1. Network Patient Satisfaction Survey Gloria Payne, Patient & Carer Involvement Facilitator Ian Connolly, Performance Improvement Manager Lead Nurse Open Event 15 May 2008

2. Background National Audit Office (NAO) Survey Recommended local surveys Lead Nurses and Patient Groups agreed to develop Network survey based on questions from NAO Pilot sites – Aintree & St Helens & Knowsley Survey re-designed and agreed roll-out

3. Process Lead Nurses agreed process in August 2007 Difficulties with lack of Lead Nurse and / or Cancer Manager in some Trusts Difficulties with finding sufficient patient numbers in some instances Timelines extended to help capture more data

4. Process continued Final Deadline was set Data returned from six Trusts Analysed by Tumour site rather than Trust Over 300 surveys returned

5. Tumour Sites/Trusts The tumour sites covered were: –Breast –Lung –Colorectal –Gynaecology –Haematology –Upper GI –Urology Trusts able to participate were: Countess of Chester Cardiothoracic Centre Liverpool Women’s North Cheshire Southport & Ormskirk St Helens & Knowsley

6. Diagnosis 96% given in person 2% over phone 84% given in clinic 9% given on ward 95% thought environment pleasant/satisfactory

7. Information Provided Prior to Clinic Visit

8. Information That Would Have Been Useful Informed to bring someone with them to clinic Map of hospital with wards, clinics and all departments Clinic waiting times Public transport information

9. Did you Understand The Diagnosis?

10. Post Diagnosis Were You Clear About The Next Steps?

11. Specialist Nurse Contact

12. If You Did Not See A Specialist Nurse Did You Receive Details Of Who To Contact?

13. Did You Think There Was A High Level Of Coordination Amongst Care Professionals?

14. Were You Informed About Any Support Groups For Your Condition?

15. Worst Experiences Being told I had cancer Side effects Waiting times Travelling for treatments Communication

16. How Could The Service Be Improved? Information More localised services Fear of infection Cure for cancer

17. The Best Things? Quality of treatment and care by healthcare professionals

18. “I was treated as a person and not a number” “Having a specialist nurse gave one point of contact leading to overall efficiency” “I felt I was getting a lot of support which made me feel 100% better” “That all those connected with people suffering from cancer really show their caring side and give 110% in all their efforts” “I have realised how much I love my family and children and how much they love me”

19. Conclusion The learning for me from this has been: –Allow time for all Trusts to participate –Be realistic about how many patients will respond to survey –Be clearer about the process –Involve the Clinical Network Groups (CNGs)/CNSs –Share the load –Do it all over again!

20. Analysis of Patients Experience of Cancer Care Pathway Within Merseyside & Cheshire

21. Any Questions? Gloria.Payne@mccn.nhs.uk Ian.Connolly@mccn.nhs.uk