Download The Royal Marsden NHS Foundation Trust

National Cancer Patient Experience Programme
2014 National Survey
The Royal Marsden
NHS Foundation Trust
Published September 2014
The National Cancer Patient Experience Survey Programme is
undertaken by Quality Health on behalf of NHS England
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Introduction
The Cancer Patient Experience Survey 2014 (CPES) follows on from the successful
implementation of the 2010, 2012 and 2013 surveys, designed to monitor national progress on
cancer care. The 2014 survey is congruent with the National Operating Framework (NOF) for
the NHS 2014, which defines quality as those indicators of safety, effectiveness and patient
experience that indicate that standards are being maintained or improved; with the NHS
England Business Plan 2013-16; and "Everyone Counts", Planning for Patients 2013-14. The
CPES provides information that can be used to drive local quality improvements, both by Trusts
and Commissioners, and is consistent with the objectives of NHS policy.
Participating Trusts
153 acute hospital NHS Trusts providing cancer services took part in the survey, accounting for
every Trust that provides adult cancer care in England. Some specialist hospital Trusts were
excluded because of very low numbers of patients being treated for cancer in the data capture
period. The number of Trusts has fallen from 160 in 2010 because of Trust amalgamations,
especially this year the disbandment of South London Healthcare in 2013 and the reallocation
of cancer activity to Lewisham, Kings, and Dartford and Gravesham.
Patients selected to take part
The survey included all adult patients (aged 16 and over) with a primary diagnosis of cancer
who had been admitted to an NHS hospital as an inpatient or as a day case patient, and had
been discharged between 1st September and 30th November 2013. The three month eligibility
period for data capture is identical to that for the 2010, 2012 and 2013 CPES.
The Health Research Authority supported the CPES by granting Section 251 approval.
Patients eligible for the survey were taken from Trust patient administration systems; the
inclusion criteria were that the patient had an International Classification of Disease (ICD10)
code of C00-99 (excluding C44 and C84) or D05. As in the 2010, 2012 and 2013 surveys, the
types of cancer patients included significant numbers with rarer cancers as well as patients in
the “Big 4” cancer groups – i.e. breast, prostate, lung, and colorectal/Lower GI.
Trust samples were checked rigorously for duplicates and patient lists were also de-duplicated
nationally to ensure that patients did not receive multiple copies of the questionnaire.
Deceased checks on Trust samples through the DBS system were carried out on at least three
occasions during the fieldwork, to ensure that the numbers of deceased patients in samples
was reduced to an absolute minimum. This process was undertaken by Quality Health and was
highly effective.
2
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Survey method
Postal surveys were sent to patients’ home addresses following their discharge. Up to two
reminders were sent to non-responders. A freepost envelope was included for their replies.
Patients could call a free telephone line to ask questions, complete the questionnaire verbally,
or to access an interpreting service.
Response rate
A total of 118,081 patients who had received treatment for cancer during September to
November 2013 were included in the national sample for the Cancer Patient Experience
Survey. These patients were allocated to 13 different cancer groups. The numbers of patients
in active treatment is rising by about 1.5% each year.
2,984 eligible patients from this Trust were sent a survey, and 1,749 questionnaires were
returned completed. This represents a response rate of 63% once deceased patients and
questionnaires returned undelivered had been accounted for. The national response rate was
64% (70,141 respondents). In 2013 the national response rate was 64%.
Percentage scores
The questions in the cancer survey have been summarised as the percentage of patients who
reported a positive experience. For example, the percentage of patients who were given a
complete explanation of their diagnostic tests or the percentage of patients who said that
nurses did NOT talk in front of them as if they were not there. Neutral responses, such as
“Don’t know” and “I did not need an explanation” are not included in the denominator when
computing the score.
The higher the score the better the Trust’s performance. Some scores represent performance
across a pathway involving primary and community care in addition to acute care but represent
important parts of the patient experience along the pathway of care.
Most of the questions in the 2014 Cancer Patient Experience Survey are in the same format
and have the same wording as in the 2013 CPES, and the scoring system for them is
unchanged.
Low numbers of respondents and data not reported
Some Trusts have relatively small numbers of cancer patients, so the total number of
respondents to the survey may be low despite the high response rate. Reports for these Trusts
have been completed in the normal way, but the results for these Trusts need to be treated with
caution. It is important to recognise however, that the low numbers of respondents in these
Trusts is simply the result of low numbers of cancer patients being treated.
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National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Patients were asked to complete the questionnaire in respect of the Trust named on the
covering letter. In those Trusts without a radiotherapy or chemotherapy unit, where patients
reported receiving these treatments despite these instructions, responses have been
suppressed.
In almost all Trusts, there were tumour groups where the number of respondents was less than
20; this is particularly true of tumour groups representing rarer cancers. Where numbers of
respondents in a particular tumour group is less than 20, we have used the convention of
leaving the relevant cell blank. This is further explained in the introduction to the tumour group
tables in this report.
Benchmark charts
Percentage scores are displayed on benchmark bar charts in the following section. Each bar
represents the range of results across all Trusts that took part in the survey for one question.
The bar is divided into:
•
a red section: scores for the lowest-scoring 20% of Trusts in 2014
•
a green section: scores for the highest-scoring 20% of Trusts in 2014
•
an amber section: scores for the remaining 60% of Trusts in 2014
The black circle represents the score for this Trust. For example, if the circle is in the green
section of the bar, it means that the Trust is among the top 20% of Trusts in England for that
question. The line on either side of the circle shows the 95% confidence interval (the amount of
uncertainty surrounding the Trust’s score).
The table below each benchmarking chart shows the following:
•
Column 1 the Trust score for that question in 2014;
•
Column 2 shows the lower confidence interval at 95% for the 2014 data;
•
Column 3 shows the upper confidence interval at 95% for the 2014 data (the scores in
columns three and four are the outer limits of the horizontal black line on the RAG chart);
•
Columns 4 and 5 show the upper threshold for the lowest scoring 20% of Trusts on that
question and the lower threshold for the highest scoring 20% of Trusts on that question in
2014 (i.e. the end of the red section, and the beginning of the green section, on the chart);
•
Column 6 shows the highest Trust’s score for this question in 2014;
•
Column 7 shows the number of respondents who answered this question at this Trust in
2014;
•
Column 8 shows where the Trust's score for that question in 2014 falls within the highest
20% (cell coloured green) or lowest 20% (cell coloured red) of Trust scores.
Where no Trust data or confidence interval is displayed on the RAG chart or in the tables for a
particular question, there is insufficient data (below 20 respondents) to allow this to be
displayed.
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National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Following the RAG charts are tables which show the scores for each question for each of the
13 tumour groups at this Trust, with a comparative score for that tumour group for all Trusts.
Where the number of responses is lower than 20 for a tumour group at this Trust, the score is
suppressed.
Charts showing performance over time are incorporated in this report, showing, for the first time
in 2014, the scores for each comparable question for this Trust in 2010, 2012, 2013 and 2014,
with the national mean score for 2014 shown as a horizontal red line. If a score in 2012, 2013
or 2014 is statistically significantly different from the previous year, this is indicated by the value
being either green for positive changes or red for negative changes. Any statistically significant
difference between scores in 2010 compared to 2014 is indicated by an asterisk * on top of the
bar representing the score for 2014.
Further information
Full details of the survey method are in the National Report of the Cancer Patient Experience
Survey 2014, which will be available at www.quality-health.co.uk from August 2014; further
details of survey development, nationally agreed methodology, and cognitive testing are also
available at www.quality-health.co.uk.
Copies of the questionnaire, covering letters, and a master spreadsheet showing all results for
every Trust in England in 2014 and previous years, both at "all cancers" level and at individual
tumour group level, can also be viewed at www.quality-health.co.uk.
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National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Who responded to the survey at this Trust?
1,749 patients responded to the survey from the Trust. The tables below show the numbers of
patients from each tumour group and the age and sex distribution of these patients.
Respondents by tumour group
Tumour Group
Number of
respondents*
Breast
403
Colorectal / Lower Gastrointestinal
122
Lung
101
Prostate
113
Brain/Central Nervous System
16
Gynaecological
119
Haematological
280
Head and Neck
40
Sarcoma
75
Skin
29
Upper Gastrointestinal
172
Urological
78
Other
201
* These figures will not match the numerator for all questions in the ‘comparisons by tumour group’ section of
this report because not all questions were answered by all responders.
Age and sex
The survey asked respondents to give their year of birth. This information has been amalgamated
into 6 age bands. The age and gender distribution for the Trust was as follows:
16-25
Men
Women
Missing
Total
26-35
10
10
0
20
36-50
9
23
0
32
51-65
39
159
0
198
66-75
229
392
1
622
6
76+
256
282
2
540
Missing
133
140
1
274
Total
9
16
38
63
685
1022
42
1749
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Trust results
Seeing your GP
Q1 Saw GP once/twice before being told
had to go to hospital
Q2 Patient thought they were seen as soon
as necessary
Q4 Patient's health got better or remained
about the same while waiting
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Saw GP once/twice before being told
had to go to hospital
69%
66%
71%
72%
79%
94%
1,332
Q2
Patient thought they were seen as soon
as necessary
78%
76%
80%
81%
86%
91%
1,695
Q4
Patient's health got better or remained
about the same while waiting
74%
72%
76%
77%
83%
95%
1,697
7
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q1
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Diagnostic tests
Q6 Staff gave complete explanation of
purpose of test(s)
Q7 Staff explained completely what would
be done during test
Q8 Given easy to understand written
information about test
Q9 Given complete explanation of test
results in understandable way
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Staff gave complete explanation of
purpose of test(s)
88%
87%
90%
81%
86%
92%
1,403
Q7
Staff explained completely what would
be done during test
90%
89%
92%
85%
89%
95%
1,437
Q8
Given easy to understand written
information about test
91%
89%
92%
83%
90%
95%
1,191
Q9
Given complete explanation of test
results in understandable way
76%
74%
79%
75%
82%
91%
1,481
8
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q6
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Finding out what was wrong with you
Q11 Patient told they could bring a friend
when first told they had cancer
Q12 Patient felt they were told sensitively
that they had cancer
Q13 Patient completely understood the
explanation of what was wrong
Q14 Patient given written information about
the type of cancer they had
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Patient told they could bring a friend
when first told they had cancer
70%
68%
73%
71%
79%
88%
1,336
Q12
Patient felt they were told sensitively that
they had cancer
80%
78%
82%
82%
87%
97%
1,708
Q13
Patient completely understood the
explanation of what was wrong
68%
66%
70%
71%
76%
86%
1,705
Q14
Patient given written information about
the type of cancer they had
67%
64%
69%
68%
76%
84%
1,512
9
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q11
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Deciding the best treatment for you
Q15 Patient given a choice of different
types of treatment
Q16 Patient’s views definitely taken into
account by doctors and nurses discussing
treatment
Q17 Possible side effects explained in an
understandable way
Q18 Patient given written information about
side effects
Q19 Patient definitely told about treatment
side effects that could affect them in the
future
Q20 Patient definitely involved in decisions
about care and treatment
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
83%
81%
86%
82%
90%
100%
738
69%
67%
71%
69%
74%
85%
1,549
Q17
Possible side effects explained in an
understandable way
72%
70%
75%
72%
78%
85%
1,676
Q18
Patient given written information about
side effects
84%
82%
85%
78%
85%
90%
1,630
54%
52%
57%
52%
59%
69%
1,568
73%
70%
75%
69%
76%
85%
1,683
Patient definitely told about treatment
Q19 side effects that could affect them in the
future
Q20
Patient definitely involved in decisions
about care and treatment
10
Scored % in
highest/lowest 20%
of Trusts 2014
Threshold for
lowest scoring
20% of all Trusts
Patient’s views definitely taken into
Q16 account by doctors and nurses
discussing treatment
Upper 95%
confidence
interval
Patient given a choice of different types
of treatment
Lower 95%
confidence
interval
Q15
RPY
2014 Percentage
for this Trust
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Clinical Nurse Specialist
Q21 Patient given the name of the CNS in
charge of their care
Q22 Patient finds it easy to contact their
CNS
Q23 CNS definitely listened carefully the
last time spoken to
Q24 Get understandable answers to
important questions all/most of the time
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
92%
90%
93%
86%
92%
97%
1,662
66%
64%
69%
69%
80%
92%
1,417
Q23
CNS definitely listened carefully the last
time spoken to
89%
87%
91%
90%
93%
98%
1,471
Q24
Get understandable answers to
important questions all/most of the time
89%
87%
91%
88%
93%
97%
1,383
11
Scored % in
highest/lowest 20%
of Trusts 2014
Threshold for
lowest scoring
20% of all Trusts
Q22 Patient finds it easy to contact their CNS
Upper 95%
confidence
interval
Patient given the name of the CNS in
charge of their care
Lower 95%
confidence
interval
Q21
RPY
2014 Percentage
for this Trust
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Support for people with cancer
Q25 Hospital staff gave information about
support groups
Q26 Hospital staff gave information about
impact cancer could have on
work/education
Q27 Hospital staff gave information on
getting financial help
Q28 Hospital staff told patient they could
get free prescriptions
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
81%
79%
83%
79%
86%
96%
1,225
Hospital staff gave information about
Q26 impact cancer could have on
work/education
72%
69%
75%
72%
78%
91%
909
Q25
Q27
Hospital staff gave information on
getting financial help
50%
46%
53%
48%
61%
84%
901
Q28
Hospital staff told patient they could get
free prescriptions
82%
79%
84%
73%
82%
93%
1,037
12
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Hospital staff gave information about
support groups
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Cancer research
Q29 Patient has seen information about
cancer research in the hospital
Q30 Taking part in cancer research
discussed with patient
Q31 Patient has taken part in cancer
research
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Patient has seen information about
cancer research in the hospital
94%
93%
95%
82%
88%
96%
1,712
Q30
Taking part in cancer research
discussed with patient
58%
56%
61%
21%
35%
61%
1,614
Q31
Patient has taken part in cancer
research
72%
69%
75%
55%
68%
80%
939
13
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q29
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Operations
Q33 Staff gave complete explanation of
what would be done
Q34 Patient given written information about
the operation
Q35 Staff explained how operation had
gone in understandable way
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Staff gave complete explanation of what
would be done
90%
87%
92%
85%
90%
94%
674
Q34
Patient given written information about
the operation
79%
76%
82%
71%
80%
89%
643
Q35
Staff explained how operation had gone
in understandable way
79%
76%
82%
74%
81%
92%
690
14
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q33
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Hospital doctors
Q37 Got understandable answers to
important questions all/most of the time
Q38 Patient had confidence and trust in all
doctors treating them
Q39 Doctors did not talk in front of patient
as if they were not there
Q40 Patient’s family definitely had
opportunity to talk to doctor
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Got understandable answers to
important questions all/most of the time
85%
83%
88%
79%
86%
95%
872
Q38
Patient had confidence and trust in all
doctors treating them
87%
85%
89%
82%
88%
94%
906
Q39
Doctors did not talk in front of patient as
if they were not there
87%
85%
89%
81%
87%
94%
901
Q40
Patient’s family definitely had opportunity
to talk to doctor
75%
72%
78%
64%
71%
89%
780
15
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q37
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Ward nurses
Q41 Got understandable answers to
important questions all/most of the time
Q42 Patient had confidence and trust in all
ward nurses
Q43 Nurses did not talk in front of patient as
if they were not there
Q44 Always / nearly always enough nurses
on duty
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Got understandable answers to
important questions all/most of the time
84%
82%
87%
71%
80%
90%
848
Q42
Patient had confidence and trust in all
ward nurses
79%
76%
82%
66%
75%
88%
905
Q43
Nurses did not talk in front of patient as
if they were not there
88%
86%
90%
81%
89%
93%
896
Q44
Always / nearly always enough nurses
on duty
77%
74%
80%
56%
69%
89%
899
16
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q41
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Hospital care and treatment (part 1 of 2)
Q45 Patient did not think hospital staff
deliberately misinformed them
Q46 Patient never thought they were given
conflicting information
Q47 All staff asked patient what name they
preferred to be called by
Q48 Always given enough privacy when
discussing condition/treatment
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Patient did not think hospital staff
deliberately misinformed them
90%
88%
92%
86%
91%
95%
902
Q46
Patient never thought they were given
conflicting information
78%
75%
81%
77%
83%
94%
907
Q47
All staff asked patient what name they
preferred to be called by
55%
52%
58%
50%
67%
85%
893
Q48
Always given enough privacy when
discussing condition/treatment
87%
85%
89%
83%
89%
96%
905
17
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q45
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Hospital care and treatment (part 2 of 2)
Q49 Always given enough privacy when
being examined or treated
Q50 Patient was able to discuss worries or
fears with staff during visit
Q51 Hospital staff did everything to help
control pain all of the time
Q52 Always treated with respect and dignity
by staff
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Always given enough privacy when
being examined or treated
95%
94%
97%
93%
96%
100%
904
Q50
Patient was able to discuss worries or
fears with staff during visit
71%
68%
74%
60%
70%
80%
815
Q51
Hospital staff did everything to help
control pain all of the time
89%
87%
91%
83%
88%
95%
787
Q52
Always treated with respect and dignity
by staff
89%
87%
91%
81%
88%
94%
907
18
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q49
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Information given to you before leaving hospital and home support
Q53 Given clear written information about
what should / should not do post discharge
Q54 Staff told patient who to contact if
worried post discharge
Q55 Family definitely given all information
needed to help care at home
Q56 Patient definitely given enough care
from health or social services
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
89%
87%
91%
82%
88%
100%
831
Q54
Staff told patient who to contact if
worried post discharge
96%
95%
97%
92%
96%
100%
868
Q55
Family definitely given all information
needed to help care at home
66%
63%
70%
56%
65%
80%
737
Q56
Patient definitely given enough care from
health or social services
56%
51%
60%
52%
65%
85%
487
19
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Question
Given clear written information about
Q53 what should / should not do post
discharge
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Hospital care as a day patient / outpatient
Q57 Staff definitely did everything to control
side effects of radiotherapy
Q58 Staff definitely did everything to control
side effects of chemotherapy
Q59 Staff definitely did everything they
could to help control pain
Q60 Hospital staff definitely gave patient
enough emotional support
Q62 Doctor had the right notes and other
documentation with them
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Staff definitely did everything to control
side effects of radiotherapy
78%
75%
81%
75%
83%
91%
739
Q58
Staff definitely did everything to control
side effects of chemotherapy
79%
77%
81%
78%
85%
98%
1,216
Q59
Staff definitely did everything they could
to help control pain
81%
79%
83%
79%
86%
93%
1,106
Q60
Hospital staff definitely gave patient
enough emotional support
68%
65%
70%
66%
76%
86%
1,244
Q62
Doctor had the right notes and other
documentation with them
95%
94%
96%
95%
98%
100%
1,600
20
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q57
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Care from your general practice
Q63 GP given enough information about
patient`s condition and treatment
Q64 Practice staff definitely did everything
they could to support patient
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
GP given enough information about
patient`s condition and treatment
96%
95%
97%
93%
97%
100%
1,545
Q64
Practice staff definitely did everything
they could to support patient
60%
57%
63%
62%
71%
83%
1,154
21
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q63
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Your overall NHS care
Q65 Hospital and community staff always
worked well together
Q67 Given the right amount of information
about condition and treatment
Q68 Patient offered written assessment and
care plan
Q69 Patient did not feel that they were
treated as a `set of cancer symptoms`
Q70 Patient`s rating of care `excellent`/
`very good`
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
< worse Percentage score better >
RPY
Lower 95%
confidence
interval
Upper 95%
confidence
interval
Threshold for
lowest scoring
20% of all Trusts
Threshold for
highest scoring
20% of all Trusts
Highest Trust's
percentage score
Number of
responders
for this Trust
Hospital and community staff always
worked well together
58%
56%
61%
60%
69%
83%
1,623
Q67
Given the right amount of information
about condition and treatment
89%
87%
90%
86%
90%
98%
1,609
Q68
Patient offered written assessment and
care plan
20%
17%
22%
18%
27%
45%
1,393
Q69
Patient did not feel that they were
treated as a `set of cancer symptoms`
78%
76%
80%
78%
84%
93%
1,695
Q70
Patient`s rating of care `excellent`/ `very
good`
92%
90%
93%
86%
92%
97%
1,690
22
Scored % in
highest/lowest 20%
of Trusts 2014
2014 Percentage
for this Trust
Q65
Question
100%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Comparisons by tumour group for this Trust
The following tables show the Trust and the national percentage scores for each question broken down by
tumour group. Where a cell in the table is blank this indicates that the number of patients in that group was
below 20 and too small to display.
Seeing your GP
Q1. Saw GP once/twice
before being told had
to go to hospital
Q2. Patient thought
they were seen as soon
as necessary
Q4. Patient's health
got better or remained
about the same while
waiting
This Trust
National
This Trust
National
This Trust
National
Breast
90%
92%
86%
91%
88%
93%
Colorectal / Lower Gastro
71%
69%
79%
80%
77%
75%
Lung
55%
68%
70%
82%
62%
76%
Prostate
74%
77%
83%
86%
95%
89%
Cancer type
Brain / CNS
61%
78%
64%
Gynaecological
64%
73%
77%
80%
67%
72%
Haematological
51%
64%
74%
82%
61%
68%
Head and Neck
67%
75%
69%
77%
75%
79%
Sarcoma
54%
59%
74%
70%
68%
63%
Skin
79%
90%
75%
85%
86%
94%
Upper Gastro
63%
68%
77%
78%
68%
68%
Urological
85%
79%
85%
84%
78%
86%
Other Cancers
67%
68%
73%
78%
70%
73%
All Cancers
69%
75%
78%
83%
74%
80%
23
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Diagnostic tests
Q6. Staff gave
complete explanation
of purpose of test(s)
Q7. Staff explained
completely what
would be done during
test
Q8. Given easy to
understand written
information about test
Q9. Given complete
explanation of test
results in an
understandable way
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
93%
87%
91%
88%
90%
88%
82%
82%
Colorectal / Lower Gastro
90%
84%
92%
88%
93%
89%
71%
80%
Lung
86%
84%
95%
88%
91%
87%
73%
77%
Prostate
93%
86%
94%
88%
95%
89%
80%
79%
Cancer type
Brain / CNS
80%
85%
82%
73%
Gynaecological
90%
81%
92%
85%
91%
86%
80%
75%
Haematological
87%
83%
87%
87%
89%
84%
72%
75%
Head and Neck
77%
83%
83%
86%
83%
84%
73%
77%
Sarcoma
90%
82%
90%
86%
92%
84%
78%
75%
Skin
89%
88%
82%
88%
76%
88%
74%
83%
Upper Gastro
89%
83%
94%
87%
91%
87%
78%
77%
Urological
83%
82%
82%
86%
89%
87%
75%
78%
Other Cancers
83%
81%
89%
85%
92%
87%
73%
75%
All Cancers
88%
84%
90%
87%
91%
87%
76%
78%
24
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Finding out what was wrong with you
Q11. Patient told they
could bring a friend
when first told they
had cancer
Q12. Patient felt they
were told sensitively
that they had cancer
Q13. Patient
completely understood
the explanation of
what was wrong
Q14. Patient given
written information
about the type of
cancer they had
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
81%
82%
87%
88%
79%
79%
75%
77%
Colorectal / Lower Gastro
65%
80%
74%
85%
70%
78%
66%
71%
Lung
61%
76%
75%
82%
73%
75%
61%
64%
Prostate
75%
76%
81%
84%
80%
78%
77%
80%
Cancer type
Brain / CNS
83%
81%
64%
61%
Gynaecological
68%
70%
75%
80%
68%
72%
58%
67%
Haematological
61%
69%
75%
83%
46%
58%
66%
74%
Head and Neck
73%
71%
95%
86%
77%
75%
67%
64%
Sarcoma
81%
71%
80%
79%
66%
62%
60%
58%
Skin
63%
64%
76%
87%
57%
79%
61%
81%
Upper Gastro
69%
75%
80%
81%
73%
72%
67%
66%
Urological
55%
70%
73%
81%
55%
76%
50%
69%
Other Cancers
69%
71%
78%
81%
67%
71%
62%
59%
All Cancers
70%
75%
80%
84%
68%
73%
67%
72%
25
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Deciding the best treatment for you
Q15. Patient given a
choice of different
types of treatment
Q16. Patient’s views
definitely taken into
account by doctors and
nurses discussing
treatment
Q17. Possible side
effects explained in an
understandable way
Q18. Patient given
written information
about side effects
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
88%
89%
75%
73%
75%
79%
88%
90%
Colorectal / Lower Gastro
85%
84%
69%
73%
75%
78%
88%
83%
Lung
80%
84%
69%
71%
67%
76%
86%
82%
Prostate
91%
91%
79%
73%
74%
74%
81%
83%
Cancer type
Brain / CNS
88%
67%
75%
79%
Gynaecological
75%
82%
64%
70%
75%
77%
82%
84%
Haematological
76%
84%
66%
70%
66%
72%
81%
81%
Head and Neck
92%
85%
66%
72%
73%
73%
79%
76%
Sarcoma
81%
78%
74%
66%
80%
76%
86%
75%
Skin
100%
86%
64%
77%
46%
73%
61%
69%
Upper Gastro
81%
83%
66%
70%
81%
76%
86%
83%
Urological
83%
81%
59%
68%
63%
70%
73%
73%
Other Cancers
78%
79%
65%
65%
69%
72%
82%
78%
All Cancers
83%
86%
69%
71%
72%
75%
84%
82%
Q19. Patient definitely
told about treatment
side effects that could
affect them in the
future
Q20. Patient definitely
involved in decisions
about care and
treatment
This Trust
National
This Trust
National
Breast
58%
60%
78%
74%
Colorectal / Lower Gastro
52%
57%
70%
74%
Lung
55%
54%
70%
72%
Prostate
64%
66%
78%
75%
Cancer type
Brain / CNS
58%
71%
Gynaecological
50%
53%
68%
72%
Haematological
51%
51%
70%
72%
Head and Neck
54%
60%
81%
72%
Sarcoma
64%
53%
75%
70%
Skin
42%
58%
71%
78%
Upper Gastro
53%
54%
74%
71%
Urological
57%
48%
68%
68%
Other Cancers
48%
50%
67%
68%
All Cancers
54%
56%
73%
72%
26
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Clinical Nurse Specialist
Q21. Patient given the
name of the CNS in
charge of their care
Q22. Patient finds it
easy to contact their
CNS
Q23. CNS definitely
listened carefully the
last time spoken to
Q24. Get
understandable
answers to important
questions all/most of
the time
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
89%
93%
64%
71%
86%
91%
88%
91%
Colorectal / Lower Gastro
98%
91%
70%
77%
95%
92%
95%
91%
Lung
95%
92%
68%
75%
89%
91%
88%
89%
Prostate
79%
88%
68%
72%
89%
91%
93%
90%
Cancer type
Brain / CNS
91%
71%
89%
90%
Gynaecological
95%
93%
57%
71%
86%
90%
87%
89%
Haematological
94%
87%
67%
75%
90%
92%
89%
91%
Head and Neck
95%
86%
72%
73%
88%
91%
91%
90%
Sarcoma
91%
85%
70%
73%
95%
91%
95%
89%
Skin
92%
85%
78%
80%
95%
92%
88%
92%
Upper Gastro
93%
91%
71%
74%
93%
91%
88%
91%
Urological
90%
79%
58%
72%
86%
91%
82%
90%
Other Cancers
89%
83%
64%
70%
85%
90%
88%
90%
All Cancers
92%
89%
66%
73%
89%
91%
89%
91%
27
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Support for people with cancer
Q25. Hospital staff
gave information
about support groups
Q26. Hospital staff
gave information
about impact cancer
could have on
work/education
Q27. Hospital staff
gave information on
getting financial help
Q28. Hospital staff told
patient they could get
free prescriptions
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
85%
89%
76%
78%
49%
58%
79%
77%
Colorectal / Lower Gastro
82%
83%
67%
76%
49%
52%
84%
81%
Lung
84%
84%
71%
74%
67%
70%
89%
83%
Prostate
90%
85%
77%
78%
31%
41%
86%
74%
Cancer type
Brain / CNS
82%
74%
65%
75%
Gynaecological
72%
83%
68%
72%
43%
56%
82%
74%
Haematological
81%
82%
66%
77%
46%
55%
78%
82%
Head and Neck
81%
84%
84%
76%
68%
55%
95%
81%
Sarcoma
82%
80%
88%
75%
61%
53%
82%
74%
Skin
60%
84%
55%
72%
41%
49%
62%
56%
Upper Gastro
85%
83%
72%
75%
56%
55%
89%
80%
Urological
73%
69%
67%
63%
22%
33%
79%
65%
Other Cancers
73%
79%
71%
66%
44%
52%
80%
76%
All Cancers
81%
83%
72%
75%
50%
54%
82%
78%
28
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Cancer research
Q29. Patient has seen
information about
cancer research in the
hospital
Q30. Taking part in
cancer research
discussed with patient
Q31. Patient has taken
part in cancer research
This Trust
National
This Trust
National
This Trust
National
Breast
93%
88%
58%
35%
70%
59%
Colorectal / Lower Gastro
97%
86%
69%
29%
78%
61%
Lung
94%
88%
76%
30%
72%
58%
Prostate
92%
85%
70%
34%
76%
58%
Cancer type
Brain / CNS
85%
37%
75%
Gynaecological
97%
86%
51%
29%
73%
64%
Haematological
94%
88%
51%
37%
69%
71%
Head and Neck
92%
88%
74%
34%
92%
69%
Sarcoma
93%
86%
44%
35%
61%
64%
Skin
88%
80%
56%
17%
Upper Gastro
97%
88%
53%
34%
71%
63%
Urological
89%
78%
47%
14%
81%
58%
Other Cancers
94%
88%
63%
35%
73%
63%
All Cancers
94%
86%
58%
31%
72%
63%
29
59%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Operations
Q33. Staff gave
complete explanation
of what would be done
Q34. Patient given
written information
about the operation
Q35. Staff explained
how operation had
gone in
understandable way
This Trust
National
This Trust
National
This Trust
National
Breast
93%
90%
88%
84%
79%
78%
Colorectal / Lower Gastro
80%
87%
70%
73%
77%
82%
Cancer type
Lung
Prostate
89%
91%
Brain / CNS
88%
68%
97%
83%
84%
75%
85%
61%
75%
71%
Gynaecological
87%
87%
73%
77%
80%
79%
Haematological
87%
84%
71%
64%
63%
75%
86%
53%
65%
65%
77%
Head and Neck
Sarcoma
90%
84%
65%
56%
88%
78%
Skin
71%
89%
67%
70%
88%
79%
Upper Gastro
89%
89%
75%
75%
73%
79%
Urological
93%
86%
63%
73%
72%
74%
Other Cancers
93%
85%
76%
65%
86%
75%
All Cancers
90%
88%
79%
76%
79%
78%
30
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Hospital Doctors
Q37. Got
understandable
answers to important
questions all/most of
the time
Q38. Patient had
confidence and trust in
all doctors treating
them
Q39. Doctors did not
talk in front of patient
as if they were not
there
Q40. Patient's family
definitely had
opportunity to talk to
doctor
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
86%
85%
87%
86%
91%
90%
76%
71%
Colorectal / Lower Gastro
87%
84%
81%
86%
85%
81%
74%
67%
Lung
87%
78%
91%
82%
88%
80%
82%
66%
Prostate
97%
83%
91%
87%
97%
86%
72%
69%
Cancer type
Brain / CNS
77%
81%
79%
60%
Gynaecological
88%
84%
92%
86%
82%
86%
69%
67%
Haematological
81%
82%
82%
82%
87%
82%
69%
68%
Head and Neck
79%
83%
85%
85%
85%
82%
72%
70%
Sarcoma
88%
82%
92%
84%
82%
81%
78%
68%
Skin
89%
89%
90%
89%
85%
56%
72%
Upper Gastro
82%
81%
88%
83%
86%
78%
83%
65%
Urological
79%
79%
83%
85%
81%
81%
69%
61%
Other Cancers
88%
79%
89%
79%
86%
83%
81%
65%
All Cancers
85%
83%
87%
85%
87%
84%
75%
67%
31
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Ward Nurses
Q41. Got
understandable
answers to important
questions all/most of
the time
Q42. Patient had
confidence and trust in
all ward nurses
Q43. Nurses did not
talk in front of patient
as if they were not
there
Q44. Always / nearly
always enough nurses
on duty
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
85%
78%
78%
73%
89%
89%
80%
66%
Colorectal / Lower Gastro
76%
75%
71%
67%
77%
82%
65%
56%
Lung
81%
75%
79%
70%
86%
82%
67%
61%
Prostate
94%
79%
88%
74%
94%
87%
91%
68%
Cancer type
Brain / CNS
66%
69%
78%
61%
Gynaecological
87%
76%
82%
69%
85%
85%
78%
61%
Haematological
87%
78%
80%
72%
91%
85%
73%
59%
Head and Neck
82%
73%
68%
67%
94%
82%
74%
60%
Sarcoma
82%
79%
77%
69%
80%
83%
78%
63%
Skin
88%
80%
70%
79%
87%
75%
76%
Upper Gastro
83%
73%
86%
67%
90%
82%
81%
57%
Urological
79%
74%
79%
72%
89%
85%
68%
62%
Other Cancers
83%
71%
81%
66%
87%
84%
81%
56%
All Cancers
84%
76%
79%
71%
88%
85%
77%
62%
32
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Hospital care and treatment
Q45. Patient did not
think hospital staff
deliberately
misinformed them
Q46. Patient never
thought they were
given conflicting
information
Q47. All staff asked
patient what name
they preferred to be
called by
Q48. Always given
enough privacy when
discussing condition or
treatment
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
91%
91%
79%
82%
51%
54%
88%
87%
Colorectal / Lower Gastro
83%
87%
73%
78%
55%
64%
85%
84%
Lung
95%
85%
69%
77%
51%
65%
74%
82%
Prostate
94%
91%
91%
84%
58%
57%
94%
86%
Cancer type
Brain / CNS
82%
74%
59%
80%
Gynaecological
88%
88%
77%
79%
51%
58%
89%
83%
Haematological
90%
87%
73%
76%
53%
62%
79%
86%
Head and Neck
88%
88%
82%
79%
55%
60%
91%
86%
Sarcoma
95%
87%
83%
74%
66%
60%
93%
86%
Skin
85%
93%
53%
95%
90%
Upper Gastro
88%
84%
76%
73%
71%
69%
92%
84%
Urological
81%
88%
71%
82%
48%
64%
92%
84%
Other Cancers
90%
85%
86%
73%
58%
60%
83%
81%
All Cancers
90%
88%
78%
79%
55%
60%
87%
85%
86%
Q49. Always given
enough privacy when
being examined or
treated
Q50. Patient was able
to discuss worries or
fears with staff during
visit
Q51. Hospital staff did
everything to help
control pain all of the
time
Q52. Always treated
with respect and
dignity by staff
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
97%
95%
71%
66%
90%
88%
87%
86%
Colorectal / Lower Gastro
96%
94%
67%
64%
78%
85%
79%
82%
Lung
95%
94%
63%
62%
86%
84%
98%
84%
Prostate
94%
94%
71%
67%
90%
88%
97%
86%
Cancer type
Brain / CNS
92%
58%
84%
82%
Gynaecological
95%
94%
74%
64%
93%
85%
87%
84%
Haematological
88%
94%
75%
67%
89%
86%
87%
86%
Head and Neck
94%
94%
69%
63%
90%
83%
85%
84%
Sarcoma
98%
94%
79%
65%
93%
86%
90%
85%
Skin
95%
95%
79%
72%
86%
90%
88%
Upper Gastro
98%
95%
73%
65%
94%
84%
91%
83%
Urological
98%
94%
49%
63%
75%
82%
92%
84%
Other Cancers
94%
94%
68%
60%
90%
84%
94%
83%
All Cancers
95%
95%
71%
65%
89%
86%
89%
84%
33
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Information given to you before you left hospital and home support
Q53. Given clear
written information
about what should /
should not do post
discharge
Q54. Staff told patient
who to contact if
worried post discharge
Q55. Family definitely
given all information
needed to help care at
home
Q56. Patient definitely
given enough care
from health or social
services
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
91%
91%
96%
97%
64%
61%
49%
59%
Colorectal / Lower Gastro
89%
84%
89%
95%
62%
62%
63%
67%
Lung
83%
81%
97%
93%
54%
59%
56%
59%
Prostate
93%
86%
97%
94%
75%
62%
50%
53%
Cancer type
Brain / CNS
82%
91%
62%
54%
Gynaecological
76%
86%
96%
95%
60%
58%
65%
55%
Haematological
90%
82%
97%
96%
71%
63%
53%
59%
Head and Neck
93%
85%
97%
93%
76%
63%
44%
53%
Sarcoma
88%
79%
97%
93%
73%
58%
59%
57%
Skin
79%
87%
100%
94%
Upper Gastro
91%
79%
99%
94%
70%
60%
64%
60%
Urological
93%
82%
93%
89%
76%
55%
46%
51%
Other Cancers
86%
80%
96%
92%
64%
55%
58%
59%
All Cancers
89%
85%
96%
94%
66%
60%
56%
59%
34
64%
59%
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Hospital care as a day patient / outpatient
Q57. Staff definitely
did everything to
control side effects of
radiotherapy
Q58. Staff definitely
did everything to
control side effects of
chemotherapy
Q59. Staff definitely
did everything they
could to help control
pain
Q60. Hospital staff
definitely gave patient
enough emotional
support
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
79%
80%
81%
82%
82%
83%
65%
67%
Colorectal / Lower Gastro
76%
78%
75%
81%
72%
82%
66%
71%
Lung
72%
77%
78%
83%
79%
82%
74%
71%
Prostate
75%
81%
73%
81%
83%
80%
75%
71%
Cancer type
Brain / CNS
78%
76%
83%
64%
Gynaecological
76%
81%
84%
83%
82%
82%
71%
69%
Haematological
83%
79%
78%
82%
77%
84%
65%
72%
Head and Neck
79%
79%
83%
82%
84%
84%
72%
70%
Sarcoma
85%
78%
84%
81%
95%
83%
82%
70%
Skin
100%
77%
67%
79%
83%
78%
80%
74%
Upper Gastro
82%
78%
79%
80%
86%
82%
72%
69%
Urological
73%
76%
79%
77%
76%
76%
60%
69%
Other Cancers
72%
74%
79%
80%
80%
79%
61%
65%
All Cancers
78%
79%
79%
81%
81%
82%
68%
70%
Q62. Doctor had the
right notes and other
documentation with
them
Cancer type
This Trust
National
Breast
92%
96%
Colorectal / Lower Gastro
98%
96%
Lung
94%
96%
Prostate
99%
96%
Brain / CNS
94%
Gynaecological
94%
96%
Haematological
97%
97%
Head and Neck
100%
96%
Sarcoma
96%
94%
Skin
96%
95%
Upper Gastro
97%
95%
Urological
98%
96%
Other Cancers
92%
95%
All Cancers
95%
96%
35
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Care from your general practice
Q63. GP given enough
information about
patient's condition and
treatment
Q64. Practice staff
definitely did
everything they could
to support patient
This Trust
National
This Trust
National
Breast
98%
96%
60%
66%
Colorectal / Lower Gastro
94%
95%
57%
66%
Lung
93%
95%
55%
68%
Prostate
96%
95%
68%
72%
Cancer type
Brain / CNS
89%
55%
Gynaecological
92%
94%
66%
65%
Haematological
97%
96%
57%
64%
Head and Neck
100%
94%
81%
64%
Sarcoma
100%
95%
61%
60%
Skin
92%
95%
61%
71%
Upper Gastro
93%
94%
64%
69%
Urological
93%
94%
52%
68%
Other Cancers
94%
94%
58%
64%
All Cancers
96%
95%
60%
66%
36
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Your overall NHS care
Q65. Hospital and
community staff
always worked well
together
Q67. Given the right
amount of information
about condition and
treatment
Q68. Patient offered
written assessment
and care plan
Q69. Patient did not
feel that they were
treated as 'a set of
cancer symptoms'
This Trust
National
This Trust
National
This Trust
National
This Trust
National
Breast
59%
63%
87%
88%
21%
22%
78%
79%
Colorectal / Lower Gastro
50%
62%
88%
89%
15%
25%
71%
83%
Lung
56%
65%
95%
87%
19%
21%
77%
79%
Prostate
64%
66%
91%
89%
16%
20%
86%
83%
Cancer type
Brain / CNS
51%
83%
21%
76%
Gynaecological
61%
61%
79%
86%
20%
20%
78%
81%
Haematological
57%
66%
89%
90%
22%
24%
79%
83%
Head and Neck
67%
63%
92%
87%
19%
24%
85%
81%
Sarcoma
66%
57%
86%
86%
21%
21%
82%
79%
Skin
52%
68%
88%
91%
14%
21%
75%
89%
Upper Gastro
57%
61%
89%
87%
21%
23%
78%
79%
Urological
58%
64%
86%
88%
22%
19%
75%
83%
Other Cancers
58%
57%
92%
85%
15%
18%
79%
76%
All Cancers
58%
63%
89%
88%
20%
22%
78%
81%
Q70. Patient’s rating of
care ‘excellent’/’very
good’
Cancer type
This Trust
National
Breast
92%
90%
Colorectal / Lower Gastro
90%
89%
Lung
93%
88%
Prostate
92%
87%
Brain / CNS
86%
Gynaecological
85%
88%
Haematological
92%
92%
Head and Neck
87%
89%
Sarcoma
96%
89%
Skin
89%
89%
Upper Gastro
95%
87%
Urological
89%
86%
Other Cancers
92%
86%
All Cancers
92%
89%
37
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
YEAR ON YEAR SCORES FOR COMPARABLE QUESTIONS
Set out below are scores for each comparable question in the Cancer Patient Experience Surveys
between 2010 and 2014 for this Trust.
The scoring system is the same each year for most questions. If a score in a year is statistically
significantly different from the previous year, then it is indicated as such by a green colouring of the
percentage on top of the bar if the score is higher, or a red percentage if the score is lower than the
previous year. If the score in 2014 is significantly higher or lower than in 2010 for the Trust, then an
asterisk has been placed on top of the bar for 2014.
Some questions in the survey are not scored as they are indicator questions showing what happened
to a patient. These are: Q3 (time elapsed before seeing hospital Dr); Q5 (had tests); Q10 (who told you
that you had cancer); Q32 (had an operation); Q36 (had an op or stayed overnight in last year); Q61
(had an outpatient appointment in last year); and Q66 (had treatment by one of these professionals).
These questions are reported in the year on year charts below but no significance tests have been used
to measure change from one year to the next, as they are indicators of volume of activity or time
which are not direct measures of Trust performance.
Some questions have no values for some earlier years as they were introduced in to the survey after
2010.
38
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q1 Saw GP once/twice before being told had to go to hospital
100%
90%
80%
70%
69%
68%
68%
69%
2010
2012
2013
2014
60%
50%
40%
30%
20%
10%
0%
Q2 Patient thought they were seen as soon as necessary
100%
90%
80%
77%
80%
81%
78%
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
39
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q3 Patient seen by hospital doctor within 3 months
(indicator question)
100%
96%
95%
95%
2012
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q4 Patient's health got better or remained about the same while
waiting
100%
90%
80%
74%
77%
75%
74%
2010
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
40
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q5 Had diagnostic test(s) for cancer in the last 12 months
(indicator question)
100%
90%
87%
87%
88%
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q6 Staff gave complete explanation of purpose of test(s)
100%
90%
84%
*
87%
87%
88%
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
41
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q7 Staff explained completely what would be done during test
100%
90%
86%
*
89%
89%
90%
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q8 Given easy to understand written information about test
100%
90%
89%
92%
91%
91%
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
42
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q9 Given complete explanation of test results in understandable
way
100%
90%
80%
77%
77%
77%
76%
2010
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
Q10 Patient first told they had cancer by a hospital doctor
(indicator question)
100%
94%
94%
94%
2012
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
43
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q11 Patient told they could bring a friend when first told they had
cancer
100%
90%
80%
70%
66%
68%
66%
2010
2012
2013
*
70%
60%
50%
40%
30%
20%
10%
0%
2014
Q12 Patient felt they were told sensitively that they had cancer
100%
90%
80%
79%
81%
2010
2012
77%
80%
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
44
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q13 Patient completely understood the explanation of what was
wrong
100%
90%
80%
70%
69%
71%
69%
68%
2012
2013
2014
60%
50%
40%
30%
20%
10%
0%
2010
Q14 Patient given written information about the type of cancer they
had
100%
90%
80%
70%
66%
68%
65%
67%
2010
2012
2013
2014
60%
50%
40%
30%
20%
10%
0%
45
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q15 Patient given a choice of different types of treatment
100%
90%
81%
84%
83%
83%
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q16 Patient’s views definitely taken into account by doctors and
nurses discussing treatment
100%
90%
80%
70%
70%
69%
69%
2012
2013
2014
60%
50%
40%
30%
20%
10%
0%
2010
46
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q17 Possible side effects explained in an understandable way
100%
90%
80%
73%
74%
73%
72%
2010
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
Q18 Patient given written information about side effects
100%
90%
82%
83%
2010
2012
86%
84%
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
47
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q19 Patient definitely told about treatment side effects that could
affect them in the future
100%
90%
80%
70%
60%
55%
54%
2013
2014
50%
40%
30%
20%
10%
0%
2010
2012
Q20 Patient definitely involved in decisions about care and
treatment
100%
90%
80%
74%
72%
73%
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
48
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q21 Patient given the name of the CNS in charge of their care
100%
90%
*
87%
89%
90%
92%
2010
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
Q22 Patient finds it easy to contact their CNS
100%
90%
80%
72%
70%
*
69%
67%
66%
2012
2013
2014
60%
50%
40%
30%
20%
10%
0%
2010
49
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q23 CNS definitely listened carefully the last time spoken to
100%
90%
90%
90%
88%
89%
2010
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
Q24 Get understandable answers to important questions all/most of
the time
100%
91%
91%
88%
89%
2010
2012
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
50
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q25 Hospital staff gave information about support groups
100%
90%
80%
76%
78%
78%
2010
2012
2013
*
81%
70%
60%
50%
40%
30%
20%
10%
0%
2014
Q26 Hospital staff gave information about impact cancer could have
on work/education
100%
90%
80%
70%
72%
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
2012
51
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q27 Hospital staff gave information on getting financial help
100%
90%
80%
70%
60%
50%
48%
51%
48%
50%
2010
2012
2013
2014
40%
30%
20%
10%
0%
Q28 Hospital staff told patient they could get free prescriptions
100%
90%
79%
80%
*
83%
82%
2013
2014
70%
60%
58%
50%
40%
30%
20%
10%
0%
2010
2012
52
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q29 Patient has seen information about cancer research in the
hospital
100%
93%
94%
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
2012
Q30 Taking part in cancer research discussed with patient
100%
90%
80%
70%
61%
62%
2012
2013
60%
58%
50%
40%
30%
20%
10%
0%
2010
53
2014
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q31 Patient has taken part in cancer research
100%
90%
80%
72%
72%
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
2012
Q32 Had an operation during the last 12 months
(indicator question)
100%
90%
80%
70%
60%
50%
42%
40%
39%
40%
2013
2014
30%
20%
10%
0%
2010
2012
54
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q33 Staff gave complete explanation of what would be done
100%
90%
86%
*
89%
87%
90%
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q34 Patient given written information about the operation
100%
90%
80%
70%
*
76%
77%
79%
2012
2013
2014
68%
60%
50%
40%
30%
20%
10%
0%
2010
55
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q35 Staff explained how operation had gone in understandable way
100%
90%
80%
76%
76%
2010
2012
79%
79%
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
Q36 Had an operation or overnight hospital stay during the last 12
months
100%
90%
80%
70%
60%
60%
55%
52%
2013
2014
50%
40%
30%
20%
10%
0%
2010
2012
56
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q37 Got understandable answers from Drs. to important questions
all/most of the time
100%
90%
84%
87%
87%
85%
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q38 Patient had confidence and trust in all doctors treating them
100%
90%
82%
87%
84%
*
87%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
2012
2013
57
2014
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q39 Doctors did not talk in front of patient as if they were not there
100%
90%
86%
86%
87%
87%
2010
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
Q40 Patient’s family definitely had opportunity to talk to doctor
100%
90%
80%
72%
74%
73%
75%
2010
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
58
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q41 Got understandable answers from Ward nurses to important
questions all/most of the time
100%
90%
80%
80%
*
85%
84%
84%
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q42 Patient had confidence and trust in all ward nurses
100%
90%
80%
70%
*
77%
76%
79%
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
59
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q43 Nurses did not talk in front of patient as if they were not there
100%
90%
89%
88%
88%
88%
2010
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
Q44 Always / nearly always enough nurses on duty
100%
90%
80%
71%
*
75%
76%
77%
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
60
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q45 Patient did not think hospital staff deliberately misinformed
them
100%
90%
87%
90%
88%
90%
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q46 Patient never thought they were given conflicting information
100%
90%
80%
76%
80%
77%
78%
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
2012
61
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q47 All staff asked patient what name they preferred to be called by
100%
90%
80%
70%
60%
52%
55%
47%
50%
40%
30%
20%
10%
0%
2010
2012
2013
2014
Q48 Always given enough privacy when discussing
condition/treatment
100%
90%
82%
*
86%
86%
87%
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
62
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q49 Always given enough privacy when being examined or treated
100%
92%
*
95%
96%
95%
2012
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q50 Patient was able to discuss worries or fears with staff during
visit
100%
90%
80%
70%
69%
71%
71%
2012
2013
2014
60%
50%
40%
30%
20%
10%
0%
2010
63
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q51 Hospital staff did everything to help control pain all of the time
100%
90%
87%
89%
89%
89%
2010
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
Q52 Always treated with respect and dignity by staff
100%
90%
*
86%
87%
88%
89%
2010
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
64
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q53 Given clear written information about what should / should not
do post discharge
100%
90%
*
87%
89%
82%
84%
2010
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
Q54 Staff told patient who to contact if worried post discharge
100%
*
94%
95%
95%
96%
2010
2012
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
65
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q55 Family definitely given all information needed to help care at
home
100%
90%
80%
70%
62%
65%
65%
66%
2012
2013
2014
60%
50%
40%
30%
20%
10%
0%
2010
Q56 Patient definitely given enough care from health or social
services
100%
90%
80%
70%
60%
54%
56%
57%
56%
2010
2012
2013
2014
50%
40%
30%
20%
10%
0%
66
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q57 Staff definitely did everything to control side effects of
radiotherapy
100%
90%
83%
80%
*
76%
76%
78%
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q58 Staff definitely did everything to control side effects of
chemotherapy
100%
90%
82%
80%
78%
78%
79%
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
2010
67
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q59 Staff definitely did everything they could to help control pain
100%
90%
*
85%
82%
83%
81%
2010
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
Q60 Hospital staff definitely gave patient enough emotional support
100%
90%
80%
70%
69%
67%
68%
68%
2010
2012
2013
2014
60%
50%
40%
30%
20%
10%
0%
68
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q61 Had an outpatients appointment in the last 12 months
100%
98%
97%
97%
2012
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
Q62 Doctor had the right notes and other documentation with them
100%
94%
95%
97%
95%
2010
2012
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
69
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q63 GP given enough information about patient`s condition and
treatment
100%
95%
96%
96%
96%
2010
2012
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Q64 Practice staff definitely did everything they could to support
patient
100%
90%
80%
70%
63%
61%
61%
60%
2010
2012
2013
2014
60%
50%
40%
30%
20%
10%
0%
70
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q65 Hospital and community staff always worked well together
100%
90%
80%
70%
60%
54%
*
58%
58%
58%
2012
2013
2014
50%
40%
30%
20%
10%
0%
2010
Q67 Given the right amount of information about condition and
treatment
100%
90%
88%
89%
88%
89%
2010
2012
2013
2014
80%
70%
60%
50%
40%
30%
20%
10%
0%
71
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q68 Patient offered written assessment and care plan
100%
90%
80%
70%
60%
50%
40%
30%
23%
22%
20%
2012
2013
2014
20%
10%
0%
2010
Q69 Patient did not feel that they were treated as a `set of cancer
symptoms`
100%
90%
80%
79%
79%
77%
78%
2010
2012
2013
2014
70%
60%
50%
40%
30%
20%
10%
0%
72
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
Q70 Patient`s rating of care `excellent`/ `very good`
100%
92%
91%
92%
2012
2013
2014
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2010
73
National Cancer Patient Experience Survey 2014
The Royal Marsden NHS Foundation Trust
The National Cancer Patient Experience Survey was undertaken by Quality Health, which
specialises in measuring patients’ experiences of hospital, primary care and mental health
services, using this information to improve the quality of health care and the responsiveness of
health services to patients and service users’ needs.
Quality Health works with all acute hospitals in England, all independent providers of hospital
care, all Health Boards in Scotland, Wales and Northern Ireland using rigorous survey methods to
evaluate the quality of services to patients, the outcomes of operative procedures and health gain,
and establish the views of NHS staff. Quality Health also works for international healthcare
Providers on 5 continents.
Quality Health is an approved contractor for the Care Quality Commission survey programmes of
patients and staff in the NHS and also undertakes data collection and survey systems for the
National Patient Reported Outcomes programme on behalf of NHS England. Quality Health has
headquarters in North Derbyshire.
Further information on the National Cancer Patient Experience Survey programme and the
2013/14 survey can be obtained at www.quality-health.co.uk
© Crown Copyright
Produced by NHS England
The text of this document may be reproduced without
formal permission or charge for personal or in-house use.
Published September 2014
www.quality-health.co.uk
E-mail [email protected]
74