National Cancer Patient Experience Programme National Survey. Hampshire Hospitals NHS Foundation Trust. Published September 2014

Transcription

1 National Cancer Patient Experience Programme 2014 National Survey Hampshire Hospitals NHS Foundation Trust Published September 2014 The National Cancer Patient Experience Survey Programme is undertaken by Quality Health on behalf of NHS England

2 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 ; and "Everyone Counts", Planning for Patients 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 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

3 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. 1,041 eligible patients from this Trust were sent a survey, and 654 questionnaires were returned completed. This represents a response rate of 66% 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

4 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 2 of Trusts in 2014 a green section: scores for the highest-scoring 2 of Trusts in 2014 an amber section: scores for the remaining 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 2 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 2 of Trusts on that question and the lower threshold for the highest scoring 2 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 2 (cell coloured green) or lowest 2 (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

5 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 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 from August 2014; further details of survey development, nationally agreed methodology, and cognitive testing are also available at 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 5

6 Who responded to the survey at this Trust? 654 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 Breast Colorectal / Lower Gastrointestinal Lung Prostate Brain/Central Nervous System Gynaecological Haematological Head and Neck Sarcoma Skin Upper Gastrointestinal Urological Other Number of respondents* * 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: Missing Total Men Women Missing Total

7 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q1 Saw GP once/twice before being told had to go to hospital 75% 71% 79% 72% 79% 94% 509 Q2 Patient thought they were seen as soon as necessary 86% 83% 89% 81% 86% 91% 629 Q4 Patient's health got better or remained about the same while waiting 77% 83% 77% 83% 95% 630 7

8 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q6 Staff gave complete explanation of purpose of test(s) 85% 81% 88% 81% 86% 92% 517 Q7 Staff explained completely what would be done during test 89% 86% 92% 85% 89% 95% 533 Q8 Given easy to understand written information about test 89% 85% 92% 83% 95% 393 Q9 Given complete explanation of test results in understandable way 78% 74% 81% 75% 82% 91% 548 8

9 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q11 Patient told they could bring a friend when first told they had cancer 75% 71% 79% 71% 79% 88% 506 Q12 Patient felt they were told sensitively that they had cancer 85% 82% 88% 82% 87% 97% 640 Q13 Patient completely understood the explanation of what was wrong 72% 69% 76% 71% 76% 86% 641 Q14 Patient given written information about the type of cancer they had 72% 68% 76% 68% 76% 84% 546 9

10 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q15 Patient given a choice of different types of treatment 85% 89% 82% Patient s views definitely taken into Q16 account by doctors and nurses 66% 74% 69% 74% 85% 531 discussing treatment Q17 Possible side effects explained in an understandable way 76% 72% 79% 72% 78% 85% 591 Q18 Patient given written information about side effects 81% 78% 84% 78% 85% 583 Patient definitely told about treatment Q19 side effects that could affect them in the 49% 45% 54% 52% 59% 69% 524 future Q20 Patient definitely involved in decisions about care and treatment 71% 68% 75% 69% 76% 85%

11 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Patient given the name of the CNS in Q21 88% 85% 86% 92% 97% 603 charge of their care Q22 Patient finds it easy to contact their CNS 76% 72% 69% 92% 492 Q23 CNS definitely listened carefully the last time spoken to 92% 94% 93% 98% 516 Q24 Get understandable answers to important questions all/most of the time 94% 92% 96% 88% 93% 97%

12 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q25 Hospital staff gave information about support groups 76% 83% 79% 86% 96% 433 Hospital staff gave information about Q26 impact cancer could have on 75% 72% 78% 91% 281 work/education Q27 Hospital staff gave information on getting financial help 51% 45% 57% 48% 61% 84% 267 Q28 Hospital staff told patient they could get free prescriptions 86% 82% 73% 82% 93%

13 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q29 Patient has seen information about cancer research in the hospital 82% 79% 85% 82% 88% 96% 626 Q30 Taking part in cancer research discussed with patient 3 26% 33% 21% 35% 61% 593 Q31 Patient has taken part in cancer research 62% 55% 69% 55% 68%

14 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q33 Staff gave complete explanation of what would be done 86% 93% 85% 94% 336 Q34 Patient given written information about the operation 75% 71% 89% 317 Q35 Staff explained how operation had gone in understandable way 79% 74% 83% 74% 81% 92%

15 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q37 Got understandable answers to important questions all/most of the time 84% 81% 88% 79% 86% 95% 374 Q38 Patient had confidence and trust in all doctors treating them 86% 82% 89% 82% 88% 94% 403 Q39 Doctors did not talk in front of patient as if they were not there 85% 81% 88% 81% 87% 94% 403 Q40 Patient s family definitely had opportunity to talk to doctor 66% 75% 64% 71% 89%

16 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q41 Got understandable answers to important questions all/most of the time 75% 79% 71% 350 Q42 Patient had confidence and trust in all ward nurses 69% 65% 74% 66% 75% 88% 397 Q43 Nurses did not talk in front of patient as if they were not there 88% 85% 92% 81% 89% 93% 398 Q44 Always / nearly always enough nurses on duty 65% 56% 69% 89%

17 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q45 Patient did not think hospital staff deliberately misinformed them 89% 86% 92% 86% 91% 95% 397 Q46 Patient never thought they were given conflicting information 76% 84% 77% 83% 94% 398 Q47 All staff asked patient what name they preferred to be called by 66% 61% 71% 5 67% 85% 400 Q48 Always given enough privacy when discussing condition/treatment 84% 88% 83% 89% 96%

18 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q49 Always given enough privacy when being examined or treated 95% 92% 97% 93% 96% Q50 Patient was able to discuss worries or fears with staff during visit 63% 57% 68% 347 Q51 Hospital staff did everything to help control pain all of the time 85% 81% 89% 83% 88% 95% 337 Q52 Always treated with respect and dignity by staff 84% 87% 81% 88% 94%

19 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Given clear written information about Q53 what should / should not do post 84% 88% 82% 88% discharge Q54 Staff told patient who to contact if worried post discharge 96% 94% 98% 92% 96% Q55 Family definitely given all information needed to help care at home 61% 56% 66% 56% 65% 333 Q56 Patient definitely given enough care from health or social services 55% 47% 62% 52% 65% 85%

20 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q57 Staff definitely did everything to control side effects of radiotherapy % 83% 91% - Q58 Staff definitely did everything to control side effects of chemotherapy 82% 78% 86% 78% 85% 98% 377 Q59 Staff definitely did everything they could to help control pain 82% 78% 86% 79% 86% 93% 339 Q60 Hospital staff definitely gave patient enough emotional support 71% 66% 75% 66% 76% 86% 390 Q62 Doctor had the right notes and other documentation with them 96% 94% 97% 95% 98%

21 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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 < worse Percentage score better > RN5 Question Q63 GP given enough information about patient`s condition and treatment 94% 91% 96% 93% 97% Q64 Practice staff definitely did everything they could to support patient 66% 61% 71% 62% 71% 83%

22 Scored % in highest/lowest 2 of Trusts 2014 Number of responders for this Trust Highest Trust's percentage score Threshold for highest scoring 2 of all Trusts Threshold for lowest scoring 2 of all Trusts Upper 95% confidence interval Lower 95% confidence interval 2014 Percentage for this Trust National Cancer Patient Experience Survey 2014 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` < worse Percentage score better > RN5 Question Q65 Hospital and community staff always worked well together 56% 64% 69% 83% 599 Q67 Given the right amount of information about condition and treatment 87% 92% 86% 98% 588 Q68 Patient offered written assessment and care plan 12% 9% 15% 18% 27% 45% 520 Q69 Patient did not feel that they were treated as a `set of cancer symptoms` 83% 86% 78% 84% 93% 614 Q70 Patient`s rating of care `excellent`/ `very good` 91% 89% 93% 86% 92% 97%

23 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 Cancer type This Trust National This Trust National This Trust National Breast 93% 92% 92% 91% 95% 93% Colorectal / Lower Gastro 76% 69% 79% 73% 75% Lung 72% 68% 77% 82% 74% 76% Prostate 68% 77% 83% 86% 93% 89% Brain / CNS 61% 78% 64% Gynaecological 66% 73% 85% 58% 72% Haematological 65% 64% 91% 82% 73% 68% Head and Neck 75% 77% 79% Sarcoma 59% 63% Skin 85% 94% Upper Gastro 51% 68% 77% 78% 79% 68% Urological 79% 84% 83% 86% Other Cancers 71% 68% 84% 78% 69% 73% All Cancers 75% 75% 86% 83% 23

24 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 82% 87% 87% 88% 92% 88% 82% 82% Colorectal / Lower Gastro 91% 84% 93% 88% 89% 89% 79% Lung 78% 84% 86% 88% 75% 87% 71% 77% Prostate 87% 86% 81% 88% 89% 68% 79% Brain / CNS 85% 82% 73% Gynaecological 83% 81% 85% 91% 86% 59% 75% Haematological 76% 83% 85% 87% 92% 84% 77% 75% Head and Neck 83% 86% 84% 77% Sarcoma 82% 86% 84% 75% Skin 88% 88% 88% 83% Upper Gastro 91% 83% 93% 87% 89% 87% 89% 77% Urological 93% 82% 93% 86% 88% 87% 76% 78% Other Cancers 86% 81% 96% 85% 83% 87% 81% 75% All Cancers 85% 84% 89% 87% 89% 87% 78% 78% 24

25 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 81% 82% 88% 75% 79% 72% 77% Colorectal / Lower Gastro 85% 85% 78% 73% 71% Lung 68% 76% 69% 82% 78% 75% 61% 64% Prostate 77% 76% 86% 84% 75% 78% 64% Brain / CNS 83% 81% 64% 61% Gynaecological 52% 76% 52% 72% 59% 67% Haematological 74% 69% 84% 83% 62% 58% 74% Head and Neck 71% 86% 75% 64% Sarcoma 71% 79% 62% 58% Skin 64% 87% 79% 81% Upper Gastro 81% 75% 83% 81% 74% 72% 76% 66% Urological 67% 82% 81% 78% 76% 68% 69% Other Cancers 65% 71% 88% 81% 69% 71% 59% All Cancers 75% 75% 85% 84% 72% 73% 72% 72% 25

26 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 89% 89% 73% 84% 79% 87% Colorectal / Lower Gastro 82% 84% 68% 73% 79% 78% 83% Lung 92% 84% 66% 71% 81% 76% 94% 82% Prostate 76% 91% 68% 73% 64% 74% 66% 83% Brain / CNS 88% 67% 75% 79% Gynaecological 82% 82% 54% 68% 77% 78% 84% Haematological 87% 84% 67% 75% 72% 83% 81% Head and Neck 85% 72% 73% 76% Sarcoma 78% 66% 76% 75% Skin 86% 77% 73% 69% Upper Gastro 91% 83% 77% 81% 76% 89% 83% Urological 81% 61% 68% 67% 72% 73% Other Cancers 10 79% 66% 65% 66% 72% 73% 78% All Cancers 85% 86% 71% 76% 75% 81% 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 Cancer type This Trust National This Trust National Breast 55% 76% 74% Colorectal / Lower Gastro 51% 57% 77% 74% Lung 45% 54% 73% 72% Prostate 5 66% 64% 75% Brain / CNS 58% 71% Gynaecological 25% 53% 59% 72% Haematological 52% 51% 69% 72% Head and Neck 72% Sarcoma 53% Skin 58% 78% Upper Gastro 55% 54% 77% 71% Urological 43% 48% 61% 68% Other Cancers 46% 5 81% 68% All Cancers 49% 56% 71% 72% 26

27 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 88% 93% 81% 71% 88% 91% 94% 91% Colorectal / Lower Gastro 94% 91% 84% 77% 96% 92% 93% 91% Lung 97% 92% 64% 75% 81% 91% 92% 89% Prostate 66% 88% 65% 72% 88% 91% 87% Brain / CNS 91% 71% 89% Gynaecological 87% 93% 73% 71% 88% 88% 89% Haematological 86% 87% 75% 93% 92% 96% 91% Head and Neck 86% 73% 91% Sarcoma 85% 73% 91% 89% Skin 85% 92% 92% Upper Gastro 98% 91% 76% 74% 92% 91% 96% 91% Urological 88% 79% 72% 97% 91% 97% Other Cancers 76% 83% 63% 94% All Cancers 88% 89% 76% 73% 92% 91% 94% 91% 27

28 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 93% 89% 79% 78% 58% 58% 89% 77% Colorectal / Lower Gastro 85% 83% 81% 76% 49% 52% 86% 81% Lung 93% 84% 71% 74% 83% 93% 83% Prostate 56% 85% 58% 78% 23% 41% 92% 74% Brain / CNS 82% 74% 65% 75% Gynaecological 76% 83% 63% 72% 53% 56% 76% 74% Haematological 72% 82% 78% 77% 43% 55% 88% 82% Head and Neck 84% 76% 55% 81% Sarcoma 75% 53% 74% Skin 84% 72% 49% 56% Upper Gastro 83% 83% 84% 75% 67% 55% 89% Urological 41% 69% 71% 63% 26% 33% 75% 65% Other Cancers 68% 79% 44% 66% 42% 52% 73% 76% All Cancers 83% 75% 75% 51% 54% 86% 78% 28

29 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 Cancer type This Trust National This Trust National This Trust National Breast 81% 88% 36% 35% 59% 59% Colorectal / Lower Gastro 79% 86% 33% 29% 61% 61% Lung 85% 88% 17% 3 58% Prostate 79% 85% 34% 34% 58% Brain / CNS 85% 37% 75% Gynaecological 85% 86% 31% 29% 64% Haematological 91% 88% 31% 37% 67% 71% Head and Neck 88% 34% 69% Sarcoma 86% 35% 64% Skin 17% 59% Upper Gastro 85% 88% 4 34% 63% Urological 72% 78% 8% 14% 58% Other Cancers 78% 88% 37% 35% 63% All Cancers 82% 86% 3 31% 62% 63% 29

30 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 Cancer type This Trust National This Trust National This Trust National Breast 89% 79% 84% 73% 78% Colorectal / Lower Gastro 88% 87% 72% 73% 87% 82% Lung 89% 68% 75% Prostate 88% 84% 75% Brain / CNS 83% 61% 71% Gynaecological 75% 87% 47% 77% 79% Haematological 84% 64% 75% Head and Neck 86% 65% 77% Sarcoma 84% 56% 78% Skin 89% 79% Upper Gastro 97% 89% 83% 75% 88% 79% Urological 89% 86% 72% 73% 78% 74% Other Cancers 85% 65% 75% All Cancers 88% 75% 76% 79% 78% 30

31 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 86% 85% 82% 86% 86% 78% 71% Colorectal / Lower Gastro 86% 84% 91% 86% 87% 81% 68% 67% Lung 78% 82% 66% Prostate 92% 83% 92% 87% 92% 86% 81% 69% Brain / CNS 77% 81% 79% Gynaecological 84% 86% 86% 67% Haematological 85% 82% 87% 82% 82% 82% 74% 68% Head and Neck 83% 85% 82% Sarcoma 82% 84% 81% 68% Skin 89% 89% 85% 72% Upper Gastro 75% 81% 92% 83% 82% 78% 71% 65% Urological 79% 85% 85% 83% 81% 51% 61% Other Cancers 79% 76% 79% 83% 65% All Cancers 84% 83% 86% 85% 85% 84% 67% 31

32 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 76% 78% 69% 73% 89% 89% 72% 66% Colorectal / Lower Gastro 71% 75% 67% 67% 82% 59% 56% Lung 75% 82% 61% Prostate 87% 79% 88% 74% 92% 87% 88% 68% Brain / CNS 66% 69% 78% 61% Gynaecological 76% 69% 85% 61% Haematological 78% 78% 72% 81% 85% 63% 59% Head and Neck 73% 67% 82% Sarcoma 79% 69% 83% 63% Skin 79% 87% 76% Upper Gastro 77% 73% 65% 67% 87% 82% 61% 57% Urological 69% 74% 75% 72% 85% 73% 62% Other Cancers 85% 71% 66% 84% 55% 56% All Cancers 75% 76% 69% 71% 88% 85% 65% 62% 32

33 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 91% 81% 82% 62% 54% 82% 87% Colorectal / Lower Gastro 91% 87% 77% 78% 64% 92% 84% Lung 85% 77% 65% 82% Prostate 88% 91% 88% 84% 46% 57% 85% 86% Brain / CNS 82% 74% 59% Gynaecological 88% 79% 58% 83% Haematological 87% 87% 79% 76% 55% 62% 87% 86% Head and Neck 88% 79% 86% Sarcoma 87% 74% 86% Skin 93% 86% 53% Upper Gastro 97% 84% 86% 73% 68% 69% 87% 84% Urological 92% 88% 82% 85% 64% 85% 84% Other Cancers 85% 73% 81% All Cancers 89% 88% 79% 66% 84% 85% 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 93% 95% 55% 66% 89% 88% 84% 86% Colorectal / Lower Gastro 99% 94% 63% 64% 82% 85% 81% 82% Lung 94% 62% 84% 84% Prostate 92% 94% 75% 67% 10 88% 96% 86% Brain / CNS 92% 58% 84% 82% Gynaecological 94% 64% 85% 84% Haematological 92% 94% 67% 67% 66% 86% 79% 86% Head and Neck 94% 63% 83% 84% Sarcoma 94% 65% 86% 85% Skin 95% 72% 86% 88% Upper Gastro 97% 95% 77% 65% 94% 84% 87% 83% Urological 97% 94% 69% 63% 82% 82% 82% 84% Other Cancers 94% 58% 89% 84% 83% All Cancers 95% 95% 63% 65% 85% 86% 84% 84% 33

34 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 91% 91% 95% 97% 64% 61% 57% 59% Colorectal / Lower Gastro 87% 84% 99% 95% 61% 62% 54% 67% Lung 81% 93% 59% 59% Prostate 92% 86% 96% 94% 68% 62% 5 53% Brain / CNS 82% 91% 62% 54% Gynaecological 86% 95% 58% 55% Haematological 69% 82% 89% 96% 67% 63% 75% 59% Head and Neck 85% 93% 63% 53% Sarcoma 79% 93% 58% 57% Skin 87% 94% 64% 59% Upper Gastro 83% 79% 97% 94% 67% 52% Urological 88% 82% 96% 89% 63% 55% 48% 51% Other Cancers 63% 95% 92% 44% 55% 58% 59% All Cancers 84% 85% 96% 94% 61% 55% 59% 34

35 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 Cancer type This Trust National This Trust National This Trust National This Trust National Breast 82% 83% 69% 67% Colorectal / Lower Gastro 78% 82% 81% 83% 82% 75% 71% Lung 77% 76% 83% 78% 82% 67% 71% Prostate 81% 57% 81% 59% 71% Brain / CNS 78% 76% 83% 64% Gynaecological 81% 76% 83% 71% 82% 57% 69% Haematological 79% 82% 82% 85% 84% 77% 72% Head and Neck 79% 82% 84% Sarcoma 78% 81% 83% Skin 77% 79% 78% 74% Upper Gastro 78% 87% 79% 82% 83% 69% Urological 76% 69% 77% 71% 76% 67% 69% Other Cancers 74% 72% 75% 79% 59% 65% All Cancers 79% 82% 81% 82% 82% 71% Q62. Doctor had the right notes and other documentation with them Cancer type This Trust National Breast 97% 96% Colorectal / Lower Gastro 93% 96% Lung 10 96% Prostate 89% 96% Brain / CNS 94% Gynaecological 83% 96% Haematological 10 97% Head and Neck 96% Sarcoma 94% Skin 95% Upper Gastro 96% 95% Urological 98% 96% Other Cancers 92% 95% All Cancers 96% 96% 35

36 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 Cancer type This Trust National This Trust National Breast 96% 96% 61% 66% Colorectal / Lower Gastro 93% 95% 72% 66% Lung 88% 95% 65% 68% Prostate 94% 95% 78% 72% Brain / CNS 89% 55% Gynaecological 91% 94% 65% Haematological 96% 96% 68% 64% Head and Neck 94% 64% Sarcoma 95% Skin 95% 71% Upper Gastro 95% 94% 63% 69% Urological 88% 94% 61% 68% Other Cancers 93% 94% 5 64% All Cancers 94% 95% 66% 66% 36

37 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' Cancer type This Trust National This Trust National This Trust National This Trust National Breast 57% 63% 88% 88% 1 22% 84% 79% Colorectal / Lower Gastro 63% 62% 97% 89% 19% 25% 83% Lung 54% 65% 84% 87% 22% 21% 79% Prostate 59% 66% 85% 89% 5% 2 76% 83% Brain / CNS 51% 83% 21% 76% Gynaecological 45% 61% 79% 86% 7% 2 66% 81% Haematological 66% 95% 12% 24% 87% 83% Head and Neck 63% 87% 24% 81% Sarcoma 57% 86% 21% 79% Skin 68% 91% 21% 89% Upper Gastro 58% 61% 96% 87% 18% 23% 84% 79% Urological 61% 64% 84% 88% 6% 19% 83% Other Cancers 53% 57% 81% 85% 18% 18% 67% 76% All Cancers 63% 88% 12% 22% 83% 81% Q70. Patient s rating of care excellent / very good Cancer type This Trust National Breast 95% Colorectal / Lower Gastro 91% 89% Lung 94% 88% Prostate 76% 87% Brain / CNS 86% Gynaecological 78% 88% Haematological 93% 92% Head and Neck 89% Sarcoma 89% Skin 89% Upper Gastro 98% 87% Urological 87% 86% Other Cancers 94% 86% All Cancers 91% 89% 37

38 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 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

39 Q1 Saw GP once/twice before being told had to go to hospital % 76% 74% 75% Q2 Patient thought they were seen as soon as necessary % 88% 87% 86% 39

40 Q3 Patient seen by hospital doctor within 3 months (indicator question) 10 97% 97% 98% Q4 Patient's health got better or remained about the same while waiting % 81% 82% 40

41 Q5 Had diagnostic test(s) for cancer in the last 12 months (indicator question) % 88% Q6 Staff gave complete explanation of purpose of test(s) % 85% 88% 85% 41

42 Q7 Staff explained completely what would be done during test % 86% 89% Q8 Given easy to understand written information about test % 89% 83% 42

43 10 Q9 Given complete explanation of test results in understandable way % 78% Q10 Patient first told they had cancer by a hospital doctor (indicator question) 10 96% 97% 97%

44 10 Q11 Patient told they could bring a friend when first told they had cancer % 74% 77% 75% Q12 Patient felt they were told sensitively that they had cancer % 87% 85% 85% 44

45 10 Q13 Patient completely understood the explanation of what was wrong % 77% 75% 72% Q14 Patient given written information about the type of cancer they had % 71% 73% 72% 45

46 Q15 Patient given a choice of different types of treatment % 87% 85% 81% Q16 Patient s views definitely taken into account by doctors and nurses discussing treatment % 72% 46

47 Q17 Possible side effects explained in an understandable way % 75% 76% 76% Q18 Patient given written information about side effects % 79% 85% 81% 47

48 10 Q19 Patient definitely told about treatment side effects that could affect them in the future % 49% Q20 Patient definitely involved in decisions about care and treatment % 73% 71% 48

49 Q21 Patient given the name of the CNS in charge of their care % 87% 88% Q22 Patient finds it easy to contact their CNS % 76% 69% 49

50 Q23 CNS definitely listened carefully the last time spoken to % 95% 93% 92% Q24 Get understandable answers to important questions all/most of the time % 94% 95% 94% 50

51 Q25 Hospital staff gave information about support groups % 81% 82% Q26 Hospital staff gave information about impact cancer could have on work/education % 75% 51

52 Q27 Hospital staff gave information on getting financial help % 57% 51% 51% Q28 Hospital staff told patient they could get free prescriptions % * 83% 81% 52

53 10 Q29 Patient has seen information about cancer research in the hospital % 82% Q30 Taking part in cancer research discussed with patient % 29% 3 53

54 Q31 Patient has taken part in cancer research % 62% Q32 Had an operation during the last 12 months (indicator question) % 57% 53% 54

55 Q33 Staff gave complete explanation of what would be done % Q34 Patient given written information about the operation % 72% 75% 55

56 Q35 Staff explained how operation had gone in understandable way % 81% 79% Q36 Had an operation or overnight hospital stay during the last 12 months % 64% 62% 56

57 10 Q37 Got understandable answers from Drs. to important questions all/most of the time % 84% 84% 84% Q38 Patient had confidence and trust in all doctors treating them % 86% 87% 86% 57

58 Q39 Doctors did not talk in front of patient as if they were not there % 83% 83% 85% Q40 Patient s family definitely had opportunity to talk to doctor % 68% 66% 58

59 10 Q41 Got understandable answers from Ward nurses to important questions all/most of the time % 76% 73% 75% Q42 Patient had confidence and trust in all ward nurses % 71% 73% 69% 59

60 Q43 Nurses did not talk in front of patient as if they were not there % 86% 88% 88% Q44 Always / nearly always enough nurses on duty % 65% 66% 65% 60

61 Q45 Patient did not think hospital staff deliberately misinformed them % 89% 89% Q46 Patient never thought they were given conflicting information % 83% 78% 61

62 Q47 All staff asked patient what name they preferred to be called by % 66% 66% 10 Q48 Always given enough privacy when discussing condition/treatment % 87% 85% 84% 62

63 Q49 Always given enough privacy when being examined or treated % 95% 94% 95% Q50 Patient was able to discuss worries or fears with staff during visit % 68% 63% 63

64 Q51 Hospital staff did everything to help control pain all of the time 10 88% 87% 86% 85% Q52 Always treated with respect and dignity by staff % 83% 86% 84% 64

65 Q53 Given clear written information about what should / should not do post discharge % 86% 84% Q54 Staff told patient who to contact if worried post discharge % 94% 94% 96% 65

66 10 Q55 Family definitely given all information needed to help care at home % 63% 62% 61% Q56 Patient definitely given enough care from health or social services % 42% 46% 66

67 10 Q57 Staff definitely did everything to control side effects of radiotherapy % 74% 76% No Radiotherapy unit at this trust Q58 Staff definitely did everything to control side effects of chemotherapy % 83% 86% 82% 67

68 Q59 Staff definitely did everything they could to help control pain % 78% 83% 82% Q60 Hospital staff definitely gave patient enough emotional support % 75% 75% 71% 68

69 Q61 Had an outpatients appointment in the last 12 months % 92% 88% Q62 Doctor had the right notes and other documentation with them 10 96% 98% 96% 96%

70 Q63 GP given enough information about patient`s condition and treatment % 96% 95% 94% Q64 Practice staff definitely did everything they could to support patient % 71% 69% 66% * 70

71 Q65 Hospital and community staff always worked well together % 67% 66% * Q67 Given the right amount of information about condition and treatment % 89% 91% 71

72 Q68 Patient offered written assessment and care plan % 19% 12% Q69 Patient did not feel that they were treated as a `set of cancer symptoms` % 86% 85% 83% 72

73 Q70 Patient`s rating of care `excellent`/ `very good` % 93% 91% 73

74 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 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 info@quality-health.co.uk 74