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The experiences of patients using a cancer hotline service
Farzana Baksh1, Filipe Carvalho2
1Matron for Centre for Urgent Care, Acute Oncology Service, The Royal Marsden Macmillan Hotline and Pleural Specialist Nurses, The Royal Marsden NHS Foundation Trust, London.
Background:
The present study aimed to evaluate oncology patients' experiences with a hotline service in a tertiary cancer centre, identifying areas for local improvement and to inform the work of the hotline.
Methods:
A link to an online platform to complete a survey was sent through bulk messaging to 3028 mobile numbers. The survey answers and results were saved and consolidated in the online platform.
Findings:
The survey received 368 responses: 49% of participants had their calls answered within 10 minutes, while 18% (n=66) waited 30 minutes or more. Eighty-two per cent were satisfied with the length of time they waited to speak with a nurse and 71% reported that their overall experience was very good. Ninety-seven per cent of participants felt listened to and were offered support and 91% felt that their reason for calling was adequately addressed.
Conclusion:
The present study offers persuasive evidence indicating that oncology patients are largely satisfied with the hotline service; nonetheless, it is recognised that a more robust evaluation is needed. Regardless, the need for certain improvements has been identified to offer the potential to enhance patients' experience.
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