The Patient Experience of Cancer Services in Walsall

This report by Healthwatch Walsall aims understand whether people accessing cancer services in Walsall felt safe, supported, informed, and treated with compassion throughout their care. 

The report represents the views of 85 patients who accessed cancer services within the 18 months prior to the engagement, which took place between mid-September and the end of November.

Key Findings:

• 49% of respondents were seen within the NHS 2–4 week referral target, lower than the national expectation.
• 54% were referred by GPs, though some patients reported needing multiple visits before referral.
• 31% felt their diagnostic experience could have been improved, citing delays, poor communication, and lack of sensitivity.
• 24% experienced treatment delays or cancellations, often due to staff shortages and pharmacy issues.
• 65% felt involved in decisions about their care; however, others reported limited involvement or unclear communication.
• Patients highly praised the chemotherapy ward staff, but concerns were raised about inconsistent support, emotional care, and lack of dignity on wards.

Key Recommendations:

• Standardise and improve GP referral practices.
• Deliver diagnoses with sensitivity and provide clear, timely information.
• Ensure timely pharmacy support for chemotherapy appointments.
• Improve communication and involve patients in care decisions.
• Offer emotional support at every stage of the cancer journey.
• Improve appointment management and update patient materials with accurate contact information.
• Ensure equal access to wig options for Black and Minority Ethnic patients.
• Replicate the chemotherapy ward’s high-quality care across all servic