The key to good cancer care? Better admin
Originally published: 22 June 2018
Charity calls for improvements to administration and integration of care, as new research reveals them to be a key driver of overall patient satisfactionᶦ
New research funded by Macmillan Cancer Support shows:
- Patients who rate administration of care poorly were typically around twice as likely not to be satisfied with their overall experience of cancer careᶦᶦ
- NHS staff working well together is also vital to patient satisfaction.
One of the most important factors in people’s overall experience of cancer care is good administration, according to results from a major new study funded by Macmillan Cancer Support and led by the University of Exeter Medical School in collaboration with University College London.
Analysis of more than 71,000 responses from the 2015 England Cancer Patient Experience Survey shows people living with cancer who are not happy with the administration of their care are typically around twice as likely to be unsatisfied overall.
Examples of good administration range from patients receiving letters at the right time, to doctors having access to their information.
Alongside good admin, NHS staff, such as GPs, hospital doctors and nurses, working well together was also one of the top two most important factors. Patients are twice as likely to say they are not satisfied with their overall care if their cancer team fail to communicate with each other effectively.ᶦᶦᶦ
Involvement in decision making and the patient’s relatives having the correct information needed to help care for them at home were also strongly associated with patient satisfaction.
The research findings are being presented at the PHE Cancer Services Data and Outcomes Conference in Manchester on 20th-21st June 2018.
Macmillan Cancer Support, which funded the research, is calling for good administration to be at the heart of cancer services — not merely an after-thought — to ensure patients have the right information and support to access their care.
Macmillan is also stressing the importance of access to multi-disciplinary, well-resourced cancer teams including doctors, nurses, health care professionals and a range of other supporting roles to ensure cancer patients experience the best level of care and an effective treatment process.
Jane Maher, Joint Chief Medical Officer at Macmillan Cancer Support said:
“Living with cancer is one of the most draining experiences someone can go through. Having to repeat information about your diagnosis and treatment, deal with health professionals who aren’t up to date with your records, or receiving letters late simply adds to this already exhausting time.
“This research shows the huge impact good admin and communication within, and particularly, between different clinical teams can have on the experiences of cancer patients across England. Getting these things right plays a huge role in helping patients find their best way through cancer.
“It remains crucial that cancer services are well resourced with the right mix of doctors, nurses and support staff, supported by good admin and seamless communication, in order to deliver the best possible experience for all patients.”
Emma Jessup, 30, from Worcestershire said:
“I was originally treated at one hospital, but after getting the all-clear I was refereed to another, for scans and follow-up appointments.
“The team there don’t know my history. Recently I was having a scan and a nurse flippantly said that I had a lump on my ovary and I started freaking out.
“It was obvious she hadn’t read my history or didn’t know it otherwise she wouldn’t have said that. There was no communication between the hospitals.”
Gary Abel, Senior Lecturer at University of Exeter said “This research really reinforces the importance of asking patients about their experience of care using surveys such as the Cancer Patient Experience Survey. Working with these data sources can really help us understand what matters most to patients.
“Furthermore, this work can help hospitals and other care providers understand where they can focus quality improvement efforts in order to have the biggest impact on patients’ experiences.”
-Ends-
Notes to editors
For further information, please contact:
Joe Williams, Media & PR Officer, Macmillan Cancer Support.
0207 091 2453 (out of hours 07801 307068).
About Macmillan Cancer Support
There are 2.5 million people living with cancer in the UK. One in two people are likely to get cancer in their lifetimes. Cancer can affect everything, including a person’s body, relationships and finances.
Macmillan Cancer Support provides practical, emotional and personal support to people affected by cancer every year. The charity is there to support people during treatment, help with work and money worries, and listen when people need to talk about their feelings.
Macmillan receives no government funding and relies on generous donations from the public. People up and down the country show their support for Macmillan — from hosting or attending a World’s Biggest Coffee Morning to running a marathon or giving up alcohol — so the charity can help more and more people affected by cancer every year.
Life with cancer is still your life and Macmillan is there to help you live it.
References
ᶦ Gomez-Cano M, Lyratzopolous G, Abel G. Drivers of overall satisfaction with cancer care in England — analysis of the national Cancer Patient Experience Survey. June 2018. Poster presentation at the PHE Cancer Services, Data and Outcomes Conference, June 2018.
ᶦᶦ The finding relates to the question, ‘Overall, how would you rate the administration of your care (getting letters at the right time, doctors having the right notes / test results, etc.)?’ (Q56)
ᶦᶦᶦ The finding relates to the question, ‘Did the different people treating and caring for you (such as GP, hospital doctors, hospital nurses, specialist nurses, community nurses) work well together to give you the best possible care?’

