Elaine Lennan Consultant Nurse University Hospital Southampton Vicki Havercroft Team Leader MAOS

1. HOW DO CANCER PATIENTS PERCEIVE THE QUALITY OF AN EMERGENCY ADMISSION?; AN EVALUATION OF THE PATIENT EXPERIENCE THROUGH THE ACUTE ONCOLOGY SERVICE Elaine Lennan Consultant Nurse University Hospital Southampton Vicki Havercroft Team Leader MAOS

2. Central South Coast Cancer Network Pop- 2.4 million plus also covers the Channel Islands -2 cancer centres -5 units

3. Who are we? 1070 Beds 61 acute oncology/ heamatology inpatient beds 20 palliative care beds 23 chair/bed day unit Cancer centre for CSCCN – total population over 2.4 million 4981 new cases of cancer at SUHT in 2009 964 emergency admissions in 2009 1871 calls to the emergency 24 hour chemotherapy line in 2009

4. Key Government Drivers for NHS • Reduce cost • Reduce length of stay • Avoid admission • Avoid emergency department expected • Value for tax payer

5. Cancer Care Drivers Acute Oncology Services “Timely and appropriate advice” • NCEPOD Audit into deaths within 30 days • National Chemotherapy Advisory Group • Cancer Reform Strategy

10. What do our patients think? The call was answered efficiently and with great understanding and care Excellent attention given by all the team Very efficient service Very good service, keep it going with perhaps more beds Welcoming, caring, friendly staff, a credit to their profession Excellent staff and service I can’t find enough words to describe the excellence of the staff Its nice to know there is a dedicated service to use in-between treatments A much quicker service A fantastic service that was well delivered

11. Patient experience • We know patients value the service but we needed metrics

13. 109 477 surveyed 1140 from University Hospital Southampton 67% response rate = national response rate Patient experience data now considered key performance measure Patient experience survey

17. Patient details

18. Routes/Response

21. Moving on / Information

22. Problems with data collection • *Protection of IPAD • *Pace of unit - • Survey fatigue • *Multiple visits • Provocative data • *Intimate team Challenges

24. Next steps • Continue to do as a valuable metric of patient experience • Re examine questions • ?? Focus on snapshot weeks rather than every patient • Cross examination with the results of the national chemotherapy survey available Spring 2013 • Use to aid business cases