

enhance understanding regarding the patient

experience during the telemedicine care process. In

this sense, the present paper aims to characterize

cancer patients treated by telemedicine in order to

improve knowledge relating to the context in which

they operate.

This research forms part of the “Improving the

patient journey in telemedicine using process mining”

project. It introduces the preliminary results of the

https://orcid.org/0000-0002-1130-0370

https://orcid.org/0000-0002-2570-1861

Cornejo, M., Chiu, E., Valderrama, S., Mondaca, S. and Rojas, E.

Proﬁling Cancer Patients in Telemedicine: A Case Study in Chilean Private Healthcare.

DOI: 10.5220/0013312400003911

Paper published under CC license (CC BY-NC-ND 4.0)

In Proceedings of the 18th International Joint Conference on Biomedical Engineering Systems and Technologies (BIOSTEC 2025) - Volume 2: HEALTHINF, pages 821-827

ISBN: 978-989-758-731-3; ISSN: 2184-4305

821

characterization of the first cohort of patients that

form the subject of the study.

The present paper is constructed as follows.

Section 2 presents background in relation to the

current state of cancer patients in Chile and the use of

telemedicine generally. Section 3 describes the

research objectives herein. Section 4 details the

methodology used. Section 5 provides information

about the study setting. Section 6 discusses the

results. Finally, Section 7 outlines the conclusions

and the future direction to be taken by this line of

research.

2 BACKGROUND

2.1 Cancer in Chile

Cancer is a multifaceted disease that incorporates a

large number of pathologies. The most prevalent

forms of cancer are as follows: breast cancer, prostate

cancer, lung and bronchial cancer, colorectal cancer,

melanoma of skin, bladder cancer, kidney and renal

pelvis cancer, non-Hodgkin's lymphoma, endometrial

cancer, pancreatic cancer, leukemia, thyroid cancer

and liver cancer (Moini et al., 2022).

In Chile, the cancer mortality rate increased by

109% between 1986 and 2016, positioning the

disease as the first most common cause of death in the

country since 2019 according to the Department of

Health Information Statistics (Departamento de

Estadísticas de Información de Salud [DEIS],

Ministerio de Salud, 2022). This growth rate has

sounded the alarm at the State level with regards to

public health (Parra-Soto et al., 2020). Moreover, the

challenge it represents is compounded by the estimate

of the International Agency for Research on Cancer

(IARC, 2018) which predicts that the number of

annual deaths from cancer will rise to 55,698

nationwide by 2040, up from 33,625 in 2020 (an

increase of 65,64%) (Navarro and Bralic, 2024) while

new annual cases will reach 94,807 by the same year,

an increase of 77.6% from the 2020 rate (Parra-Soto

et al., 2020).

To this end, the characterization of cancer patients

is essential in order to better understand their

experience of the care provided by health services. A

more detailed knowledge of patients and their

behavior allows for an improved management of both

human and economic resources, as well as those of

the medical facilities in question (Hassan et al., 2022).

The overall aim behind this line of research is not only

to enhance implementation at the clinical level, but

also to improve national cancer-related programs

more generally.

2.2 Telemedicine

Telemedicine refers to the use of information and

communication technologies to provide healthcare in

a remote, non-face-to-face manner. Such

technologies are used to interchange all valid

information to ensure the diagnosis, treatment and

prevention of diseases in a more effective way and at

a reduced cost (World Health Organization [WHO],

2019). Examples of certain types of telemedicine

include telehealth appointments, telediagnosis and

remote monitoring, among others.

Despite the multiple benefits of telemedicine, it

continues to face challenges regarding how to

strengthen its implementation (Mendoza-Alonso et

al., 2021). Due to the increasing demand in this new

healthcare modality among all types of patients

following the COVID-19 pandemic (Zheng Wong et

al., 2021), exploring opportunities to improve the way

in which it provides efficient patient care has now

become a necessity.

Similarly, the use of telemedicine among cancer

patients still requires further research if practitioners

wish to be able to fully optimize the care experience

received by end users.

3 OBJECTIVES

The objective of the present study is threefold. First,

to characterize a cohort of cancer patients who

undertook telemedicine appointments in a specific

study setting. Second, to use this characterization to

enhance knowledge pertaining to patient behavior

over time. Third, and during subsequent stages of the

research, to ensure this characterization results in an

improved understanding and a more detailed

description of each patient journey taken in

telemedicine.

4 METHODOLOGY

An exploratory analysis of the statistical database

belonging to the Red de Salud UC CHRISTUS (UC

CHRISTUS Healthcare Network) was undertaken.

This database contains sociodemographic

information on patients, in addition to data on medical

specialties available for telemedicine care and patient

financing. Patient data from 1 June 2020 to 1 June

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2023 was used. The use of this data was approved by

the Scientific Ethics Committee of Health Sciences of

the Pontificia Universidad Católica de Chile.

First, the data was filtered according to the

categories of telemedicine care related to cancer.

Second, the characteristics that formed part of the

analysis were determined, which include: sex, age,

residence, health insurance type, number of patients

and number of appointments for each of the

categories related to oncology. Third, the

aforementioned characteristics were assessed in more

granular detail. Initially, a global count of the number

of patients and appointments was conducted for both

sexes. A similar analysis was subsequently performed

over three separate 12-month periods to observe the

variation in patient numbers over time. Statistical

comparisons were then calculated to evaluate the

proportion of users as a ratio of patients, in order to

track changes between sexes, consecutive years and

types of patients in the same year.

In this way, a more accurate insight into the type

of cancer patient being treated via Red de Salud UC

CHRISTUS through telemedicine was obtained. In

turn, this approach will help to guide the next phases

of the project in a more effective manner.

In conjunction with a group of clinical experts, the

type of patient to be used was then determined in

order to discover patient trajectories. For this, clinical

and administrative criteria related to patient care flow

were considered.

In subsequent stages of the research, a quality

control of the extracted data will be performed in

order to verify whether it meets all necessary criteria

to build the event log, as outlined in van der Aalst

(2016). Patient trajectories will then be modeled by

means of process mining. Finally, patient trajectories

will be compared with the expected care flow, in

collaboration with clinical experts and based on

clinical and administrative criteria.

5 STUDY SETTING

The study took place in Chile, where healthcare

coverage is varied. Accordingly, 75% of Chileans are

beneficiaries of FONASA (the public health fund),

while 19% are enrolled in the ISAPRE (private

insurance) scheme, and the remaining 6% belong to

the State-funded Armed Forces social security system

(a State agency). This reality generates significant

asymmetries with regards to access to healthcare

(Crespo, 2018).

In 2005, the Chilean State implemented the

Sistema de Garantías Explícitas en Salud (Explicit

Guarantees System in Health), known by its Spanish

acronym as 'GES'. The GES system acts as a universal

health plan and, as of 2024, provides explicit

healthcare guarantees and coverage for 87 health

problems which have been established by law. This

includes 17 cancers.

GES allows users of the different healthcare

systems guaranteed access to and financing of the

diagnosis, treatment, follow-up and medicines for the

illnesses and diseases included on the list.

Additionally, it establishes prudent deadlines to

enable the patient to cope with their disease while

simultaneously ensuring that the system itself

remains robust enough to meet the growing demand.

Cancer patients were chosen for this study

because they generate a great impact for the

healthcare system in different aspects: they imply a

great effort for healthcare professionals and a

considerable financial burden for

patients and insurers. On the other hand, every year

the number of patients increases and a 96.5% rise in

mortality is predicted for the year 2045 (IARC, 2018).

In addition, this disease significantly affects

patients in psychosocial and family aspects such as

deterioration of mental health (Peters, et al., 2020),

inability to perform daily activities such as work, etc.

For this reason, the study and the implementation

of new care alternatives will allow improving the

provided care, in the ways in which this disease is

approached by health systems.

Also providing novel opportunities for a better

adoption and reception of treatment by patients

and their families.

6 RESULTS

6.1 Characterization

The institutional database of Red de Salud UC

CHRISTUS was analyzed for patients receiving

telemedicine appointments between 1 June 2020 and

1 June 2023. The database underwent a primary

filtering for all categories of telemedicine care

available in the system related to cancer-based

pathologies, with six categories identified in total:

Oncologic Surgery, Adult Oncology, Pediatric

Oncology, Chemotherapy, Radiotherapy and

Radiotherapy in Treatment. A total of 7,115 patients

and 21,322 appointments were identified over the

aforementioned period of study.

Proﬁling Cancer Patients in Telemedicine: A Case Study in Chilean Private Healthcare

823

The data were then subjected to a secondary

filtering with regards to the specialties of Adult

Oncology and Pediatric Oncology, since it was

determined that the patients of the remaining four

specialties had already been accounted for in these

two areas, since they constitute part of the regular

clinical pathway for any such patient. As such, the

total number of patients identified, and that constitute

part of the present study, is 4,502 persons in

conjunction with 17,209 appointments. Of these

patients, 49.51% are women (n=2,229) and 32.9% are

men (n=1,438). The remainder of the sample did not

provide information on their sex.

In addition, data were analyzed in one-year

periods in order to assess patient behavior during the

pandemic. The periods for both adult and pediatric

patients were defined as follows: from 1 June 2020 to

31 May 2021 (20-21); from 1 June 2021 to 31 May

2022 (21-22); and from 1 June 2022 to 1 June 2023

(22-23). Figure 1 shows the variation among adult

patients and appointments over the three periods. The

number of adult patients decreased by 6% between

the 20-21 and 21-22 periods, and by 12.6% between

the 21-22 and 22-23 periods. Total telemedicine

appointments decreased by 18.9% and 20.9%,

respectively, over the same periods.

Figure 1: Number of adult patients and appointments for

periods 20-21, 21-22, 22-23. A slight decrease in patients

over time is observed; the decrease in appointments is more

pronounced.

Similarly, the variation among pediatric patients

and their appointments over the course of the three

periods of study was analyzed. During the period 21-

22, the number of patients decreased by 25.4%

compared to the previous period, while appointments

decreased by 23.8% over the same timeframe.

However, for the 22-23 period, patients increased by

32% and appointments rose by 15% with respect to the

previous period. The results are shown in Figure 2.

Figure 2: Number of pediatric patients and appointments for

periods 20-21, 21-22, 22-23. A decrease in patients and

appointments is observed between the first and second

periods, but an increase in patients can be seen between the

second and third periods.

6.2 Ratio of Appointments by

User Type

In order to standardize the characterization used in the

present study, a breakdown of the ratios of

appointments according to the diverse types of

patients was carried out to determine the use of the

telemedicine service by user type.

First, Table 1 summarizes the ratios of

appointments versus patients by sex for pediatric

patients. It can be seen that during the periods 20-21

and 21-22, male patients experienced slightly more

appointments than female patients with a delta of

appointments of 0.04 and 0.03 respectively, i.e.,

showing a minimal difference. However, during the

22-23 period, female appointments became more

prominent with a delta in their favor of 0.17, close to

6 times the previous delta. No ratio of pediatric

patients divided by sex exceeds the ratio of total

pediatric patients in the same time period. It should

be noted that this is due to the fact that there are a

number of patients for whom no information is

available regarding their sex.

Second, and with respect to adult patients, higher

deltas can be seen in the 20-21 and 21-22 periods with

regards to pediatric patients. In this period, the

pediatric trend is maintained in that the patients with

the highest appointment rates are male, but the delta

compared to female patients is 0.57 and 0.2,

respectively, for these years. The trend is opposite to

that observed among pediatric patients in 22-23,

whereby male patients remain the users with the most

appointments, with a delta rate of 0.33. In addition, it

can be observed that the male rate exceeded the

overall rate during the 20-21 period, with a difference

of 0.3.

HEALTHINF 2025 - 18th International Conference on Health Informatics

824

Finally, with regards to the overall tendencies

between pediatric and adult patients, it can be seen

that there is a constant trend related to a higher

frequency of appointments among adult patients and

a similar decrease over the time studied.

Table 1: Ratio of pediatric appointments versus pediatric

appointments by sex.

Period

Pediatric

appointments

Pediatric

appointments

girls

Pediatric

appointments

boys

20-21 1.61 1.55 1.59

21-22 1.65 1.6 1.63

22-23 1.44 1.29 1.12

Table 2: Ratio of adults appointments versus adults

appointments by sex.

Period

Adult

appointment

Adult

appointments

women

Adult

appointment

s men

20-21 3.49 3.22 3.79

21-22 3.01 2.81 3.01

22-23 2.72 1.79 2.11

7 DISCUSSION

Analysis of Red de Salud UC CHRISTUS data shows

a gradual decrease in the number of telemedicine

patients and appointments between 2020 and 2023,

particularly among the adult population. This

decrease was more abrupt at different points in time,

with a reduction of almost 20% observed during the

last two periods. Such behavior may be related to

several factors, such as the reduced availability of

patients seeking telemedicine appointments, whether

due to the additional time required to undertake in-

office work compared to remote work, the preference

for face-to-face appointments, or a reduction in the

demand for care due to health-related conditions

caused during pandemic confinement (Straßburger et

al., 2023). Indeed, mobility restrictions during the

strictest phases of the pandemic no doubt influenced

the increased accessibility and willingness of patients

to use telemedicine in the first place, especially in the

case of adults.

On the other hand, the trend observed among the

pediatric population shows a different pattern, with a

noticeable decrease in telemedicine appointments in

the period 21-22, followed by a significant increase in

the number of patients and appointments in 22-23.

This increase, of 32% in patients and 15% in

appointments, may reflect a change in parental

attitudes towards telemedicine, given the advantages

it affords in terms of them being able to coordinate

medical appointments in line with their work

obligations and according to the schooling

requirements of their children (Troncoso, 2022). It is

also possible that pediatricians, who were faced with

a greater demand due to the increased rate of post-

pandemic illnesses, such as the common cold in

schools, chose to pursue telemedicine more

frequently in order to optimize their care of

immunosuppressed patients.

In terms of distribution by patient sex, it should

be noted that in the case of children the appointments

were predominantly for boys during the first two

periods, with only a small difference compared to

girls. However, in the 22-23 period, girls began to

receive more appointments than boys, with a

difference of 0.17 in their favor, a figure that is

significantly greater than the differences observed in

the previous periods. This change was unique among

the six distinct comparisons undertaken on the basis

of patient sex.

In the case of adults, behavior by sex displayed

more pronounced differences. Over the first two

periods, men outnumbered women in the overall

number of appointments made, sometimes

significantly, such as during the period 20-21.

However, this trend leveled out during the last period

(22-23), whereby men still maintained a higher

appointment rate, albeit in a lower ratio than during

the previous periods. This may indicate a more

equitable adaptation of both sexes to the evolving

modalities of telemedicine care.

One of the main challenges for telemedicine in the

context of cancer patients is the inherent limitation of

remote clinical evaluation. Despite its benefits, such

as accessibility and convenience, telemedicine cannot

completely replicate physical examination, which is

so relevant in assessing the evolution of most cancer

patients under treatment. Cancer specialists rely

heavily on physical examinations, including

palpation of tumors, observation of changes in the

general condition of patients, and assessments of

treatment adverse events that cannot be easily

diagnosed via virtual channels. However,

telemedicine can be a very pragmatic alternative in

asymptomatic patients who are doing regular follow

up with laboratory tests and imaging.

Another key challenge is the digital divide, which

particularly affects cancer patients in rural or low-

income areas. The adoption of telemedicine requires

Proﬁling Cancer Patients in Telemedicine: A Case Study in Chilean Private Healthcare

825

access to appropriate technology, such as electronic

devices, stable internet connectivity and the digital

skills required to manage telemedicine platforms

(Ganiele et al., 2024). In many cases, older patients,

who make up a sizable proportion of all cancer

patients, may be unfamiliar with the technological

tools needed for virtual appointments or they might

lack access to suitable devices. This technological

inequality can lead to the exclusion of certain

vulnerable populations, therefore increasing disparity

in health care.

8 CONCLUSIONS

Analysis of the data shows that, despite the decrease

in the number of patients and appointments during the

early part of the pandemic, telemedicine has

consolidated itself as a viable alternative form of care

for cancer patients. The changes observed in the use

of this modality of care by patients, particularly

among the pediatric population, suggest that patients

and their families have successfully overcome initial

related obstacles. Consequently, this could render

telemedicine a sustainable model in the long term.

These evolving trajectories are an essential part of

understanding whether telemedicine is capable of

providing care equivalent to the traditional, face-to-

face format, both in terms of clinical quality and

administrative efficiency.

Tracking these patterns through process mining

will allow researchers to build models that integrate

both virtual and face-to-face appointments, which

have the potential to improve care processes and

clinical decision-making. However, challenges

associated with telemedicine, such as limitations

relating to the physical examination of patients, as

well as technological barriers, raise important

considerations when analyzing cancer patient

trajectories. If healthcare is considered a process with

a defined and clear structure, it is possible to study the

patient trajectory as a process model (Rojas E., 2016).

In subsequent stages of the research presented

herein, the authors propose studying the trajectory of

telemedicine patients in greater detail to better

understand the entirety of the healthcare process as a

whole. To this end, care data from these patients will

be requested in order to build their trajectories using

different data science and process modeling

techniques.

ACKNOWLEDGEMENTS

We thank the Red de Salud UC CHRISTUS for their

valuable collaboration in providing the necessary data

for this research. We extend our appreciation to the

Universidad de Chile for the academic support

provided through the participation of a master's

student in this project. Finally, we express our

gratitude to Agencia Nacional de Investigación y

Desarrollo ANID for the financial support granted

through the Fondo Nacional de Desarrollo Científico

y Tecnológico (FONDECYT) project N°11230708,

entitled “Improving the Patient Journey in

Telemedicine using Process Mining”, under the

framework of which this study was developed.

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