What we’re hearing about St Luke’s Cancer Centre at Royal Surrey County Hospital – July 2023
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Healthwatch Surrey staff and volunteers visited St Luke’s Cancer Centre in July 2023 to speak with patients, and their families and carers, to find out more about people’s understanding of and barriers around providing feedback.
Following their engagement session, their key recommendation is that Royal Surrey County Hospital review how they communicate with patients their families and carers about the available means to provide feedback and complaints. Their suggest that the importance of feedback is highlighted to encourage more people to share their view whether positive or negative, and people are provided with clearer information about the range of opportunities to provide feedback including PALS, the Friends and Family Test and independent options such as Healthwatch Surrey.
On receipt of this report, the Patient Experience Lead said
“May I also take this opportunity to thank you and the team for the exceptionally comprehensive report on St Luke’s OPD and Radiotherapy. It’s given the team lots of ideas for improvement and as supported wider patient experience work around the Friends and Family Test (FFT).
Honestly the partnership working on this is a breath of fresh air and so hugely helpful.”