Download Patient Guide - Cancer Centre London

Patient Guide
Experienced | Pioneering | Supportive
Contents
Coming to Cancer Centre London
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Our commitment to quality4
Chemotherapy5
Radiotherapy5
IP services5
Pharmacy 6
Physiotherapy 6
The Information Centre7
Breast care nurse7
Counselling and complementary therapies
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Nutritional support and advice8
Psychological support8
Patient contract - terms and conditions 9
Cancer registration 10
Your rights as a patient 11
If you have a complaint11
The Care Quality Commission12
Contacting us13
www.cancercentrelondon.co.uk
Welcome
We are delighted to welcome patients to
Cancer Centre London.
Coming to Cancer Centre London
If you decide you would like to arrange an outpatient appointment or procedure
with a consultant at Cancer Centre London, you will usually need a letter of referral
from your GP. As a private patient, it is your choice as to which hospital you are
treated at and by which Consultant so you may want to ask your GP or specialist
to specifically refer you to Cancer Centre London.
Situated in the heart of Wimbledon, South West London, the
Centre opened in 2003 after a £16 million build and refurbishment
programme and provides tailor-made outpatient and day case
treatments for patients undergoing treatment for cancer.
We recognise that coming into the Centre, especially for the first time, can be
an unfamiliar and sometimes daunting experience for some people so our aim
is to make your time at Cancer Centre London as easy, relaxed and comfortable
as possible.
We provide chemotherapy, radiotherapy, physiotherapy, psychological
support and complementary treatments. We are a private independent
facility, which together with Parkside Hospital in Wimbledon, Holly
House Hospital in Essex, Highgate Hospital in North London and
The Edinburgh Clinic in Scotland form Aspen Healthcare Limited.
On arrival, please report to the main reception. Your details will be taken in a
private area by one of our reception staff and we will explain to you the processes
of the Centre and what you can expect from us.
There is car parking available onsite and we are not in the London Congestion
Charge Zone.
Our commitment to quality
We aim to be the best and preferred provider of independent cancer services in
the communities we serve, drawing on a range of disciplines, professionalism
and teamwork to deliver the highest standards of tailor-made care and support
to patients and their families in a caring and dignified environment.
All our consultants are granted the right to practice at the Cancer Centre
on the basis of meeting exacting criteria overseen by our own Medical
Advisory Committee.
Cancer Centre London is registered under the Health and Social Care Act 2008
which governs all independent hospitals, centres, nursing homes and other
residential units and is independently audited by the Government’s Quality
Care Commission.
www.cancercentrelondon.co.uk
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Chemotherapy
The Centre provides a comfortable, caring and relaxed environment for patients who
need to undergo drug therapy for the treatment of their cancer.
If you are undergoing chemotherapy treatment, you will be introduced to one of our
team of dedicated and specialised oncology nurses on your first visit. These nurses
will see you through your course of therapy and discuss your treatment with you.
Time will be taken to fully explain all necessary detailed information you may need to
ensure you are fully informed about every aspect of your care.
Chemotherapy is used either as a treatment by itself or in combination with
radiotherapy. We offer the best protocols for our patients, and the latest treatments,
providing the much needed emotional support for them, and their families, whilst
receiving chemotherapy.
Radiotherapy
Radiotherapy is the localised treatment of cancer using ionizing radiation. The aim of
radiotherapy treatment is to destroy cancer cells whilst minimising the effects on the
healthy surrounding tissue. Radiotherapy treatment utilises high energy X-rays, similar
to those used for taking a conventional X-ray but with greater penetration. For tumours
found near the skin’s surface, there is an option of using less penetrating X-rays.
Undergoing radiotherapy treatment is a painless procedure. A course of radiotherapy
treatment involves two stages: a planning stage and the treatment itself. These two
phases utilise different but equally complex equipment.
IP services
Nearby Parkside Hospital provides a dedicated inpatient cancer ward for those
patients needing to spend time in hospital. Excellent teamwork and communication
between all those in the care of cancer patients ensures that patients’ treatment is
seamless throughout their time with us, whether they are being treated at the Centre,
the Hospital or at both sites.
In some cases your Consultant Oncologist may decide that you need to stay overnight
as part of your treatment in order to provide you with dedicated continuous care.
Reasons for this may include the need to administer chemotherapy drugs, blood
transfusion, blood tests or antibiotics – particularly if you experience problems with
your blood count during your treatment.
As an inpatient, you will be cared for by experienced oncology nurses working closely
with your Consultant Oncologist and other members of the oncology healthcare team.
You will also have access to the range of complementary therapies and other support
services offered at Cancer Centre London during your inpatient stay.
Pharmacy
The oncology pharmacy team at Cancer Centre London provides a safe, timely and
comprehensive chemotherapy and outpatient medicine dispensing service for cancer
patients. Our friendly team ensures an individualized, patient focused approach to
patient care, carried out by highly skilled and trained expert oncology pharmacy
staff. Our professional staff are able to meet the demands of all our patients, working
closely with other members of Cancer Centre London.
Treatment protocols are all evidence based and supported by the multidisciplinary
team. Options are tailored to the individual ensuring best practice in all aspects of
the service.
We counsel patients in all issues experienced during their treatment and we are able
to support them throughout their time at Cancer Centre London making sure patients
receive the best care at all times.
Physiotherapy
We have a dedicated Physiotherapist based at the Cancer Centre London to assist
patients through their cancer treatment journey and improve quality of life. The service
provides support for cancer related symptoms (for example pain, weakness, stiffness,
respiratory problems and general treatment fatigue) and empower patients through
various activity programmes to regain and maintain a balanced lifestyle and help
integration back to everyday life and occupation.
Patients are assessed on an individual basis and treatment goals are set in
accordance with the patients’ needs and where they are in their cancer treatment.
Individual treatments for musculoskeletal or orthopaedic related problems are offered
as well as exercise programmes and stretches for weakness, stiffness, pain and
general wellbeing. Patients can also join the Pilates classes offered on a group or
individual basis and there is an opportunity to attend hydrotherapy treatment
in the heated pool at Parkside Hospital, if appropriate.
Please contact us for further information or to book an appointment on
020 8971 8021.
www.cancercentrelondon.co.uk
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The Information Centre
Nutritional support and advice
The on-site Information Centre offers the facilities and support to access a wide
variety of resources through literature, leaflets, booklets, the internet, cancer
charities and local self-help groups. Financial advice can be provided when a
diagnosis of cancer is made as this may cause concern for patients and families.
Information on health, the benefits of exercise, diet and wellbeing are available
through free monthly lectures by experts in the field.
Often, patients find that when they are diagnosed and treated for cancer, many issues
and concerns are raised about their nutritional intake and dietary requirements. It is
extremely important that you maintain a healthy and balanced diet especially when
undergoing chemotherapy and/or radiotherapy. We can provide you with access to a
registered dietician, as well as supplying written information from a variety of relevant
organisations.
Advice on the role of the Centre’s psychological counselling staff can be provided
by our Information Co-ordinator and is arranged via the medical team.
Part of the expanding role of the Information Co-ordinator is to keep up to date
with the progress of cancer charities, to develop links with and attend regular
information network meetings, workshops and cancer charity conferences.
Maintaining a fresh approach to cancer information enables patients, their families
and friends to access the correct help from the sometimes overwhelming and
vast selection available to them.
Breast care nurse
Parkside Hospital runs a BUPA-accredited Breast Care Nurse Service which offers
additional support and advice to patients on specific issues surrounding the
diagnosis of breast cancer. The service includes specialist bra and prosthetic fitting,
offering a wide range of the latest products from the leading prosthetic companies.
This is considered an important aspect of aftercare for patients undergoing all
types of breast surgery and is available to any patients undergoing treatment at
Parkside Hospital and/or Cancer Centre London.
Counselling and complementary therapies
Psychological support
Patient Information Group
Our Patient Information Group meets once a month and is an open forum for patients,
their families and friends. It is an opportunity to meet others, to be updated on current
topics and to have an informal chat. Lectures by guest speakers are also available
followed by a question and answer session. These lectures cover specific topics such
as ‘diet and cancer’, ‘managing the emotional impact of cancer’ and ‘exercise and
cancer: combating fatigue through exercise’.
Meetings for Patients
A follow-up meeting has been established which enables patients on completion
of their radiotherapy or chemotherapy treatment to maintain links with the Centre.
Contact with these patients is maintained by regular phone calls. Daily visits are made
to the patients in the chemotherapy suite undergoing intra-venous treatment and their
information needs are addressed immediately.
Meeting for Relatives and Friends
Every two months a meeting is held specifically for relatives and friends of cancer
patients in order to give information and support in a confidential environment.
As part of our multi-disciplinary approach to cancer care, a wide range of support
services are also available to all patients during the course of their treatment.
Complementary therapies including aromatherapy, reflexology and therapeutic
massages are also available at the Centre both during and after your treatment.
Four complimentary sessions are included in your treatment plan.
www.cancercentrelondon.co.uk
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Patient contract – terms and conditions
Self-pay Patients
We welcome insured patients and those paying for their own treatment.
If you are paying for your own treatment the following applies.
Insured Patients (UK insurance companies)
Fixed Price Patients
Pre-authorisation
Payment is required in full at the start of your treatment as stated on your
agreement form.
Please ensure that your insurance is valid for the treatment you are undergoing.
You should contact your insurer to inform them of your forthcoming treatment at
the Centre and request that a claim form or pre-authorisation letter be sent to you.
If they have any queries, please do not hesitate to contact our Patient Liaison office
at Cancer Centre London on 020 8247 3406.
Other Self-Paying Patients
Claim Forms
If you are not receiving fixed price treatment, you will be asked to pay a
pre-notified deposit. An invoice will be sent to your home after discharge for the
full amount due, minus the deposit paid. If you require an interim account, please
telephone the Patient Liaison office on 020 8247 3406.
As soon as your treatment is completed, we will send our invoice and your claim
form direct to your insurance company. You may receive separate invoices from
your Consultant, which you should also forward to your insurance company.
Thames Cancer Registry
Group Schemes
If you are insured under a company health scheme, please arrange to bring with
you a group claim form or pre-authorisation letter. You should also ascertain from
your employer whether there are any restrictions that may apply.
Patient demographics, type of cancer, treatment and progress are submitted to
the Thames Cancer Registry which has been collating information on cancer for
over 50 years. The information registered is vital for research into cancer and we
ask you to inform your Consultant if you do not want information submitted to
the Thames Cancer Registry.
Cover
All items not covered by your insurance plan, such as take-home medication,
are charged separately.
Insured Patients (overseas insurance companies)
Cancer Centre London does not deal with any overseas insurers and you will
therefore be expected to pay for treatment yourself. A pre-advised deposit is
required prior to commencement of treatments. You will be required to pay the
remainder of your invoice in full upon receipt and will be given an itemised invoice
to present to your insurance company for reimbursement.
www.cancercentrelondon.co.uk
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Your rights as a patient
At Cancer Centre London, your care and comfort is paramount and we will try to
accommodate any special requirements you may have. This may involve arranging
an interpreter or observing your religious practices. We ask, wherever possible,
that you telephone us in advance with any specific request so we are able to
make your time at the Centre as positive and relaxed as possible.
We observe your rights under the Human Rights Act 1998 and believe you and
all patients within our care have the following rights:
• To seek advice regarding any concerns or queries you may have.
• To be given clear and full explanation of any proposed treatment before deciding
whether to consent to treatment.
• To ask a second opinion on your diagnosis and/or treatment.
• To have access to your own health records (under the Access to Health Records Act 1990).
• To be assured that entries within the health record are confidential.
• To raise suggestions and complaints about any aspect of the service you feel does not meet our high standards.
• To request any facilities not available which we will do our best to provide for you.
If you have a complaint
If you are unhappy with any aspect of your care or environment whilst at Cancer
Centre London, however small, please do not hesitate to speak to a member of
staff and we will do our best to put things right straightaway. If this cannot be
done or you are still not satisfied, we will arrange for the Cancer Centre Services
Manager or another senior manager to intervene and resolve your concerns.
After your visit to the Centre, you can direct written complaints to:
Cancer Centre Manager
Cancer Centre London
49 Parkside
Wimbledon
London SW19 5NB
Your letter will be acknowledged in writing within 2 working days and an
investigation will begin into your complaint. All complaints are taken seriously and
are handled openly and honestly in a bid to be fair to all concerned and conclude
matters as soon as possible.
You will receive our response within 21 working days. If our investigations take
longer, we will keep you informed. We always try to learn from a complaint and if
appropriate will adjust our working procedures to avoid similar complaints arising.
If you are not satisfied with our response, you may take this up with the Cancer
Centre Manager, who may arrange an appointment to meet with you or discuss
your concerns over the telephone. It is always our intention to resolve matters
amicably, but if you are still not satisfied you may then write to:
The Chief Executive
Aspen Healthcare
3rd Floor, Centurion House
37 Jewry Street
London EC3N 2ER
Alternatively, you may wish to contact the Care Quality Commission.
The Care Quality Commission
Cancer Centre London is bound by the Health and Social Care Act 2008.
The body which enforces the Act is the Care Quality Commission.
The Commission can be contacted via their website at www.cqc.org.uk or at
The Care Quality Commission
Citygate, Gallowgate
Newcastle upon Tyne NE1 4PA
Tel: 03000 616161
You may also gain access to previous inspection reports on Cancer Centre London
through the Commission.
www.cancercentrelondon.co.uk
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Contacting us
You can contact us in a number of ways.
If you would like to telephone, the Centre’s switchboard number is 020 8247 3351.
If you would like to make an outpatient appointment, please call 020 8247 3379.
If you are seeking information about the Centre, it is worthwhile visiting our website
at www.cancercentrelondon.co.uk which features general information on the Centre
and its services as well as our Consultant Oncologists practising at the Centre. There
is also the facility to make enquiries and comments about our services via email.
This guide is also available in large print. Please telephone the Cancer Centre
Services Manager on 020 8247 3364 for a copy.
Cancer Centre London
49 Parkside, Wimbledon
London SW19 5NB
Tel: 020 8247 3351
www.cancercentrelondon.co.uk
Part of Aspen Healthcare Ltd
Registered office: Centurion House, 37 Jewry Street, London EC3N 2ER
Registered in England No: 2140182. VAT Registration No: GB 744 0284 46
www.cancercentrelondon.co.uk
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49 Parkside, Wimbledon
London SW19 5NB
T: 020 8247 3351
F: 020 8247 3366
E: [email protected]
www.cancercentrelondon.co.uk
A Division of Aspen Healthcare Ltd