Patient Experience of Cancer Support Services in Walsall

Healthwatch Walsall surveyed 118 cancer patients and survivors to understand their experiences of support services, information and signposting. Overall, participants were positive about the support available, particularly services provided through the Macmillan Cancer Information and Support Hub, Walsall Palliative Care Centre and local cancer support groups. More recent patients generally reported better experiences than those diagnosed over five years earlier, reflecting improvements in local support provision.

Most respondents felt well informed about their condition and available support. Ninety-six per cent said they received information about their diagnosis, 78% received information about support services and 68% went on to access those services. Those who used support services were generally positive about their experiences, with half describing the support they received as excellent. However, some patients reported difficulties accessing support due to timing, availability or uncertainty about whether services were relevant to them. 

Concerns were raised about communication and administration. Some patients reported cancelled appointments, delays, poor communication about treatment and feeling left uninformed during their care. Another significant issue identified was late diagnosis. Healthwatch found that cancer is diagnosed at an earlier stage less often in Walsall than the national average, and support groups highlighted delayed diagnosis as a major concern for local patients. Screening uptake for breast and cervical cancer was also below the national average. 

Healthwatch concluded that cancer support services in Walsall have improved and are highly valued by those who use them, but further work is needed to improve communication, appointment management and early diagnosis. Recommendations included continuing investment in support services, increasing efforts to encourage earlier presentation and screening uptake, improving communication with patients about their care and reducing appointment delays and cancellations.