Self-reported patient experience data is vital to the design of responsive and relevant health services. Annual cancer patient experience surveys in England (NHS-CPES) have been used to guide improvements in patient experience.
Measure baseline cancer patient experience in member hospitals of the Victorian Comprehensive Cancer Centre and benchmark with cancer patients in England.
The NHS-CPES instrument and methodology was used. A paper-based questionnaire was mailed to 5,722 admitted patients aged >18 years with an eligible ICD-10 code. Australian results were compared to 71,793 patients in England from the 2011/12 NHS-CPES.
37% (2,101) patients responded. In 65 questions on experience, Australian patients had a significantly better experience in 16 questions (25%) and significantly worse in 23 (35%), but were more likely to report very good/excellent overall experience compared to patients in England (91% vs 88%, p<0.001). Patients in Australia were less likely to receive understandable written information specific to their care than patients in England (65% vs 77%, p<0.001). Patients with a nurse specialist were significantly more positive in 50 questions in Australia (77%) and 64 questions in England (98%). Fewer patients were assigned a named nurse specialist in Australia than England (69% vs 87%, p<0.001). Australian patients with brain/central nervous system cancer and sarcoma gave the lowest score on 46 questions (71%), and patients with a disability, not born in Australia, and who did not speak English at home were also less positive.
Cancer patient experience using the NHS-CPES has been successfully compared across two health systems. Key areas for clinical service improvement for both countries have been identified and include the provision of tailored written patient information and the importance of providing named nurse specialists as part of the model of care.
Acknowledgement: The authors thank Quality Health Limited for analysis and the NHS for permitting use of the NHS-CPES