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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. 3 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. 4 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. 5 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