Best-ever results in National Cancer Experience Survey 2021

The survey results are great news for patients in Gloucestershire. In the survey, patients on average rated their care as 9.1 out of 10 compared to 8.9 nationally, which is the highest score Gloucestershire Hospitals has had since the survey started.

Cancer Services General Manager James Curtis said:

“The work that has been done across the Trust over the last three to four years is now really having an impact; this includes increasing the number of Cancer Nurse Specialists (CNS) , as well as the introduction of Cancer Support Workers and important aspects of Personalised Care. We believe that these initiatives amongst many have allowed us become a national leader in cancer care patient experience.”

Patients in Gloucestershire also benefited from the Trust’s temporary service model during the pandemic, which allowed the hospitals trust to continue to deliver a range of vital services including systemic anti-cancer therapy (such as chemotherapy), radiotherapy, and urgent cancer surgery.

James continues: “For 20 questions of the survey, the Trust scored higher than the upper expected range, which is a significant increase from previous years. However, we are never complacent and since we scored less well on the question Cancer research opportunities were discussed with patient, this is an area the Trust has been focusing on in recent times.

“We are continually monitoring our progress and looking to improve further. In addition to these fantastic survey results, I’m proud that the Trust is above national average across all 9 Cancer Wait Times Standards and committed to meeting the standard across all metrics to ensure patients are diagnosed and treated in a timely manner.

Mark Pietroni, Acting Chief Executive said:

“I’m delighted with these results and would like to thank our patients for taking the time to fill out this survey. It is these insights that help us to understand where we need to make further progress."

Key highlights

• The Trust received 489 responses out of 770 to the survey with a response rate of 64% (9% greater than the national response rate)
• On average, our patients rated their care as 9.1 out of 10 compared to 8.9 nationally.
• 87% of patients said that their treatment options were described in a language they could understand, compared to the national average of 82%
• 84% of patients said they could discuss their worries and fears with hospital staff while being treated as an outpatient or day case, against a national average of 78%
• 84% of patients were definitely involved as much as they wanted to be in decisions about their treatment, against the national average of 79%
• 82% of patients who took the survey were told they could have a family member, carer or friend with them when told diagnosis, against a national average of 71%

What did our patients say?

• It was simply first class, after my local GP referred me to Cheltenham hospital, the staff at Cheltenham were all over me, they threw everything at me to get me sorted out, they could not have done more. I only have the utmost praise for them, they were all so brilliant.
• The care I received at Cheltenham Hospital was outstanding. My two stays in this hospital I could not have asked for any better treatment. I was very poorly the second time in Cheltenham all the staff were so kind and nothing was too much trouble. Thanks to them I am getting better.
• The best ever care and attention to everything I needed. All staff from the start have been the best field and support anyone could ask for. Thank you to all concerned. Amazing.
• Amazing care by all staff. So please we have NHS in this country we should all be very thankful to them all - 100%. I owe my life to them.
• Excellent considering it was in the middle of 2nd lockdown of Covid 19. Fast, efficient service and friendly, caring staff. Clinical Specialist Nurse, dietitian and speech therapist gave excellent support when needed, along with Macmillan support team. Consultants were friendly, helpful and explained everything in an easy-to-understand way.

The Trust’s published report can be found here.

About the survey: the National Cancer Patient Experience Survey has been designed to monitor national progress on cancer care; provide information to drive local quality improvements; assist commissioners and providers of cancer care; inform the work of the various charities and stakeholder groups supporting cancer patients. The survey is conducted by Picker Institute Europe on behalf of NHS England.